I recently escalated an issue with TIO and Rachelle from Optus Customer relations group called in to provide an update but I missed her call as I was not at home. I have received an email from her with an update and I have replied back to contact me.
Just wondering is there a separate phone line to contact the Customer Relations Group. The number that was provided in the email was the regular Optus customer care number and the wait time is usually more than one hour and it is hard to explain to the customer care team from scratch.
Any idea about the contact number
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It's likely your case has been picked up by an outsourced agent so they do not have direct numbers to be contacted on, hence the e-mail.
You wouldn't have to "explain all over again", you could simply point out you have an active complaint with CRG and that you need to get the complaints manager nudged to call you back. They'll see their notes all over your files and would arrange this on your behalf. They cannot set a specific time or date, other than to arrange a call back.