Telco Customer Service Changes

The COVID-19 pandemic and its associated restrictions, both domestically and internationally, had an impact on telco customer service arrangements. For example, some telcos had to close some of their stores during COVID-19 restrictions, and extended wait times were more likely when contacting telco customer support teams via phone or instant chat. Telcos asked customers to use self-service channels (such as the My Optus app, the Telstra 24x7 app, or MyVodafone) to trouble-shoot their issues where possible.

ACCAN believes that telcos have now largely resolved these COVID-19 associated customer service disruptions. You may be able to find specific information on your telco’s website about any ongoing impacts that COVID-19 is having on their customer service.


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