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Online Community Manager
Online Community Manager

Content Refund Offer

If you have received a notification about a content refund offer, please read below.

 

“We identified you may have incurred third party content charges you shouldn't have paid for.

To make things right, we’re offering you a refund of $XXXX.XX for these charges. Visit

https://dcbrefunds.optus.com.au for more info or to accept this refund using your unique <PIN> . “

 

If you have additional questions, (please read the FAQ’s below) you can chat with us anytime at optus.com.au/livechat  or comment below Smiley Happy

FAQ

 

  1. What is direct carrier billing?

 

  • DCB is a payment method which enables customers to purchase third party content on a one-off or subscription basis from a third party (DCB content),and have the charges for that content billed directly to their Optus account.
  • DCB content purchased via the DCB service includes "premium" content services (such as news websites), downloadable applications such as games or ringtones) and other content (such as "voting" in television programs) not obtained via the Optus Smart Shop or an app store (such as the Apple App store or Google Play store).
  • DCB doesn’t include Premium SMS, Infocall, Optus branded media products, or content supplied through an app store such as Google Play or the Apple app store.
  • DCB is different to Premium SMS services to which the customer subscribes by sending an SMS.

 

  1. How did Optus charge me for services I shouldn't have paid for?

 

The systems and processes that Optus used to bill DCB content were not adequate and Optus has acknowledged this to the Court.  The Court has imposed a $10 million penalty on Optus (which Optus has paid), and Optus has committed to the Court to offer refunds to customers that incurred third party content charges that they shouldn't have paid for.   

 

  1. Does Optus still offer direct carrier billing?

No.

 

From 24 August 2018, Optus ceased offering DCB content (other than a limited number of services for one-off content for TV shows, magazines and mobile gaming, which require express customer agreement to each purchase being charged to the customer's account). 

 

Premium content provided by certain third party providers was not affected by the issues with DCB content.  Premium content from the following third party providers remains available and you can continue to consent to that content being charged to your Postpaid account or debited from your Prepaid credit balance:

  • Google Play
  • Microsoft Store
  • Spotify
  • Netflix
  • Premium SMS (TV Competitions and voting)

 

  1. How does the offer of a refund work?
  • Optus is required to identify and communicate with current and former customers that are entitled to a refund.
  • Customers that are offered a refund will be invited to visit an Customer Refund Portal and enter a unique PIN which allows the customer to accept the refund. The screens and text that the customer will see is as shown above under Customer Communications.
  • Current Postpaid customers that accept the refund will have a credit applied to their account within 30 days. Former Postpaid customers and Prepaid customers will be asked to confirm their mailing address and a cheque for the refund amount will be sent to them to present at their bank.
  • Optus is communicating with customers by a mixture of email and SMS (using the customer contact details that it has). The Optus website will also contain information on how refunds can be claimed.
  • Live Web Chat will be available to customers that may have questions when visiting the Customer Refund Portal to accept their refund. 
  • Current and former customers that complain to Optus that they are entitled to a refund or a different refund, can contact Optus to complain and Optus will deal with that complaint directly in good faith.

 

  1. Does this impact all third party content?
  • This change only impacts some third party content (non-Optus) services and subscriptions.
  • Premium content from the following third party providers remains available and you can continue to consent to that content being charged to your Postpaid account or debited from your Prepaid credit balance:
    • Google Play
    • Microsoft Store
    • Spotify
    • Netflix
    • Premium SMS (TV Competitions and voting)

  1. Can I be sure that the offer of a refund is not a scam or hoax?
  • The offer of a refund by Optus is not a scam or hoax. It is genuine.
  • Optus has committed to the Federal Court to offer current and former customers a refund for third party content services they shouldn't have paid for. The offer of refund by Optus is being done to fulfil that commitment.

 

  1. Is the information I provide to confirm my mailing address secure?
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