Optus regrets ‘unconscionable conduct’ against vulnerable customers

Australian Community Media

Telco giant Optus allegedly pressured vulnerable customers using inappropriate sale conduct and debt collection The ACCC has taken the company to federal court. Video via AAP

Transcript

00:00The conduct of the sales staff was deliberate and targeted.

00:04I'll give you an example.

00:06There is a young woman, she has intellectual disability,

00:11she has a carer.

00:13The sales staff befriend her,

00:15make arrangements for her to come to the store

00:18without the carer.

00:19Now, that is deliberate and targeted

00:22to avoid the protections that she needs.

00:26She's then sold multiple products,

00:29has debts and there's debt collection.

00:31Now, that is one example, that is targeted conduct.

00:35Manipulation of a credit check

00:37in order to fraudulently complete a credit form.

00:41So we are alleging deliberate conduct by sales staff.

00:45You then get to the question,

00:46when did management become aware

00:49that their own systems were being circumvented?

00:53That is an awareness question,

00:55but we allege that they became aware

00:58and continued the conduct.

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