Optus continues to support customers affected by Covid-19


Optus continues to offer a range of measures to help customers and the community remain connected as a result of the continued impacts and hardship due to COVID-19 (Coronavirus).

Optus Managing Director, Marketing & Revenue Matt Williams said: “As we all continue to tackle the effects of Coronavirus across every aspect of our lives, we understand that many of our customers need us to provide options and support to help them stay connected with loved ones, friends and colleagues.”

“Optus is saying yes to providing customers with a range of support options, while continuing to focus efforts on maintaining our strong network and expanding our customer service teams.”

Lending a hand to those in hardship

“As a critical service provider, we understand some of our most vulnerable customers are in genuine hardship and we are stepping in, and stepping up, to help those most in need,” Mr Williams said.

Optus customers, including small businesses, that continue to find themselves in difficult financial circumstances due to COVID-19 may be eligible for a financial hardship plan.

Optus’ financial hardship plan will be tailored to individual needs, to give customers facing financial hardship the peace of mind they need at this difficult time.

Available customer support

While Optus has service centres in three states in Australia, as well as in the Philippines and India COVID-19 s has affected the way Optus has been able service customers.

“We have employed an additional 500 staff from industries affected by the COVID-19 downturn and transferred their wonderful customer service skills to Optus. We have also mobilised store staff to manage a range of different customer service queries as well.”

“But we are also asking customers with non-critical issues to connect with us through our convenient digital channels – the My Optus App, and through the online peer support network Optus Yes Crowd,” Mr Williams said.

Customers with severe service issues, suspected fraud, or urgent financial hardship should continue to contact Optus call centres.

Our Support Initiatives

Optus is offering a range of customer support initiatives including:

  • Boosting mobile data allowances: We are providing all eligible Optus postpaid mobile subscribers a one off 20GB bonus data which can be activated within My Optus app anytime up to 30 April 2020 which is valid for 30 days from activation. For our eligible Prepaid customers, we will also be offering 10GB of additional data when they recharge $40 or more during April. Click here for more details about these bonus data offers. Find out more here.

  • Working from home – Loop Live: For SMBs who have moved to work from home arrangements, we want to keep you connected. We are extending a free trial of our most popular SMB product, Loop Live. Loop Live can be installed on business mobile phones, allowing users to video and audio conference with customers and their team, plus more.

  • Fixed home broadband plans: We are extending our offer of unlimited fixed data on eligible limited home data plans (on ADSL, NBN and Cable) until 30 June 2020. No activation required.

  • Bill waivers for health workers: we are offering a three-month postpaid mobile access fee waiver for AHPRA registered health workers who register with us before 30 April 2020.

Optus has been actively using our social media handles and the My Optus App to share tips and help keep people informed, and encourage customers to stay in touch with our A G’Day A Day campaign, and donate their excess data to our wonderful Donate Your Data program to support disadvantaged Australian children, during this challenging time.

“I’d like to thank again our customers for their understanding and compassion at this difficult time as we work to navigate this challenging time together,” said Mr Williams.

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