I initially contacted Singtel Optus Pty Limited (hereafter Optus) with my concerns about an road rage (road safety) incident that involved one of their vehicles and a fellow cyclist in February 2011. I was concerned both as a cyclist and as a Optus customer about this incident and I sought clarification from Optus with respect to their road safety policies. Â Due to my lack of satisfaction with the response from Optus to my initial concerns I wrote to Ms Chua Sock Koong, Group CEO of Singapore Telecommunication Limited (hereafter SingTel), the parent company of Singtel Optus Pty Ltd on March 25, 2011. Â For the record my letter to Ms Chua is repeated below with the response from Optus Human Resources Director, Vaughan Paul.
I am pleased to update this blog posting (May 26, 2011) to advise that the Queensland Police Service (QPS) has advised the cyclist involved that Optus has cooperated with the QPS (initial advice was to the contrary),Â and that Optus has penalised the vehicle driver all his bonuses for this year plus a warning letter has been placed on his personal file. Furthermore the QPS has issued the driver with a traffic infringement notice (TIN) for $300 and and three Â demerit. Â A good outcome for sure.
The matter of concern that sparked all this correspondence is recorded in this video:
My letter to Ms Chua, dated March 25, 2011 is as follows:
Ms Chua Sock Koong
Group CEO of Singapore Telecommunications Limited
31 Exeter Road
Comcentre #19-00Ms Chua Sock Koong
Dear Ms Chua
I am writing to you in respect to a matter involving your subsidiary, SingTel Optus and a incident involving a SingTel Optus vehicle which was brought to the attention ofÂ SingTel Optus via their online contact form on February 2, 2011.Â The incident referred to in the contact form can be viewed at http://www.youtube.com/watch?v=Da5FjMydR_E. I do understand that the Police are now involved in respect to this incident.
In my initial contact to SingTel Optus on February 2, 2011 I asked for the following information in relation to this incident:
1.Can you please advise what action has been taken in response to this careless and irresponsible Optus employee?
2.Can you please advise what is your road safety policy, and
3.what steps you are taking to ensure you staff are aware of their responsibilities?
I closed my contact form with the following comment:
I remind Optus that is required to implement safe work practices; please do so. I also remind you that as a customer I am discouraged by the actions of this Optus representative from renewing my phone contact.
On February 10, 2011 I received the following response from Ms Abigail Lilly, Team Leader, Consumer Resolve â€“ Account Admin:
Thank you for your email, I have forwarded the details to our corporate affairs team and also the Human resource team to investigate further and see if any action can be taken.
First and foremost this response was outside of the five days expected response time stated by SingTel Optus and hence it is disappointing that your staff cannot meet this simple corporate responsibility objective. I must also express my disappointment at the lack of manners shown by Ms Lilly in her response.
The above notwithstanding my greater concerns reside with the manner that my enquiry has been treated.Â Ms Chua please understand that I donâ€™t go to the trouble of contacting SingTel Optus to be treated in such manner.
I asked three specific questions, of which all have been ignored, despite your claims of corporate responsibility at http://www.optus.com.au.
Ms Chua my questions remain unanswered and I look forward to your response to same and to your indications as to what steps SingTel Optus is taking to ensure it behaves in a responsibility manner and in particular what steps it is taking to address its staff behaviour on the roads.
On April 15, 2011 SIngTel Optus Pty LImited Human Resources Director, Mr Vaughan Paul replied on behalf of Ms Chua: