A court has heard that Optus signed up a homeless, deaf and non-verbal amputee to five mobile contracts and then resisted complaints about its sales practices. The judge described such targeting as “inexcusable”.
According to the report, the case highlights the risks faced by disabled consumers when aggressive retail tactics are not checked by robust safeguards. The court was told the man communicated using sign language and had limited means — factors that should have triggered stronger protections instead of repeated sales.
The proceedings raise wider questions about how telcos identify vulnerability, record consent, and handle complaints from customers with disabilities. The judge’s remarks point to the need for better staff training, accessible communication at point-of-sale, and a duty to stop selling when affordability or comprehension is in doubt.
For disabled consumers and their advocates, the case is a reminder to document interactions, request accessible communication, and escalate concerns promptly when sales feel pressured or unsuitable.
