OPTUS ACCELERATES TRANSFORMATION STRATEGY

Optus today announced its intention to make changes to the structure of its Consumer and Enterprise divisions. These changes will help drive Optus’ transformation strategy and reshape operations for sustainable growth.

This announcement follows the strategy put in place 12 months ago to strengthen Optus’ core communications business and take the brand beyond the boundaries of what it means to be a traditional telecommunications company. The changes will:

• create a structure that allows the business to operate as a highly integrated, innovative and content-driven multi-media brand;

• streamline Optus’ customer service functions, by simplifying systems and processes, multi-skilling front line staff across products and services, and resolving customer issues more quickly and with fewer handoffs;

• evolve the way we work so that Optus can bring new products, services and innovations to market more quickly; and

• enable Optus to reshape its workforce with the skills required in an increasingly digital world.

These changes will see the creation of a new customer service model which involves simplifying Optus’ billing and customer care systems, reducing customer handoffs, and ensuring customers get a more consistent experience, no matter how they choose to engage with us, or how many accounts they have with Optus. It will also enable our in-store, online and tele-sales teams to collaborate more effectively, ultimately making it easier for customers to talk to us.

The changes will also see Optus Business, and the Wholesale and Satellite divisions rationalise roles and optimise resources in response to the increasingly competitive trading environment.

These changes require Optus to reshape its workforce with the skills required in an increasingly digital world and to invest in the capabilities required to bring ideas to market more quickly. As a result, Optus is proposing to make a number of roles redundant. Optus will consult directly with affected employees to explore ways to mitigate the impact of these changes, including redeployment opportunities.

Media contact:

Gabrielle Crittenden

Optus Corporate Affairs

(02) 8082 7850

media@optus.com.au