Thousands of Samsung mobile phone users face the prospect of being out of pocket due to a significant triple-zero outage affecting devices linked to Optus. Over the weekend, the telecommunications giant incorrectly sent postal outage notifications to the mail box. Unfortunately, most users were left in the dark about the very real danger their devices faced. According to reports, as many as 10,000 Optus devices may be impacted. This valid scenario would need the full replacement of 11 defined models.
This is an issue that the Australian Communications and Media Authority (ACMA) has been addressing. Most recently, they said no to an Optus- and other telco-supplied code of conduct endorsed by the telecommunications industry. ACMA found that the draft code did not deliver sufficient protections for the community. The authority further prompted these companies that they are legally required to replace defective devices no later than 28 days. Non-compliance will lead to these devices getting cut off from access to the Telstra network.
Federal Emergency Management Minister Kristy McBain explicitly stated that Optus and other telcos are completely liable to replace these devices. She stressed that this responsibility is solely theirs. She highlighted the contractual agreements between telcos and customers, stating, “The telcos have contracts with customers and those customers … pay for a service which includes a triple-zero service for their handsets.” McBain further noted, “It’s an issue that the telcos are going to have to address.”
Greens communications spokeswoman, Sarah Hanson-Young, condemned Optus for choosing profits over protecting consumers. She called for a cultural overhaul of the company, asserting, “It has a problem with how it deals with its customers, and it’s time that we review its licence.”
In this context, many of these companies have shared how they plan to replace these devices. A spokesperson for Telstra indicated that they would provide options based on customers’ needs, stating, “If a replacement is required, we’ll provide some options based on our customer’s needs.” And that they would provide free replacements for their most vulnerable customers and affordable replacements for the rest.
Samsung has echoed this sentiment, committing to “provide an offer to customers who require their devices to be replaced.” As ambitious as these moves are, skepticism still abounds over whether these companies will be able to implement their commitments efficiently and meaningfully.
The Greens are calling for a Senate inquiry into the crisis to occur before Christmas. They highlight the historic opportunity we have to demand accountability and transparency from the telecommunications industry. Adam Suckling from ACMA expressed concerns about consumer protection, stating, “Australian consumers need to be confident that they will be treated fairly when purchasing services.”
As Optus awaits the outcome of an ACMA investigation that could result in sizeable fines, they now must come to terms with their obligations to affected customers. The unfolding situation highlights the dysfunction in the telecommunications industry and speaks to larger issues of consumer rights versus corporate accountability.
