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Optus increases assistance to customers affected by Queensland floods
12 Jan 2011

Optus has increased its support for customers affected by the Queensland floods by adding new measures to its existing assistance package.

The package includes support for customers that experience financial hardship as a result of the floods and temporary loss of Optus services. Optus is also working with Red Cross to deliver 1,500 Pre-Paid Optus mobile handsets loaded with $1,000 of credit to assist people affected by the floods in Queensland. These mobile handsets will be provided to residents who no longer have access to telecommunications services, regardless of whether they are an Optus customer, with call credit valid for up to 186 days.

Other measures include:

  • Extended payment period: Customers experiencing financial hardship as a result of the floods can arrange special extended payment timeframes for their Optus bill by contacting the Optus Financial Services team. In addition, in cases of extreme hardship as a result of property destruction due to the floods, Optus will consider waiving a customer's bill on a case by case basis.
  • Fees waiver: Customers that incur fees for late payments, service suspension or early service termination as a result of the floods can request to have their penalty fee waived. No reconnection fees will apply for customers that wish to reconnect their services within 12 months.
  • Free fixed-to-mobile and fixed-to-fixed call diversion: Optus engineers continue to work hard during this period to minimise impact on the Optus network in flood affected areas. Should customers experience a disruption to their Optus fixed home phone service, Optus offers free call diversion to any mobile or fixed number of their choice.

Consumer customers that are eligible for the assistance package can contact Optus Customer Care on 133 937, while SMB customers can contact 133 343.

Optus is also donating over $500,000 in cash and services to assist the Queensland flood disaster relief efforts. This includes $200,000 to the Queensland Premier's Flood Relief Appeal, in addition to the $25,000 pledged through the Harvey Norman fundraising appeal. Optus will also match employee donations to the Flood Relief Appeal dollar for dollar as part of its internal workplace giving program.

Media contact: Kasia Ciszak - Optus Corporate Affairs - Tel: (02) 8082 7850