Westpac Shows Optus How To Apologise
Westpac customers were rendered unable to access their bank accounts online for around eight hours yesterday and its crisis comms strategy should prove instructive for the likes of Optus.
The bank began posting regular updates on X (you may know it better as Twitter) around 9pm AEDT yesterday through to around 5.15am this morning. The bank acknowledged the failure in its service and profusely apologised to customers.
Many users reported logging into the app to find a bank balance of zero dollars. Others seemed to have had their cards erased.
“We’re aware that customers are currently experiencing issues accessing account information in online and mobile banking”, the company posted.
“Our teams are working to fix the issue. We apologise for any inconvenience and will continue to share updates here”.
We want to apologise to all our customers who were impacted by the issue overnight. We recognise this took too long to resolve and we thank customers for their patience. If there’s anything we can do to help from here, please feel free to send us a DM. (2/2) ^Ana
— Westpac Bank (@Westpac) December 4, 2023
Users trying to sign in on the bank’s website were met with the message “Westpac Online Banking is currently unavailable”.
At 5.17am, the bank posted that its services had been restored and were running as usual.
“We want to apologise to all our customers who were impacted by the issue overnight. We recognise this took too long to resolve and we thank customers for their patience”, it added.
Of course, Optus’ situation was made all the worse as its customers were unable to receive the updates that it was sending because the Optus network was down.
Still, a quick apology was not in the offing for Optus, which issued its first statement at 6.33am on the day of the breach, after its media hotline had received some 20 calls between 4-6am and its media team having been “empowered” to issue comms via prepared statements.
Please login with linkedin to comment
WestpacLatest News
Kieran Moore: ‘No Client Has Ever Asked For More Junior People On Their Account’
Kieran Moore is one of Australia’s most experienced public relations leaders, having most recently served as the CEO of public relations, government relations, experiential and design for WPP AUNZ, following a six-year stint as the CEO of Ogilvy PR. Now as the director and principal at comms and reputation management consultancy Brangwin and Moore, which […]
Zitcha appoints Josh Forsyth as sales lead to drive retail media growth across APAC
Following global expansion and continued strong local demand Zitcha appointed Josh Forsyth as APAC sales lead. Lead image: Josh Forsyth, sales lead, Zitcha. Australian-headquartered Zitcha, which operates across four continents in countries including the US, UK, Canada, New Zealand and South Africa, is looking to Asia as the next major emerging retail media market. In […]
Moët Hennessy NZ Adds Special PR To Agency Roster
Special PR has been added to Moët Hennessy’s roster of communications agencies in New Zealand following a competitive pitch. Special PR will be responsible for integrated communications for Moët Hennessy across its luxury brands, including Cloudy Bay, Whispering Angel, Veuve Clicquot and Glenmorangie. The scope of work includes media relations, influencer marketing, content creation, events […]
Dylan Alcott, Ellie Cole & Kurt Fearnley To Headline Nine’s Paralympics Coverage
They say Olympics is more aspirational & Paralympics is more inspirational, but B&T is here for goalball & murderball.
The Monkeys, Howatson+Co, VML Australia Win Big At The One Show’s Awards
A top showing saw Australia ranked fifth globally, well above our friends over the Ditch.
Readers Are Looking To Books For Escape – Should They Look To Adverts, Too?
Are you or someone you know a bibliophile? That's a lover of books & not an 80s paper filing system. Read on here.
TV Ratings (19 May 2024): Nine’s Travel Guides Goes Head To Head With Seven’s Farmer Wants A Wife
Love travelling to Kuta to watch the lads from the Currawong Goannas footy club whoop it up? Travel Guides is a must.
Sky New Zealand Initiates Process For Advertising Sales Representation In Australia
Sure, on the surface they pretend to despise us, but this news offering proves the Kiwis love of all things Australian.
Opinion: Queer & Present Danger – Australia’s Battle For LGBTQ+ Recognition Through Communication
Aside from this absolute cracker of a headline, Think HQ's Blake Mason piece is very important.
Val Morgan Digital Partners With Audigent To Connect Brands With Passionate Audiences At Scale
Cinema advertiser Val Morgan announces partnership with data platform Audigent. Neither commenting on the new Mad Max.
International Olympic Committee Launches “The First Effect” Campaign, Via Deloitte Digital
The Paris Games are a mere 64 days away. Let this ad be the trickle before the Olympic ad storm.
‘Marketing In The Cockpit, Creativity, Partnerships, Failure And Dream Big’ – Josh Faulks’ Five Takeaways From RESET
Missed AANA RESET or worse, accidentally doze off during said conference? Relive the highlights again here.
Nine Promotes Nikki Rooke To Replace Richard Hunwick As Director Of Sales – Total TV
Nine names Nikki Rooke as Richard Hunwick's successor. Yet to politely mention the boxes in Richard's former car spot.
Thinkerbell Wants To Make Every Day A “Lovely Day For A Guinness”
As the weather cools, probably more of us are thinking about a Guinness. Especially those of us with constipation.
The Unexpected Guest Wins oOh!media’s Inaugural Indigenous Business Grant
Here's a top initiative recognising Indigenous businesses. Yet kangaroos remain un-thanked for their tireless work.
Indie Creative Agency Dig Wins Bendigo Bank, Launches New Campaign
Hate your bank? Why not take the debt, poor credit record & maxed out Visa over to the friendly folk at Bendigo.
Made This Launches Mercedes-Benz Van’s New Online Store Through Massive LED Show
Is the downside to driving a Mercedes-Benz van that all the other delivery drivers think you're a bit of a wanker?
News Corp Launches Indigenous Sport Week Editorial Campaign
News Corp launches a new campaign to show the importance of Indigenous Australians to the sports we all love.
New “Population: Unexpected” Boomtown Brand Positioning Celebrates Regional Australia, Via Thinkerbell
Mark this as opinion, but surely the greatest advertisement for living in the regionals is living in Sydney?
Cairns Crocodiles, Presented by Pinterest: The Most-Shortlisted Agencies
This list of most nominated agencies for Cairns Crocs comes from lots of hard work & a shimmy of sassy showboating too.
Samsung Ads’ “Behind The Screens” Event: Showcasing Market Leadership In Connected TV
B&T was front row at Samsung's 'Behind The Screens' event. Here we go behind the scenes of 'Behind The Screens'.
UM Hires Former Carat Client Partnerships Head To Lead Optus Account
Matt Evans says "yes" to the Optus gig at UM but not before saying "no" to his previous employer asking him to stay.
Roy Morgan: Written News Reaches 97% Of Aussies
New study reveals written news reaches 97% of the population. The other 3% still think Bob Hawke's the prime minister.
‘Blair Is Mr Happy, Beau Is Mr Dopey, I’m Mr Grumpy’ – Top Gear Australia Hosts Reveal What It Was Really Like Filming
Top Gear features the cars you could never afford to drive. It's a bit like the bogan's Gourmet Traveller, really.
Nine’s Total TV Sales Lead Richard Hunwick To Step Down
Nine's Richard Hunwick calls time after 15 years. Hoping for a last trip to the Olympics before getting the gold watch.
Yahoo Academy Culminates With Pitch-Off For Musicians Making A Difference With Trip To Cannes In Cairns On The Line
B&T happy to support the Musicians Making A Difference initiative. Particularly any that encourages more Watusi.
TV Ratings 16/5/24: Nearly 2 Million Tune In To See Sky Blues Win In Women’s State Of Origin
B&T does make jokes about the Budget reply speech but, to his credit, Mr Potato Head rated OK last night.
Binge Launches “Scene:Scents” Sensory Entertainment Campaign, Via Thinkerbell
There's now scented candles to pair with BINGE shows. We're hoping Rex Hunt's Fishing Adventures doesn't hear about it.
Jolt Partners With Veridooh For Verification Of Its EV Charger Placements In UK
Although B&T's an avid supporter of EV cars, we'd definitely miss the smell of petrol and the service station pie.
Nine Ad Manager Named Principal Sponsor Of CommBank SmallBiz Week
CommBank's SmallBiz Week is coming to Melbourne on the 29-30 May. B&T's as confused as you are on how that's a week.
Pet Circle & Seven Communications Partner On “Pawtition” To Get Pets On Public Transport
B&T's concerned about the fleas, urine & faeces on public transport - and that's just from fellow passengers!
‘A Win-Win’ – How The Matildas Helped CommBank Become A ‘Globally Iconic Brand’ For The First Time
CommBank's sponsorship of the Matildas is a sport marketing masterclass. The opposite to Nick Kyrgios & his sponsors.
VML Australia Dominates The One Show With 5 Gold Pencils
VML Australia flying the flag at the One Show Awards in New York. Not that we need more flag waving at the moment.
Social Soup: Consumers Looking For “Informative” Not “Funny” Social Content When Making Buying Decisions
In a further blow to ventriloquism everywhere, new research says consumers prefer information over funny videos.
GIO Unveils New “Protect Precious” Brand Positioning & Campaign, Via Ogilvy
Insurer asks what's precious in our lives in new work. Which is better than asking is this business highly flammable.
Digitas & Heckler Singapore Launch Animated Symphony For Riot Game’s Valorant Champions Tour Pacific
Stony silence between you and the graphic arts team at Friday drinks? This gaming news could be an ice breaker.