More Optus Woes: Customers Demand World Cup Compensation

Melbourne, Australia - August 6, 2015: A woman walks past an Optus store on Bourke St. Optus is the second largest telecommunications company in Australia.
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Optus is feeling the pressure from angry Optus Sports consumers who had paid for a streaming app to watch the World Cup, only to be faced with buffering, streaming and playback issues.

Now, Aussie consumers are demanding the telco compensate them for the lost games, which will now be broadcast on free-to-air network SBS.

Communications Minister Mitch Fifield posted:

Speaking on the issue, an Optus spokesperson said, “This has been an incredibly disappointing and frustrating experience for soccer fans who opted for the Optus service.

“We understand that Optus is working on fixing the problem as soon as possible, but in the meantime, consumers should expect to be compensated for a service that didn’t work as expected.

“If they haven’t already done so they should contact Optus with details of their experience and ask for at least a partial refund of their monthly charge.”

B&T understands Optus will host a press conference later today to address the issues and discuss possible compensation.

Though, the steps needed to make a compensation claim are becoming more and more unclear.

While the Telecommunications Industry Ombudsman (TIO) said customer complaints should be lodged with through the Australian Communications and Media Authority (ACMA), ACMA said the opposite.

A spokesperson from TIO encouraged Optus consumers to speak with the telco about the issues.

“We are not able to consider complaints about content services such as sports programs streamed online.

“We can look at billing issues for content services if the charges appear on a phone bill,” she said.

“We have no jurisdiction over content services purchased through app stores. Complaints about content, including content purchased through app stores, should be raised with consumer affairs and fair trading departments.”

Meanwhile, angry Optus consumers have taken to social media to vent their frustration.

B&T will continue reporting on this issue as the story develops.

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