Our most hated telco re­vealed

Balonne Beacon - - LIFE -

OP­TUS has fallen out of favour with cus­tomers, with a new re­port show­ing a ma­jor spike in com­plaints.

The an­nual re­port showed Op­tus Group, which in­cludes Vir­gin, was the worst out of all Aus­tralian tel­cos, with a stag­ger­ing 35 per cent in­crease in cus­tomer com­plaints from last fi­nan­cial year.

The Om­buds­man re­ceived 40,665 com­plaints about Op­tus Group com­pared to 30,120 in the 2016-17 fi­nan­cial year.

Om­buds­man Judi Jones said she couldn’t find a stand­out is­sue that drove the com­plaints, de­scrib­ing the rise as “across the board”.

“We’ve been work­ing with Op­tus over the course of the year and they have re­ceived data from us reg­u­larly and have been work­ing hard to ad­dress cus­tomer com­plaints,” Ms Jones said.

Al­most 18,000 com­plaints were re­lated to mo­bile phone ser­vices, whereas 9500 com­plaints were about Op­tus Group’s in­ter­net ser­vices.

Cus­tomer is­sues ranged from con­nec­tion trou­bles, to missed ap­point­ments or ser­vices de­liv­ered re­lat­ing to the Na­tional Broad­band Net­work.

Al­most 168,000 com­plaints were lodged against the in­dus­try last year.

Photo: Con­trib­uted

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