Following last year’s devastating cyber attack on Optus, the Telecommunications Industry Ombudsman recently revealed that the event has caused a huge jump in phone and internet complaints. 

According to the Ombudsman, telco complaints from small businesses and households rose 9.9 per cent from October to December. Around half of the complaints that were related to mobile services rose to 19 per cent, while complaints about internet services jumped by over 10 per cent. 

“The complaints from this period of October to December really highlight the problems people are experiencing because of this breach,” Telecommunications Industry Ombudsman Cynthia Gebert said. 

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Aside from the multiple complaints on phone and internet services, many customers have also raised the issue of privacy concerns caused by the hack. 

Over 10 million people were caught up in the Optus data breach last year, when cyber criminals stole identifying information such as names, contact details, records and passport data.  

Many customers also reported non-financial losses including stress and humiliation in the months following the hack. 

Aside from privacy issues, many customers were also concerned about termination fees, customer service and failing to cancel a mobile service. 

These factors have contributed to the rise in complaints about Optus, which rose by more than 39 per cent over the quarter. 

Ombudsman Gebert said her office was working with Optus to ensure consistent approaches were being taken when resolving concerns. 

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Optus is just one of the many companies currently facing massive backlash following a cyber security attack. IiNet, which also suffered a cyber attack and email outage, saw an increase of almost 21 per cent in complaints. 

Concerns about TPG and Vodafone had also increased but dropped for 10 other major telcos. 

With AAP 

Eliza Sayon

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Eliza is a content producer and editor at Public Spectrum. She is an experienced writer on topics related to the government and to the public, as well as stories that uplift and improve the community.

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