Some customers who are on month-to-month plans can exit without charge, but the telco is not waiving fees for people on long-term contracts. Zoe Samios, Nick Bonyhady and Lucy Cormack optushack
Optus is scrambling to hang on to disaffected users caught up in the cyberattack that compromised the personal data of millions of Australians last month, as some customers complain that the telco is dragging its heels as they attempt to switch carriers.
The NSW minister in charge of driver’s licence replacements, Victor Dominello, said Optus had sent so many messages to customers it risked confusing them and leaving people at risk of fraud. In a blog post in June, Optus’ vice president of regulatory and public affairs Andrew Sheridan announced the authentication change in a bid to improve security. It requires customers to update information in the My Optus app, and is used even when customers leave Optus.
“Obviously more needs to be done by Optus to make sure they are reaching out to the 70 per cent to ensure they replace their licence ASAP,” he said. “Optus sent that many communications they became miscommunications and people became perhaps blasé about it. That’s why Optus have to fix it. There is a serious fraud risk. They could be seriously subject to cybercrime, it’s as simple as that.”
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