Compensation from Optus for Network Outage
Were you impacted by the network outage in November 2023? Use this resolution to get financial compensation from Optus, not just extra data.
How this resolution works
Get an outcome with Ajust in 4 steps.
We listen to your story
Tell us about what's happened with
Optus
and how it's impacted you.
We prepare your complaint
We create a complaint for you, drawing on our experience helping other consumers with similar issues.
We manage your complaint
We send your complaint and give you a tracking page to stay up to date. If you need to take more action, we'll be by your side.
You get a resolution
The business responds to your complaint to offer an outcome.
Use Ajust to resolve this complaint
About this resolution
In November 2023, there was an outage on the Optus network over 8 hours, which impacted over 10 million people. Optus contacted affected customers saying it was “deeply sorry” for the service interruption and offering 200GB of bonus data to repair the relationship. Consumers who are not satisfied with that response can use this resolution to make a complaint to Optus asking for financial compensation.
Here are some tips for this resolution:
- Be clear and specific about how the outage impacted you, rather than just “there was an outage”.
- A common compensation request from consumers is credit or a refund equal to a month of your Optus bill.
- If you want compensation that’s more than a month’s bill, your complaint will be stronger if the amount is reasonable and can be justified. Even better if you can support the request with evidence.
- An examples someone being financially impacted by the outage is a taxi business that was unable to confirm bookings with passengers.
Works best in these situations:
You're a customer of
Optus
You’ve been affected by this issue
The issue has had a financial or other impact on you
You have some evidence to support your story
You haven’t already made a complaint about this issue
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Get a resolution for your complaint
We take the effort out of making a complaint. Let us send your complaint so you can get heard.
