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Responsible business and marketing

Our Customers & Society

At Optus, ‘responsible business’ means:

  • Operating to the highest ethical standards - treating everyone fairly
  • Compliance with all relevant codes and legislation
  • Investing in telecommunications networks to improve access and reliability
  • Driving competition in the communications industry to promote value and choice
  • To not just to meet but exceed the minimum standards the law requires
  • Setting an example for the telecommunications industry.

Responsible business and marketingOptus takes a best practice approach to the legislative and regulatory requirements of the Australian telecommunications industry. We adhere to legislation in the areas of pricing, access, customer privacy, anti-competitive behaviour, marketing communications, product and service information and labelling.

We believe regulatory compliance is everyone’s responsibility. To align our commitment to compliance with the day-to-day running of our business, we ensure appropriate training and resources are available to all our people.

In addition, Optus is a founding member of The Communications Alliance, a self-regulatory regime that provides a neutral forum for developing initiatives that foster the operation of competitive networks and protect consumer interests. The Optus Regulatory Compliance team manages our involvement with the alliance, and participates in the development of industry codes, guidelines and standards.

Optus ensures all advertising and promotional materials comply with the Trade Practices Act, which promotes a fair, competitive and informed marketplace. All Optus people undertake online compliance training on the Trade Practices Act annually, and staff that deal with competitors have additional training on anti-competitive conduct annually.

As a member of the Australian Direct Marketing Association (ADMA), Optus adheres to the ADMA Direct Marketing Code, which governs all direct-marketing and data-driven activities. As part of our commitment to this Code, Optus does not sell or disclose customer information to third parties, and abides by the Do Not Call Register guidelines, which aim to protect consumers from unsolicited marketing calls.

We are bound by the Privacy Act 1988 and the privacy provisions contained in the Telecommunications Act 1997. Notwithstanding our legislative responsibilities, Optus understands that good privacy is good business. We have a range of measures in place to ensure our responsibilities on the protection of personal information are met.

All staff is regularly trained on privacy, information handling policies, active information security protections and monitoring and Codes of Conduct. We also accept and respect requests from individuals not to have their personal information used for direct marketing purposes.

We are required by law to provide information to the Integrated Public Number Database and to law enforcement agencies.

Information is readily available for our customers to access, and our privacy policy can be found here.