Optus's @Home users are demanding more choice for customers who exceed the service provider's usage limits, which currently see customers suspended who exceed NetStats 10 - or ten times the daily average of around 60-70 megabytes. Users that are suspended are reconnected, but re-offenders are disconnected permanently and the consequences are non-negotiable.
"We think this policy is too extreme, a better alternative could be found," the user petition, written by Fu Bo Xia, stipulates.
The petition proposes that Optus@Home offer a range of alternative options, including a charge for each extra megabyte downloaded after exceeding NetStats 10. -Those heaviest users, the ones mostly likely to go over NetStats 10 are the 'real' Optus@Home users. They are the most dependent and loyal of all...because no other ISP allows them to do what they are doing. So why do you kill off your best customers when you can just as easily be make money off them by implementing this scheme?" the petition queries.
The petition also suggests Optus@Home provides a temporary suspension of service penalty, during which time the user is denied Internet service.
-Unlike dial-up users, cable users are real Internet junkies...A period without Internet would be extremely torturous for us, hence will serve as a good punishment and deterrent for any future violations," the petition suggests.
The petition also proposes a scheme of infinite reconnections with a fee being slapped on each one.
In response to the petition, Optus@Home said it believes the MyNetStats monitoring tool is -extremely fair" as it provides users with greater freedom in terms of the overall amount they can download for their flat monthly subscription fee.
"From where we stand, we know the bulk of our users are satisfied with what they are getting for their flat monthly charge, and that the MyNetStats model is working well," a company representative said in an email to ZDNet Australia.
Optus@Home pointed out several independent assessments as proof its policy is working satisfactorily, including the ACNielsen.consult residential Broadband User Satisfaction tracking study conducted in May and July 2001, which found that over 90 percent of Optus@Home residential broadband users remained satisfied with their broadband experience. The report also indicated that Optus@Home had the lowest customer dissatisfaction of all Australian household broadband service providers at four percent, according to Optus@Home.
However, the petition points out that the users' gripe is not about the download limit set by Optus@Home -- whether NetStats 10 is or isn't an adequate download limit - but is about creating a -safety net" for the heavy Oputs@Home users, who exceed NetStats 10 -by accident, over indulgence or plain carelessness".
-We, the Optus@Home customers launch this petition under the assumption that Optus@Home is reasonable and operate under a customer orientated business strategy, hence would endeavor to seek out an Acceptable User Policy that is beneficial to its customers as well as its own business interests."
