- New Specialist Care team helps resolve vulnerable cases.
- Optus is committed to ensuring vulnerable customers stay connected and protected.
Optus has ramped up its support for customers whose vulnerable circumstances have a direct impact on their ability to access, engage with or maintain their services with the telecommunications provider.
Optus Specialist Care team is skilled and empowered to provide vulnerable customers personalised and expert assistance during challenging life situations.
Since launching in late 2023, more than 1,000 vulnerable customers have been supported by this team which is trained to help customers impacted by:
- Loss of loved ones or family members
- Natural disasters
- Domestic and family abuse
- Homelessness
- Missing personsHealth or independence deterioration
Since the teams inception, support times to help customers in vulnerable situations have dropped significantly, with over 60% of cases now resolved within a day.
Maurice McCarthy, Optus Managing Director Customer Success, said Optus is committed to supporting vulnerable customers in their time of need and now has a specialist team trained to identify, support and resolve issues quickly and simply.
Our aim is to help customers feel protected and cared for by understanding their circumstances and offering the right support.
We have established this dedicated team to handle every case with the appropriate sensitivity and to reinforce were committed to caring for vulnerable customers, Mr McCarthy said.
In addition to the Specialist Care Team, Optus is also providing further assistance to customers experiencing financial difficulty.
There are several options available under the Financial Hardship scheme, including waiving late payments or granting a temporary hold so customers dont have to pay for their Optus services immediately.
