Singtel-owned Optus has introduced excess download charges on its home and broadband "Fusion" bundles, less than a week after telling ZDNet Australia that it had no plans to do so.
The new charges, appearing on brochures since the beginning of December, will see new Optus customers charged AU$0.15 (15 cents) for every megabyte over their monthly data allowance.
The carrier will charge this fee up to 2GB above the limit, after which connection speeds are limited to 64kbps.
Customers could subsequently be charged up to AU$300 a month extra on their bill.
Last week, an Optus spokesperson had flatly denied that the carrier planned to introduce excess charges, saying that the flyer distributed to Optus outlets which foreshadowed the announcement was "erroneous".
The so-called "erroneous" flyer was available online from the Optus Web site, but was pulled offline within 12 hours of ZDNet Australia reporting its existence.
Before being taken offline by Optus, ZDNet Australia saved a copy of the offending document, (screenshot above). Click on the image for a close-up view of the offending passage. This document is dated 14 September, 2007, indicating that the changes have been under consideration for some time.
Optus claims it did not "lie" about the introduction of excess charges, as it had made a disclaimer that there were "no current excess download charges on Optus Fusion plans," at the time.
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irate
07/12/2007 09:08 PM
I left telstra because they were overpriced. Went to Virgin broadband, where they were offering 4gb per month @ 512kbps and no extra charge after using monthly 4gb - slowing speed to 128kbps. Just looked at Virgin's website, they've cut monthly usage in half. When is the customer going to get what they pay for without having the rules changed without notification?
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cooldude_net
09/12/2007 08:35 AM
i don't think they need to give notification cos it's probably in their terms& conditions but when changes are made to plans etc, doesn't it only apply to new customers?
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Bullfrog
10/12/2007 01:12 AM
I think Australian broadband and mobile phone companies are one of the worlds worst rip off merchants after travelling throughout Europe and seeing what is being charged there.
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peter b
10/12/2007 11:47 PM
I had a lot of good will toward Optus, but this move has evaporated a large chunk of it.
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Uptis
11/12/2007 03:38 PM
Optus sucks, again! Or is it still? Having given them all my personal and business broadband, mobile and land line accounts, all I see is greed at every turn. They now charge a 1% [of each bill] Payment Processing Fee. So I am paying for the privilege of paying them! Almost makes you NOT want to!!
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tgjb
11/12/2007 06:08 PM
agree about optus. hate them and their tricky billing but can't get away because don't want to change email address.
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purveyor
13/12/2007 12:24 PM
@ Uptis: pay 1% payment fee or have the price of the entire service inflate by 1% I prefer knowing why the increase is there rather than guessing how much of it is for the service, and besides, more line items means more you can get back in your undoubtable heated discussions about your bill with CSRs
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pistenbroke
20/12/2007 01:48 PM
Well one and all, you don't have to put up with paying a "payment processing fee"! While it may be quite legal, if enough customers call Optus and complain then they will do something about it otherwise these companies will continue to abuse their customers forever. This issue simply needs enough customer power applied in the right place to get some action. Here is the process to stop this nonsense: 1. Call Optus Customer Service (1300 739 407) and complain. Now be prepared, as they will do nothing to help, so don't waste any more time than you want to on that call! But you must make the call first and get a name. So - after the call to Optus - 2. Call the Telecommunications Industry Ombudsman (TIO) - (1800 062 058) and lodge your complaint. The TIO will give you a reference number and another number to call. There is no paperwork involved! Then 3. Call the other number TIO gave you which is Optus Customer Relations and quote the TIO ref# and watch your complaint get addressed almost immediately. Just remember to be polite but firm thoughout the whole process and you will get your own back in Spades.
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pistenbroke
20/12/2007 01:48 PM
Well one and all, you don't have to put up with paying a "payment processing fee"! While it may be quite legal, if enough customers call Optus and complain then they will do something about it otherwise these companies will continue to abuse their customers forever. This issue simply needs enough customer power applied in the right place to get some action. Here is the process to stop this nonsense: 1. Call Optus Customer Service (1300 739 407) and complain. Now be prepared, as they will do nothing to help, so don't waste any more time than you want to on that call! But you must make the call first and get a name. So - after the call to Optus - 2. Call the Telecommunications Industry Ombudsman (TIO) - (1800 062 058) and lodge your complaint. The TIO will give you a reference number and another number to call. There is no paperwork involved! Then 3. Call the other number TIO gave you which is Optus Customer Relations and quote the TIO ref# and watch your complaint get addressed almost immediately. Just remember to be polite but firm thoughout the whole process and you will get your own back in Spades.
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Bennedy
15/01/2008 07:54 PM
I left telstra because they were overpriced. Went to Virgin broadband, where they were offering 4gb per month @ 512kbps and no extra charge after using monthly 4gb - slowing speed to 128kbps. Just looked at Virgin's website, they've cut monthly usage in half. When is the customer going to get what they pay for without having the rules changed without notification? Report offensive content REPLY- No telecommunications company would change charges on your account without your prior knowledge (Except DODO) Especially if you are under contract, im on the smallest Fusion plan and because i got the service before Optus decided to up the prices. Its very simple find the amazingly cheap Fusion plan that suits your needs and pick it!!!! If you compare this product to other companys it is absolutely amazing!! its not hard.
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veekumaar
27/01/2008 11:51 PM
Please give me a chance.
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Naz
13/04/2008 01:55 PM
its actually what the credit union bank company charge Optus for making it convenient for consumers to pay their bill
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