Optus warned for overcharging customers

Telco wrongly bills 237,500 customers over a four-year period.
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01.Optus overcharge


The communications watchdog has given Optus a formal warning for overcharging customers nearly $9m. 

The Australian Communications Media Authority (ACMA) found in a recent investigation that Optus wrongly charged 237,500 customers over a four-year period for two of its messaging services, SurePage and SpinVox.

Between November 2008 and July 2011, 2600 customers were overcharged for the services due to errors in an IT upgrade. The billing problems continued until September 2012, affecting another 235,000 customers. 

A year later, after the problems were rectified, Optus self-reported its error to ACMA.   

ACMA’s investigation into the matter found that Optus had breached the Telecommunications Consumer Protections Code, as it had failed to identify and fix the root cause of the billing problems as soon as possible.

Customers affected by the billing problems who are still with Optus have been reimbursed and any former Optus customers affected by the problems should contact Optus for a refund. 


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