Optus announces specialist team to provide vulnerable customers a heightened level of care

• 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 persons
• Health or independence deterioration

Since the team’s 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 we’re 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 don’t have to pay for their Optus services immediately.

Media contact:
Anthony Giannopoulos
Optus Corporate Affairs
02 9037 8179
media@optus.com.au