Actioning Accessibility – a dynamic discussion

In a wide ranging and incisive discussion, Floyd Carvalho from Superloop, Mary Glikin from Optus, and Amy Childs from Telstra, unpacked the often-invisible barriers that prevent consumers from getting the support they need.

“Scripted sympathy doesn’t work” said Ms Glikin, when asked about how to meet consumers where they are. “We need ensure that our teams have effective escalation pathways”, she added.

Ombudsman Cynthia Gebert said that its incumbent on sector to rise to the challenge and demonstrate flexibility when engaging with consumers who are experiencing vulnerability.

“We remain committed to our core mission of delivering a free, fair, and accessible dispute resolution service for those in need” she said.