Optus Remediation Program

Following a recent ACCC enforceable undertaking, Optus launched a Remediation Program
to support affected customers with eligible refunds or debt waivers.
Our objective was to produce a sensitive, highly accessible hero video and social cuts
to communicate this initiative to vulnerable audiences using plain English and a deeply
empathetic, culturally safe tone.

To ensure the campaign felt authentic, our team managed end-to-end production,
including sourcing relatable Australian talent and a welcoming residential location.
The final deliverables prioritised deliberate pacing, mandatory open captions,
clear scam-awareness disclaimers, and prominent placement of both the
Optus Specialist Care Team number (1300 082 820) and the dedicated response webpage.