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"Go back to your ocean": Olympic medallist insulted by French customs officer

<p>An Aussie Olympic medallist was caught off guard upon his return home to Brisbane, when he was called out by a French customs officer. </p> <p>Jack Robinson, who won silver in the surfing competition in Tahiti as part of the Paris Games, was returning to Aussie shores with his medal in tow and happy with his Olympic performance. </p> <p>However, when he was greeted by a customs officer who happened to be French, things took a turn. </p> <p>The Frenchman took the opportunity to stick it to the Aussie Olympic runner up, relishing the fact that Kauli Vaast, from France, had won gold in the comp. </p> <p>Taking to TikTok to share the hilarious encounter with his followers, Mr Robinson said: "what are the odds of being welcomed like this?"</p> <div class="embed" style="font-size: 16px; box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; vertical-align: baseline; outline: currentcolor !important;"><iframe class="embedly-embed" style="box-sizing: inherit; margin: 0px; padding: 0px; border-width: 0px; border-style: none; vertical-align: baseline; width: 600px; max-width: 100%; outline: currentcolor !important;" title="tiktok embed" src="https://cdn.embedly.com/widgets/media.html?src=https%3A%2F%2Fwww.tiktok.com%2Fembed%2Fv2%2F7400700745911225618&amp;display_name=tiktok&amp;url=https%3A%2F%2Fwww.tiktok.com%2F%40jackrobinsonsurf%2Fvideo%2F7400700745911225618%3Fembed_source%3D121374463%252C121451205%252C121439635%252C121433650%252C121404359%252C121351166%252C121331973%252C120811592%252C120810756%253Bnull%253Bembed_masking%26refer%3Dembed%26referer_url%3Dwww.escape.com.au%252Fnews%252Faussie-silver-medal-surfer-jack-robinson-brutally-burned-by-french-customs-officer%252Fnews-story%252F48306be5756c2cf2d353787e823bf812%26referer_video_id%3D7400700745911225618&amp;image=https%3A%2F%2Fp16-sign-sg.tiktokcdn.com%2Fobj%2Ftos-alisg-p-0037%2F99adeff03a574c23861d622aa90e9b89_1723109925%3Flk3s%3Db59d6b55%26nonce%3D74009%26refresh_token%3Db5b746d3b3a1eb36e30b00a6f4cd678d%26x-expires%3D1723780800%26x-signature%3Dh7x7Li%252B%252BEw4xdRkWkw2PKU3jkNQ%253D%26shp%3Db59d6b55%26shcp%3D-&amp;key=59e3ae3acaa649a5a98672932445e203&amp;type=text%2Fhtml&amp;schema=tiktok" width="340" height="700" frameborder="0" scrolling="no" allowfullscreen="allowfullscreen"></iframe></div> <p>"Yeah ze French guy in the Australian customs. So on my way back from Tahiti I arrive from ze flight and I get ze dec-er-al-ation, I come to ze customs, the guy looks at me and says 'Ey, better luck next time zon, go back to your ocean.'"</p> <p>Despite the customs officer's remarks, many Aussies praised Robinson's performance in Tahiti, as fans hailed his "amazing efforts".</p> <p>His TikTok was flooded with comments, with many saying they believed that the officer "did not mean it badly", as Robinson confirmed he had taken the jibe in his stride. </p> <p>Others said the Frenchman could "go back to his 'La Seine'", while others remarked, "Bro the French are cocky asf, you did good man" and "Why the French so smug? That's a Tahitian gold, not a 'French' one."</p> <p><em>Image credits: TikTok</em></p>

Travel Trouble

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Optus giving away 20,000 free phones to vulnerable customers

<p>Optus will be giving away 20,000 mobile phones to vulnerable customers ahead of the 3G network shut down. </p> <p>Following the footsteps of Telstra, who gave out <a href="https://www.oversixty.com.au/finance/money-banking/telstra-giving-free-phones-to-elderly-and-remote" target="_blank" rel="noopener">12,000 mobile phones</a> to their most vulnerable remote and elderly customers last month, Optus will offer thousands of free mobile phones to customers enduring financial hardship and vulnerable customers finding it difficult to replace their current phones. </p> <p>“We know that many impacted customers are actually using a 4G handset that reverts to 3G for calls, so it’s vital these customers understand the importance of upgrading their handsets when notified,” Optus’ head of new products Harvey Wright said.</p> <p>Messages have been sent to eligible customers, and the telco giant has also rolled out special deals encouraging Australian's to upgrade. </p> <p>The move to switch off 3G means that soon certain mobile devices will no longer be able to send texts, make calls, or contact triple-0 in an emergency. A few older 4G handsets will also be affected. </p> <p>Telstra will turn off their 3G network on August 31, while Optus will turn it off on September 1. </p> <p>TPG Telecom and Vodafone have already turned it off. </p> <p>Australia's mobile network operators say that the move will help boost the capacity, speed and reliability of the newer 4G and 5G networks. </p> <p>The Australian Mobile Telecommunications Association (AMTA) have also urged customers to take action to ensure that they stay connected. </p> <p>“Whether it’s your day-to-day mobile or one you keep in the drawer for an emergency, we encourage you to check all of your devices to ensure they will be supported once Australia’s 3G networks are switched off,” AMTA chief executive Louise Hyland said. </p> <p>The AMTA suggests that concerned customers should visit their <a href="https://amta.org.au/3g-closure/" target="_blank" rel="noopener">website</a> to find out if their devices will be supported. </p> <p>“It is important to note that while 3G networks are still in operation, those affected mobile devices will continue to connect to any available 3G network while in coverage, to make emergency calls to triple-0,” Hyland said.</p> <p>“However, once the 3G networks are fully closed, these phones will not be able to make emergency calls.</p> <p>“It is crucial to act now if you know you have an older mobile device and you haven’t already upgraded.”</p> <p><em>Image: Shutterstock</em></p>

Money & Banking

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Is social media making you unhappy? The answer is not so simple

<div class="theconversation-article-body"><em><a href="https://theconversation.com/profiles/melissa-humphries-584274">Melissa Humphries</a>, <a href="https://theconversation.com/institutions/university-of-adelaide-1119">University of Adelaide</a> and <a href="https://theconversation.com/profiles/lewis-mitchell-266859">Lewis Mitchell</a>, <a href="https://theconversation.com/institutions/university-of-adelaide-1119">University of Adelaide</a></em></p> <p>You may have seen headlines that link social media to sadness and depression. Social media use goes up, happiness goes down. But recent studies suggest those findings might not be so straightforward.</p> <p>Although it is true that people’s feelings of envy and depression are linked to high social media use, there is evidence to suggest social media use may not be <em>causing</em> that relationship. Instead, your mindset may be the biggest thing affecting how social media connects to your wellbeing.</p> <p>People who feel they are able to use social media, rather than social media “using them”, tend to gain more benefits from their online interactions.</p> <h2>Why do people use social media?</h2> <p>Social media covers a broad range of platforms: social networking, discussion forums, bookmarking and sharing content, disseminating news, exchanging media like photos and videos, and microblogging. These appeal to a wide range of users, from individuals of all ages through to massive businesses.</p> <p>For some, social media is a way to connect with people we may not otherwise see. In the United States, 39% of people say they <a href="https://www.americansurveycenter.org/research/the-state-of-american-friendship-change-challenges-and-loss">are friends with people they only interact with online</a>.</p> <p>For older people, this is especially important for increasing feelings of connectedness and wellbeing. Interestingly though, for older people, <a href="https://www.sciencedirect.com/science/article/pii/S0747563223004545">social media contact with family does not increase happiness</a>. Meanwhile, younger adults report <em>increased</em> happiness when they have more social media contact with family members.</p> <p>Teens, in particular, find social media most useful for <a href="https://www.pewresearch.org/internet/2022/11/16/connection-creativity-and-drama-teen-life-on-social-media-in-2022/">deepening connections and building their social networks</a>.</p> <p>With social media clearly playing such an important role in society, many researchers have tried to figure out: does it make us happier or not?</p> <h2>Does social media make us happier?</h2> <p>Studies have taken a variety of approaches, including asking people directly through surveys or looking at the content people post and seeing how positive or negative it is.</p> <p>One survey study from 2023 showed that as individuals’ social media use increased, <a href="https://www.researchgate.net/publication/372582895_The_Relationship_Between_Social_Media_Addiction_Happiness_and_Life_Satisfaction_in_Adults_Analysis_with_Machine_Learning_Approach">life satisfaction and happiness decreased</a>. Another found that <a href="https://www.tandfonline.com/doi/full/10.1080/0144929X.2023.2286529">less time on social media</a> was related to increases in work satisfaction, work engagement and positive mental health – so improved mental health and motivation at work.</p> <p>Comparing yourself to others on social media is connected to feelings of envy and depression. However, <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9955439/">there is evidence</a> to suggest depression is the predictor, rather than the outcome, of both social comparison and envy.</p> <p>All this shows <a href="https://academic.oup.com/jcmc/article/29/1/zmad048/7612379?login=false">the way you <em>feel</em> about social media matters</a>. People who see themselves using social media rather than “being used” by it, tend to gain benefits from social media and not experience the harms.</p> <p>Interviews with young people (15–24 years) using social media suggest that positive mental health among that age group was influenced by <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8933808/">three features</a>:</p> <ul> <li>connection with friends and their global community</li> <li>engagement with social media content</li> <li>the value of social media as an outlet for expression.</li> </ul> <p>There are also studies that look at the emotions expressed by more frequent social media users.</p> <p>The so-called “<a href="https://epjdatascience.springeropen.com/articles/10.1140/epjds/s13688-017-0100-1">happiness paradox</a>” shows that most people think their friends on social media appear happier than themselves. This is a <a href="https://dl.acm.org/doi/10.1145/3110025.3110027">seeming impossibility</a> that arises because of <a href="https://www.nature.com/articles/srep04603">the mathematical properties</a> of how friendship networks work on social media.</p> <p>In one of our studies, Twitter content with recorded locations showed residents of cities in the United States that <a href="https://journals.plos.org/plosone/article/figure?id=10.1371/journal.pone.0064417.g007">tweeted more tended to express less happiness</a>.</p> <p>On the other hand, in Instagram direct messages, happiness has been found to be <a href="https://journals.sagepub.com/doi/full/10.1177/20563051241229655">four times more prevalent than sadness</a>.</p> <h2>How does internet use in general affect our wellbeing?</h2> <p>Some of the factors associated with decreased mental health are not aligned with social media use alone.</p> <p><a href="https://journals.sagepub.com/doi/full/10.1177/0963721419838244">One recent study</a> shows that the path to decreased wellbeing is, at least partially, connected to digital media use overall (rather than social media use specifically). This can be due to sleep disruption, reduced face-to-face social interaction or physical activity, social comparison, and cyberbullying. None of these exist for social media alone.</p> <p>However, social media platforms are known to be driven by recommendation algorithms that may send us down “rabbit holes” of the same type of (increasingly extreme) content. This can lead to a distorted view of the world and our place in it. The important point here is to maintain a diverse and balanced information diet online.</p> <p>Interestingly, interacting on social media is not the only thing affecting our mental state. <a href="https://journals.plos.org/plosone/article?id=10.1371/journal.pone.0090315">Rainfall influnces</a> the emotional content of social media posts of both the user experiencing rain, and parts of their extended network (even if they don’t experience rain!).</p> <p>This suggests that how we feel is influenced by the emotions in the posts we see. The good news is that happy posts are the most influential, with each happy post encouraging close to two additional happy updates from a user’s friends.</p> <p>The secret to online happiness therefore may not be to “delete your account” entirely (which, <a href="https://www.nature.com/articles/s41562-018-0510-5">as we have found</a>, may not even be effective), but to be mindful about what you consume online. And if you feel like social media is starting to use you, it might be time to change it up a bit.<!-- Below is The Conversation's page counter tag. Please DO NOT REMOVE. --><img style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important;" src="https://counter.theconversation.com/content/232490/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" /><!-- End of code. If you don't see any code above, please get new code from the Advanced tab after you click the republish button. The page counter does not collect any personal data. More info: https://theconversation.com/republishing-guidelines --></p> <p><em><a href="https://theconversation.com/profiles/melissa-humphries-584274">Melissa Humphries</a>, Senior Lecturer, School of Computer and Mathematical Sciences, <a href="https://theconversation.com/institutions/university-of-adelaide-1119">University of Adelaide</a> and <a href="https://theconversation.com/profiles/lewis-mitchell-266859">Lewis Mitchell</a>, Professor of Data Science, <a href="https://theconversation.com/institutions/university-of-adelaide-1119">University of Adelaide</a></em></p> <p><em>Image credits: Shutterstock </em></p> <p><em>This article is republished from <a href="https://theconversation.com">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/is-social-media-making-you-unhappy-the-answer-is-not-so-simple-232490">original article</a>.</em></p> </div>

Mind

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Cafe targeted online for charging customer a "heating fee"

<p>A cafe in Melbourne has copped a wave of backlash online after allegedly charging a customer to heat up his muffin for breakfast. </p> <p>The disgruntled diner took to Facebook to complain about the extra fee on his $7 muffin at the cafe and claimed the first he knew of it was when he saw it on his receipt.</p> <p>His post went viral with hundreds of people slamming café etiquette and urging him to go to the ACCC.</p> <p>"A f***ing dollar to heat my muffin? It's cr*p like this that just makes you shake your head and question where it is all going," the customer wrote in his original post.</p> <p>The cafe has since hit back at the post, and the angry customer who wrote it, saying the extra charge had been an error despite Heat Standard $1.00 being written on the receipt.</p> <p>They also said the customer could have simply solved the issue in person rather than blasting them online.</p> <p>"We do not nor have we ever charged for any heating of our wonderful baked treats," the café spokesperson told <a href="https://www.dailymail.co.uk/femail/real-life/article-13465591/Melbourne-cafe-targeted-angry-mob-charging-1-heating-fee-muffin-Aussies-reveal-hidden-charges-theyve-hit-amid-cost-living-crisis.html" target="_blank" rel="noopener"><em>Daily Mail Australia</em></a>.</p> <p>"Unfortunately this has become a mountain of an issue that could have easily been resolved without a lynch mob caused by negligence at the hands of an influential keyboard warrior who ironically sells the idea of spiritual life practices and being grounded yet flipped out over a muffin."</p> <p>The original post racked up more than 870 comments before it was deleted, and more than 1,000 reactions.</p> <p>Some of those who saw it went on to slam the cafe by sending them threatening messages, commenting on posts on Instagram and calling their business phone to hurl abuse. </p> <p>"It's a sad world when a local cafe that aims for nothing more then customer satisfaction and community values to be upheld gets threatening messages from rogue vigilantes about wanting to see us go out of business over a muffin being prepared and served to quality standards," the cafe owners said.</p> <p>The cafe responded to the growing backlash online by announcing their muffins would be free on Tuesday.</p> <p class="mol-para-with-font" style="margin: 0px 0px 16px; padding: 0px; min-height: 0px;"><em>Image credits: Facebook / Shutterstock </em></p>

Travel Trouble

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Big W customer gobsmacked over $4000 shipping fee

<p>A Big W customer was only trying to buy an outdoor play set for her kids but got the shock of her life when she saw the "ridiculous" shipping fee that was over three times the cost of the play set. </p> <p>The Singleton mum had added the $1,200 item to her cart while shopping online and was about to check out when she was greeted with a $4,466 shipping fee. </p> <p>"How in God's name can they charge $4,466 for delivery! Big W are slowly losing my vote!" the outraged mum wrote on Facebook, even swearing off the department store for the apparent money grab. </p> <p>According to the Big W website, the play set is sent via Plum Play, a "trusted partner", and not by Big W stores, and because the woman lives in a rural area, she initially believed that was the reason for the extortionate shipping costs. </p> <p>A few other shoppers criticised the high fee. </p> <p>"That is fricken ridiculous!!!! No one would pay that," one said. </p> <p>"Jesus, are you ordering a few pallets of bricks? No way normal merchandise would cost that much to send," another wrote. </p> <p>A few others questioned the weight of the item and where she lived, while others tried to buy the same item and got even higher shipping fees. </p> <p>"It jumped a few grand for a couple of ks for me," one wrote, with the cost of standard delivery for the play set at $7,858. </p> <p>Some reported fees of up to $50,000, but most were $7,000 to $10,000. </p> <p>The department store has addressed the issue and told <em>Yahoo News Australia</em> that an "error on the website" was to blame. </p> <p>They have since corrected the delivery charges which should have been about $100 for the woman's location. </p> <p>"We were made aware of a delivery calculation error on our website which has since been resolved. We apologise for any inconvenience this has caused," a spokesperson told the publication. </p> <p><em>Image: Getty</em></p>

Money & Banking

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Jeweller shares the cost of Albo's custom engagement ring

<p>A jewellery expert has shared the estimated cost of the custom diamond ring Anthony Albanese bought to propose to his long-term partner Jodie Haydon. </p> <p>The Prime Minister shared the heart-warming news of the engagement on Valentine's Day, sharing a loved up snap of the happy couple, as Jodie showed off her ring. </p> <p>Albo revealed he chose Nicola Cerrone’s Leichhardt-based Cerrone Jewellers store to design the diamond ring before popping the question.</p> <p>Now, a different NSW jeweller has shared their estimated  cost of the impressive diamond, telling NCA NewsWire the ring could be worth up to $240,000. </p> <p>The jeweller, who wished to remain anonymous, admitted diamonds are incredibly varied in terms of pricing depending on colour, cut and clarity and difficult to evaluate from an image, but they confirmed Mr Albanese didn’t appear to spare any expense. </p> <p>“This looks to be roughly a 3ct Round Brilliant Cut Diamond on an 18ct Rose Gold Band,” the jeweller said.</p> <p>“The ring is a four prong solitaire with a slightly wider band - definitely a very popular style at the moment!”</p> <blockquote class="instagram-media" style="background: #FFF; border: 0; border-radius: 3px; box-shadow: 0 0 1px 0 rgba(0,0,0,0.5),0 1px 10px 0 rgba(0,0,0,0.15); margin: 1px; max-width: 540px; min-width: 326px; padding: 0; width: calc(100% - 2px);" data-instgrm-captioned="" data-instgrm-permalink="https://www.instagram.com/reel/C3W8CdZyXd5/?utm_source=ig_embed&utm_campaign=loading" data-instgrm-version="14"> <div style="padding: 16px;"> <div style="display: flex; flex-direction: row; align-items: center;"> <div style="background-color: #f4f4f4; border-radius: 50%; flex-grow: 0; height: 40px; margin-right: 14px; width: 40px;"> </div> <div style="display: flex; flex-direction: column; flex-grow: 1; justify-content: center;"> <div style="background-color: #f4f4f4; border-radius: 4px; flex-grow: 0; height: 14px; margin-bottom: 6px; width: 100px;"> </div> <div style="background-color: #f4f4f4; border-radius: 4px; flex-grow: 0; height: 14px; width: 60px;"> </div> </div> </div> <div style="padding: 19% 0;"> </div> <div style="display: block; height: 50px; margin: 0 auto 12px; width: 50px;"> </div> <div style="padding-top: 8px;"> <div style="color: #3897f0; font-family: Arial,sans-serif; font-size: 14px; font-style: normal; font-weight: 550; line-height: 18px;">View this post on Instagram</div> </div> <div style="padding: 12.5% 0;"> </div> <div style="display: flex; flex-direction: row; margin-bottom: 14px; align-items: center;"> <div> <div style="background-color: #f4f4f4; border-radius: 50%; height: 12.5px; width: 12.5px; transform: translateX(0px) translateY(7px);"> </div> <div style="background-color: #f4f4f4; height: 12.5px; transform: rotate(-45deg) translateX(3px) translateY(1px); width: 12.5px; flex-grow: 0; margin-right: 14px; margin-left: 2px;"> </div> <div style="background-color: #f4f4f4; border-radius: 50%; height: 12.5px; width: 12.5px; transform: translateX(9px) translateY(-18px);"> </div> </div> <div style="margin-left: 8px;"> <div style="background-color: #f4f4f4; border-radius: 50%; flex-grow: 0; height: 20px; width: 20px;"> </div> <div style="width: 0; height: 0; border-top: 2px solid transparent; border-left: 6px solid #f4f4f4; border-bottom: 2px solid transparent; transform: translateX(16px) translateY(-4px) rotate(30deg);"> </div> </div> <div style="margin-left: auto;"> <div style="width: 0px; border-top: 8px solid #F4F4F4; border-right: 8px solid transparent; transform: translateY(16px);"> </div> <div style="background-color: #f4f4f4; flex-grow: 0; height: 12px; width: 16px; transform: translateY(-4px);"> </div> <div style="width: 0; height: 0; border-top: 8px solid #F4F4F4; border-left: 8px solid transparent; transform: translateY(-4px) translateX(8px);"> </div> </div> </div> <div style="display: flex; flex-direction: column; flex-grow: 1; justify-content: center; margin-bottom: 24px;"> <div style="background-color: #f4f4f4; border-radius: 4px; flex-grow: 0; height: 14px; margin-bottom: 6px; width: 224px;"> </div> <div style="background-color: #f4f4f4; border-radius: 4px; flex-grow: 0; height: 14px; width: 144px;"> </div> </div> <p style="color: #c9c8cd; font-family: Arial,sans-serif; font-size: 14px; line-height: 17px; margin-bottom: 0; margin-top: 8px; overflow: hidden; padding: 8px 0 7px; text-align: center; text-overflow: ellipsis; white-space: nowrap;"><a style="color: #c9c8cd; font-family: Arial,sans-serif; font-size: 14px; font-style: normal; font-weight: normal; line-height: 17px; text-decoration: none;" href="https://www.instagram.com/reel/C3W8CdZyXd5/?utm_source=ig_embed&utm_campaign=loading" target="_blank" rel="noopener">A post shared by Anthony Albanese (@albomp)</a></p> </div> </blockquote> <p>The jeweller said Mr Albanese chose a classic style ring but noted the personal touches. </p> <p>“A round brilliant cut solitaire is one of the most classic styles of engagement ring and is consistently the top pick regardless of current trends - however the rose gold band is definitely a more personalised pick,” they said. </p> <p>“As far as pricing goes, assuming the diamond is a natural stone rather than lab grown it could be worth anywhere from $60,000 to $240,000.”</p> <p>Mr Albanese told Triple M radio on Friday that he enlisted the help of the local jeweller in his electorate, with his dog Toto in tow for moral support. </p> <p>“They made it – it’s bespoken. One-off,” the Prime Minister said. </p> <p>“They took different aspects and came back to us with different text messages, photos, and put it together – and Nic was just amazing, the artistry that’s it's got.”</p> <p>“I know what I like – but I don’t know what any of it’s called,” he said. "Toto was with me too.”</p> <p><em>Image credits: Getty Images / Instagram</em></p>

Relationships

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AusPost customer faces extra charge for using cash

<p dir="ltr">As conversations continue about moving to a cashless society, an Australia Post customer was outraged after being slapped with a charge for using cash. </p> <p dir="ltr">Brisbane resident Gerrie Hoogland shared her outrage after hearing about the supposed cash charge through a friend, who claims they were charged $2.20 for wanting to use cash to pay a bill. </p> <p dir="ltr">Hoogland recounted the story on X, formerly known as Twitter, to share the story, while asking if anyone else had encountered anything similar. </p> <p dir="ltr">She wrote, “A friend of my husband’s went to pay a bill at the Post Office last week. He gave them $82.00 in cash and they said they would have to charge him $2.20 for using cash.”</p> <p dir="ltr">“He refused to pay it after telling them cash is legal tender, and then he left without paying the bill at all. Is anyone else hearing more of this?”</p> <p dir="ltr">A number of Aussies took to the comments to call out Australia Post for being “shady”, with some calling the fee a “scam” and a “disgrace”. </p> <p dir="ltr">However the outrage towards Australia Post may be misplaced. </p> <p dir="ltr"><em><a href="https://au.finance.yahoo.com/news/australia-post-customer-charged-220-for-using-cash---but-is-the-outrage-warranted-025519571.html">Yahoo Finance</a></em> has contacted the national postal service and understands the fee is set by individual billers, rather than Australia Post themselves.</p> <p dir="ltr">The fee relates to bills paid in person at an Australia Post outlet via Post Billpay and can apply to both cash and card transactions, and whether or not the fee is passed onto the customer will depend on the individual biller. </p> <p dir="ltr">In recent years, a number of billers charge an additional payment fee for bills paid in person, with some notable examples include telcos Telstra, Optus and Vodafone.</p> <p dir="ltr"><em>Image credits: Shutterstock</em><span id="docs-internal-guid-934db778-7fff-f88e-e460-f8550a0ce109"></span></p>

Money & Banking

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Disabled customer "crushed" by Coles' new smart gate

<p>A customer using a wheelchair has been crushed by Coles' new controversial smart gates, just months after it was rolled out in Aussie stores. </p> <p>The smart gates were added to self-serve check-outs across the country late last year as a security measure against thieves. </p> <p>The gates were installed with a range of other security measures in response to rising theft rates, including "CCTV, electronic article surveillance (EAS), and in some stores new smart gate technology that automatically opens as customers make payment for their products," according to a Coles spokesperson. </p> <p>But on Tuesday a customer, who chose to remain anonymous, said that one of the smart gates “slammed shut” on them and their wheelchair, while they were on their routine shopping trip with their son. </p> <p>After buying a few things the customer said that they were heading to the "wide open" gate, and their son passed through safely. </p> <p>But, when they tried to follow, the gate abruptly closed “hitting” their arms and “crushing” their wheelchair.</p> <p>The gate began to beep and only reopened when the customer pushed their way through. </p> <p>Fortunately, the customer was not injured but wanted to raise awareness on the issue. </p> <p>“I’ll be calling every day until SOMEONE tells me how to avoid being crushed next time,” they said.</p> <p>A few other annoyed customers slammed the "invasive" and "annoying" technology. </p> <p>“One literally snapped shut on our pram as we were pushing our kiddo through,” one person wrote on social media. </p> <p>“I’d walked out the store first, pram and husband following behind. Especially cause they make them too small for you to go side-by-side!</p> <p>“It’s insane, and I refuse to look at any self check out or check out with that in the path.”</p> <p>Another added: “Not long until an elderly person is knocked over by them and breaks their hip or similar." </p> <p>"It’s turning into a jail rather than a supermarket,” a third wrote. </p> <p><em>Image: Getty</em></p> <p> </p>

Legal

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Woolworths impresses customers with welcome "treat"

<p>Woolworths have given their customers a reason to smile after giving shoppers an unexpected offer. </p> <p>The supermarket giant has been praised for a simple but thoughtful gesture to customers trying to beat the heat while doing groceries. </p> <p>On a particularly hot day, a Woolworths store put bins of ice and bottles of water by the entrance for shoppers to take, with no charge. </p> <p>"Dear customers, we are in for a warm day. Stay safe and hydrated. Please enjoy a bottle of cold water from the store team," read signs attached to tubs at the shop.</p> <p>The small but significant gesture didn't go unnoticed by grateful shoppers, with one customer sharing a photo of the freebies on Facebook and describing it as a "great idea".</p> <p>Another shopper agreed, commenting, "As it was 40°C in Adelaide today, cold water would have been a treat."</p> <p>"Can grab some apples for the kids and a bottle of water," added someone else, referencing the free fruit for children also offered by the retailer.</p> <p>A spokesperson from Woolworths shared with <a href="https://au.news.yahoo.com/woolworths-stuns-with-unexpected-offer-for-customers-085030601.html" target="_blank" rel="noopener"><em>Yahoo News Australia</em></a> that this offer embodies a commitment to acts of kindness that are encouraged among the retailer's network of supermarkets.</p> <p>"Our store teams try and bring a little good to our customers every day," the spokesperson said.</p> <p>Not everyone was impressed by the generous offer, however, including a critic who suggested that what the supermarket was "really saying is that there's no air conditioning in their store".</p> <p>Others were also quick to comment that while the bottles of water were a nice offer, what would really help them would be a reduction in soaring grocery prices as the cost of living crisis continues. </p> <p><em>Image credits: Facebook / Shutterstock</em></p>

Caring

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Booking customers on flights that were cancelled – how could Qantas do that?

<p><em><a href="https://theconversation.com/profiles/volodymyr-bilotkach-145437">Volodymyr Bilotkach</a>, <a href="https://theconversation.com/institutions/purdue-university-1827">Purdue University</a></em></p> <p>Fining Qantas <a href="https://www.atn.aero/#/article.html?id=87951">A$600 million</a> if it is found to have knowingly sold so-called “ghost flights” would be fair, according to the Australian Competition and Consumer Commission.</p> <p>The commission this week <a href="https://www.accc.gov.au/media-release/accc-takes-court-action-alleging-qantas-advertised-flights-it-had-already-cancelled">launched action</a> in the Federal Court alleging Qantas engaged in false, misleading or deceptive conduct by selling tickets on flights that had already been cancelled, and not informing passengers of cancellations in a timely manner.</p> <p>The regulator’s charges against the airline, which last month reported a record <a href="https://www.theguardian.com/business/2023/aug/24/qantas-delivers-record-247bn-profit">$2.47 billion profit</a>, have precipitated the early exit of longtime chief executive Alan Joyce, who quit this week two months ahead of schedule. This court challenge will certainly add to the workload of his successor, Vanessa Hudson.</p> <p>Qantas <a href="https://www.atn.aero/#/article.html?id=87951">has acknowledged</a> that service standards might have slipped as the airline was struggling to recover after the pandemic.</p> <p>The nature of the oversights that led to the airline’s errors will determine the airline’s liability – both to the consumer regulator and to individual claims for compensation.</p> <p>Importantly, the case also points to the need for greater regulatory protection of the airline’s passengers, in line with other jurisdictions.</p> <h2>How did Qantas get in this mess?</h2> <p>The short answer, most likely, is that the carrier did not handle flight cancellations promptly due to the sheer volume of work and labour shortages as it sought to resume operations following the end of pandemic restrictions.</p> <p>The consumer regulator’s allegations relate specifically to May and June 2022. Australia lifted many of its COVID-related travel restrictions in <a href="https://www.voanews.com/a/australia-lifts-covid-restrictions-and-welcomes-travelers-/6451955.html">March</a>, and travellers entering the country <a href="https://www.travelpulse.com/news/destinations/australia-lifts-remaining-covid-19-travel-restrictions">after July 6</a> were not required to show proof of vaccination. The airline was trying to bring its planes back into service and hire or retrain its employees, and generally was struggling to get back to more or less normal operations.</p> <p>In its statement, the competition watchdog noted the carrier cancelled nearly one in four flights scheduled during that period; and for two out of three cancelled flights it either continued selling tickets or failed to inform the passengers –sometimes for extended periods of time – or both.</p> <p>Flight cancellations are a normal part of an airline’s operations. However, the “usual” cancellation rate is <a href="https://www.transportation.gov/briefing-room/air-travel-consumer-report-march-2023-and-1st-quarter-2023-numbers#:%7E:text=DOT%20remains%20committed%20to%20ensuring,first%20three%20months%20of%202022.">less than 2%</a>, less than a tenth of what Qantas experienced in May and June 2022. What is unusual is that Qantas did not immediately remove cancelled flights from its booking system. This is something I have never heard of.</p> <p>One also suspects the airline has had enough “practice” with schedule adjustment during the pandemic to know better. There are clearly gaps in the carrier’s management. It has lessons to learn from this debacle.</p> <h2>What is Qantas’ liability?</h2> <p>The question of the extent of the airline’s liability is not straightforward. Obviously, a business willingly selling a product or service it has no intention to deliver is at fault, and has to face consequences.</p> <p>At the same time, a business selling a product that has defects it is unaware of, despite doing its best to prevent such defects from occurring, will face certain costs (such as those associated with a product recall) but may be spared sanctions.</p> <p>The onus will be on Qantas to demonstrate it made an honest mistake rather than a lapse of judgement. But considering the scale of the problem, the airline faces a very difficult task here.</p> <h2>Individual claims pending</h2> <p>As well as a potential fine, Qantas should brace for a flood of claims from individual passengers who bought a ticket for an already cancelled flight or were not informed in a timely manner.</p> <p>Timing will be of the essence here. If a passenger incurred expenses assuming the flight was operating when it had already been cancelled, such as making a non-refundable hotel reservation, there is a case to request compensation for such expenses.</p> <p>Otherwise, the standard policy will apply: the airline is not usually responsible for any non-refundable and uninsured expenses a passenger incurs prior to the flight cancellation.</p> <h2>Closing the regulatory gap</h2> <p>The regulator should, however, also take a closer look at the existing air passenger rights in Australia.</p> <p>Currently, <a href="https://www.accc.gov.au/consumers/specific-products-and-activities/travel-delays-and-cancellations">the consumer is entitled to replacement or refund</a> if an airline does not provide services “in a reasonable time” - that is, in the event of a lengthy delay or a flight cancellation. However, the definition of “reasonable time” and the specifics of the compensation policies are left to the airlines.</p> <p>In other parts of the world, actions have been or are being taken to strengthen customer protection. For instance, in <a href="https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm">the European Union</a>, lengthy delays that are the airlines’ fault lead to the carriers paying out cash compensation as well as the cost of accommodation and meals.</p> <p>Similar regulations <a href="https://www.transportation.gov/briefing-room/dot-propose-requirements-airlines-cover-expenses-and-compensate-stranded-passengers">were proposed in the United States</a> earlier this year.</p> <p>Perhaps, if stronger consumer protection rules had been in place in Australia in 2022, Qantas would have managed the aftermath of flight cancellations more diligently.<!-- Below is The Conversation's page counter tag. Please DO NOT REMOVE. --><img style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important;" src="https://counter.theconversation.com/content/212793/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" /><!-- End of code. If you don't see any code above, please get new code from the Advanced tab after you click the republish button. The page counter does not collect any personal data. More info: https://theconversation.com/republishing-guidelines --></p> <p><em><a href="https://theconversation.com/profiles/volodymyr-bilotkach-145437">Volodymyr Bilotkach</a>, Associate Professor, <a href="https://theconversation.com/institutions/purdue-university-1827">Purdue University</a></em></p> <p><em>Image credits: Getty Images</em></p> <p><em>This article is republished from <a href="https://theconversation.com">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/booking-customers-on-flights-that-were-cancelled-how-could-qantas-do-that-212793">original article</a>.</em></p>

Travel Trouble

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Restaurant's "brutal" note divides customers

<p>A restaurant has come under fire for their "brutal" note to difficult patrons, encouraging "privileged" customers who wish to "customise or modify" their menu, to stay home instead.</p> <p>A sign posted to the restaurant's front door urged customers with allergies to eat elsewhere as staff simply cannot "provide the service they require".</p> <p>While some applauded the restaurant's no-nonsense stance, others were shocked by the "rude and disgusting" message.</p> <p>"No means no. Are you one of the small group of people who have been living and entitled and privileged life?" The sign reads.</p> <p>"Maybe your mother has taken the onions out of your salad, put the dressing on the side, or substitute your vegetables. Here, however, all meals are served precisely the way we prepare them. We do not offer custom meals."</p> <p>"Remember, we are not your mother and we are definitely not genies that will make your every wish come true."</p> <p>Chef Jozef and restaurant owner Nathalie listed alternative choices for the "privileged" few including hiring a private chef, cooking for themselves "precisely the way you like", trying another establishment or accept their hospitality as it is offered. </p> <p>"We have been cooking for almost 50 years. We have many kind, friendly people, acquaintances and families that have been coming for many decades," they wrote. </p> <p>"So look around, it is a pleasure to see their happy smiles and provide them with our best food possible."</p> <p>The message also called out those with allergies and food sensitivities, encouraging them to take their business elsewhere. </p> <p>"It is simply not possible to guarantee each product used in this kitchen. Furthermore, we do not have the qualifications to provide you with the service you require," they said. </p> <p>The strongly worded sign caught the attention of many online, with some praising the restauranteurs as "honest" and "brilliant". </p> <p>"Amen, the public is not always right. And actually most of the time they're not. This establishment is well within their right to post this," one person commented. </p> <p>"You know from the very start how things are. It's one restaurant. If you don't like it, there are so many others you can go to instead... No need to have a sook. Just go elsewhere. Some of us would enjoy a restaurant like this," a second pointed out. </p> <p>Despite some support for the restaurant's honesty, others were taken aback with lots of people criticising the hard-line stance for being "snarky" and "rude".</p> <p>One disgruntled person commented, "If you are not able or willing to provide what your guests need or even give service, it might seem better to be honest but this message is rude and disgusting. Don't seek employment in service roles and then complain."</p> <p><em>Image credits: Getty Images / Facebook</em></p>

Food & Wine

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“What do I actually do?”: Woman’s costly chocolate-coated crisis

<p>A woman in the United States has been left with quite the mess on her hands after her cake order took a questionable - and rather expensive -  turn. </p> <p>In a video posted to TikTok, by user @libbycarlsonn, she revealed what had become of her $300 USD (~$443 AUD/NZD) request after it had been dropped off by the baker.</p> <p>The clip featured her with a hand covering her face and the text “guys I paid $300 for this and the lady just dropped it off what do I actually do” across the top of the screen. </p> <p>It continued on to show an image of a carefully constructed chocolate cake, the one that the TikToker had been hoping to receive, and concluded with what she’d actually been delivered: something best described as a sort of chocolate avalanche, with chocolate melting down haphazardly placed chunks of cake, and a dusting of sprinkles over it all. </p> <p>“TikTok, work your magic because I need advice right now," her caption read. </p> <p>The video gained over 3.7m views, and over 4,000 comments, though most weren’t offering advice so much as commiserating with her, or poking fun at the sillier side of her situation, and many were of the opinion that she should demand a refund immediately. </p> <p>“When you say dropped it off, did she literally drop it?” one user wanted to know. “Also how is that the same as the one in the photo??? HOW?”</p> <p>Another pressing concern came soon after, with someone asking “why are there sprinkles???”</p> <p>“Put it in the fridge probably just melted a bit,” one suggested. </p> <p>“No way that’s what they gave you!! I would’ve flip[ped] that cake onto their face. Wow!!” another said. </p> <p>“Tbf…. I prefer the disaster cake,” one shared, “it looks tastier but I’d definitely ask for a refund.”</p> <p>Another felt quite strongly about that, telling the TikToker “well obviously it's false advertising and that's illegal”.</p> <p>One, however, simply refused to accept that the story was true, writing “I’m sorry I literally do not believe you”.</p> <p>“Girl you made that. Quit playing! Lol,” another agreed. </p> <p>And as one said, “honestly, there’s no way this is true or you dropped it before posting.”</p> <p><em>Images: TikTok</em></p>

Food & Wine

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“It's like they hate customers”: Restaurant surcharge ignites the internet

<p>It’s a common experience to look at a restaurant’s menu and find hidden charges laying in the fine print - from service fees to split bill and public holiday costs, it can feel like surcharges are everywhere.</p> <p>And while it’s legal for such establishments to expect as much from their customers, particularly when it comes to public holidays, one particular cafe has ignited a debate over what’s actually reasonable when it comes to such surcharges. </p> <p>An exasperated customer launched the conversation when they <a href="https://www.reddit.com/r/brisbane/comments/134a652/how_much_is_too_much_for_a_public_holiday/?utm_source=share&amp;utm_medium=web3x&amp;utm_name=web3xcss&amp;utm_term=1&amp;utm_content=share_button" target="_blank" rel="noopener">posted to Reddit</a>, sharing an image of a menu they’d encountered while dining out in Brisbane, and the 25 per cent surcharge attached to it.</p> <p>“How much is too much for a public holiday surcharge?” they asked, before expanding with “what’s a fair go surcharge for a struggling business owner these days?”</p> <p>The comments flooded in from there, and one thing became clear: 25 per cent was well above what many were willing to pay, unless they could guarantee the extra fees were going directly into the wallets of the staff.</p> <p>One got right to the point when they declared, “25% = I eat elsewhere.”</p> <p>“I can understand [a] public holiday surcharge for 10% or 15%,” another said, “but isn't [it] that [being] open on public holidays often attracts much more business than usual, giving the restaurant an advantage such as higher cash flow?”</p> <p>“10% is fair, 25% is robbery,” one agreed. </p> <p>However, not all were of the opinion that walking away from such a cost was the only option, instead noting that “if I go out on a public holiday I am prepared for it to be exxy, I wouldn't have an issue with 25%.”</p> <p>And for some, the public holiday fee wasn’t the issue. Their problem? The extra 7% just to split a bill. </p> <p>“Even if I'm not split billing, f**k any place that charges extra for split billing, ESPECIALLY 7%,” one complained. “JFC, how are people not more upset about that part?”</p> <p>“25% is outrageous, as is 7% for splitting bills. It's like they hate customers,” said one. </p> <p>Another had a few questions about it, writing “that's higher than normal, but why is there a 7% surcharge for splitting the bill? It takes like an extra 30 seconds tops.”</p> <p>“Because people want it, and if they want anything you find a way to charge for it, even if it costs literally nothing,” came the reply. “Gotta get that hustle … Then they wonder why no-one comes back.”</p> <p>Unfortunately for the Redditors, restaurants and cafes in Australia have the freedom to set whatever surcharges they see fit as long as they don’t try to hide them on their menus. </p> <p>As the Australian Competition and Consumer Commission has declared, “restaurants, cafes and bistros that charge a surcharge on certain days do not need to provide a separate menu or price list or have a separate price column with the surcharge factored in.</p> <p>“However, the menu must include the words ‘a surcharge of [percentage] applies on [the specified day or days]’ and these words must be displayed at least as prominently as the most prominent price on the menu. </p> <p>“If the menu does not have prices listed, these words must be displayed in a way that is conspicuous and visible to a reader. These measures apply to pricing for both food and beverages.”</p> <p><em>Images: Reddit</em></p>

Money & Banking

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Subway falls a foot short for one customer

<p>A woman has run into some trouble with her Subway sandwich after taking to it with a measuring tape. </p> <p>The irate customer had been suspicious about the supposed dimensions of her “6-inch sub”, and decided the only thing to do was to find out for herself if she was on to something or not. </p> <p>However, the woman didn’t succeed in putting her fears at rest, instead proving them to be right. </p> <p>The sandwich, advertised as being six inches long, measured up to be just over five. </p> <p>In her annoyance, she told the company that they should be doing better - in her words, “to up your game” - if they expected to be charging extra for what customers weren’t actually receiving. </p> <p>“Usually I wouldn't really care,” she noted, and then explained in some of the world’s most relatable terms, “but I was super hungry today.”</p> <p>To add insult to injury, she also revealed how she’d gotten "one less piece of salami and pepperoni” than usual, and noted that this was simply not up to standard, and that she had inside intel to prove it - her sister had been a Subway manager for years. </p> <p>This wasn’t the first time Subway had run into trouble over the size of their sandwiches - a customer in Australia once took their anger straight to court, going so far as to sue the company in 2013. His photo, posted to Facebook, showed that his footlong sandwich was not the promised 12 inches, but instead 11. </p> <p>That case was settled for a staggering $525,000 (approximately $798,042.00 AUD), and in 2015, Subway introduced new in-store regulations towards ensuring their products measured up, as well as additional disclosures for their consumers.</p> <p>At the time, Subway acknowledged that the media buzz surrounding the case had motivated its decision to settle the case, while the judge was firm in his belief that the smaller sandwiches actually contained no less food in terms of weight.</p> <p>“The settlement acknowledges as much when it says that uniformity in bread length is impossible,” he said, “due to the natural variability of the bread-baking process.”</p> <p>To many, however, this was not - and seemingly never will be - good enough. And to others, it’s a tale as old as time that they’d tired of hearing. </p> <p>“It's clearly a ‘SUBWAY 6 INCH’ and meant as a description rather than a measurement of length,” wrote one fed up individual on yet another related story, this time posted to Reddit. </p> <p>“In that case,” mused another, “there should be a new policy wherein every Subway employee should be required to do air quotes when using the term ‘Footlong’.”</p> <p><em>Images: Reddit</em></p>

Food & Wine

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“Very questionable”: Kmart mocked after customer's "ridiculous" delivery

<p>A woman has taken to Facebook to mock Kmart over her recent delivery.</p> <p>The shopper shared on Facebook she had ordered a 20mm combination padlock from Kmart and was caught by surprise when it was delivered to her home on February 13. </p> <p>The woman had received a large cardboard box, and when she opened it, it was filled to the brim with plastic wrap to protect the item. However, once she dug out the plastic, she saw a small padlock at the bottom of the unnecessarily large box.</p> <p>“My delivery arrived today,” the woman said on Facebook.</p> <p>Other Kmart fans were shocked by the large box for such a small item, with many users deeming it “ridiculous.”</p> <p>“Omg! Seriously,” a user commented.</p> <p>"Ridiculous honestly yet a pair of jeans get scrunched up into a bag for delivery," another added.</p> <p>"It's absolutely rubbish that they waste like that," a third chimed in.</p> <p>Another comment read, ”How ironic ... how easy is it to break this lock that it needs to be so protected when shipped? Would you need it if it is so fragile? Very questionable Kmart ... What a waste,”</p> <p>Many other users joined in on the teasing, claiming they also received small items delivered in unnecessarily large boxes. </p> <p>"This happened to us recently with a car air freshener," one shopper said.</p> <p>"Yeah they keep sending me one item in a stupidly big box. I’d be much more appreciative of multiple items jammed into a big box to stop wastage or happy to wait for all items to be ready together," another claimed.</p> <p>"I thought my three bowls packed like this was bad!" another commented.</p> <p>Back in May 2021, another Kmart shopper complained that she received a small book in a “huge box.”</p> <p>Although some said it was “terrible”, other users claimed the size of the box shouldn’t matter because it’s recyclable. </p> <p>A Kmart spokesperson told Yahoo Lifestyle that the complaints have been forwarded to Kmart’s online team, and they will reassess how they manage and replenish packaging materials. </p> <p>"Regrettably, in this instance, it appears the team member who has packed this order did not have available or use the most appropriately sized packaging components," the spokesperson said.</p> <p>"While our team are trained and aim to minimise packaging use and waste, it is likely that they did not have access to appropriately sized packaging options so used what was available in an effort to pack and dispatch this order as quickly as possible."</p> <p>Image credit: Facebook</p>

Food & Wine

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8 little habits that are making you unhappy

<p>It’s said that our habits are what shape our levels of happiness. After all, they tend to be the things that we do every single day. By putting a positive spin on our habits, we can help boost our contentment levels across the board. Here are 8 everyday habits to try kicking to the curb now.</p> <p><strong>1. Focusing too much on other people –</strong> While it’s wonderful to celebrate the success of friends and colleagues, becoming too caught up in their story often means you neglect your own. Try and focus on your own goals and successes alongside celebrating the milestones of others.</p> <p><strong>2. Buying into the perfect moment myth –</strong> If you’re always waiting for the perfect moment then chances are good you’ll be waiting a long time! Remember that moments are what you make them and seizing the day always has its merits.</p> <p><strong>3. Leading an uninspired work life –</strong> When you think about the number of hours you clock up at work or on your daily tasks, it makes sense that doing something with your time that you enjoy or at least get some degree of satisfaction from would be important to your happiness levels. If you spend all your time wishing you were somewhere else or someone else it may be time to consider a change.</p> <p><strong>4. Harbouring hate –</strong> Anger, resentment and hatred take up a lot of space in our consciousness. We are wired in some ways to remember things that have caused our blood to boil but not the 1000s of other things that have caused us to smile. Try and let go of negative emotions as best as you can and focus on the thought that by harbouring hate, you’re actually making yourself miserable and not the subject of your frustrations.</p> <p><strong>5. Holding onto stress –</strong> Often when you reflect back over the things that have caused you the most worry or stress in your life, you find that half of them didn’t end up eventuating. It’s a wise lesson in reality. Disengage from your worries and you end up living more in the present, which is said to be one of the keys to contentment.</p> <p><strong>6. Dwelling on difficulties –</strong> We all have bad days. Having some perspective and realising that a bad day doesn’t mean a bad week/month/year/life is what is important.</p> <p><strong>7. Seeking contentment in all the wrong places –</strong> Seeking content in “things” will often give your happiness levels a spike but not have any real, long -term impact. An enduring state of contentment comes from investing time in what you love and what nourishes your soul at a deeper level. Try and make that kind of contentment the focus in your life.</p> <p><strong>8. Holding on to toxic friends –</strong> If there are people in your life who make you unhappy then the blunt reality is that you are better off without them. Many of us hold onto friendships well past their expiry date purely out of obligation or familiarity. The sooner you cut ties with the toxic, the happier you’ll be.</p> <p><strong>Related links: </strong></p> <p><strong><em><span style="text-decoration: underline;"><a href="/finance/insurance/2015/10/relax-in-60-seconds/">5 ways to unwind in 60 seconds</a></span></em></strong></p> <p><strong><em><span style="text-decoration: underline;"><a href="/finance/insurance/2015/09/tips-for-positivity/">How to adopt a more positive mindset</a></span></em></strong></p> <p><strong><em><span style="text-decoration: underline;"><a href="/finance/insurance/2015/09/david-freilich-its-never-too-late/">Why it’s never too late to chase your dreams</a></span></em></strong></p>

Caring

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How not to tell customers their data is at risk: the perils of the Optus approach

<p>Optus fears data on up to 9.8 million of its customers has been accessed in a <a href="https://www.optus.com.au/about/media-centre/media-releases/2022/09/optus-notifies-customers-of-cyberattack" target="_blank" rel="noopener">sophisticated cyberattack</a> – including, for some customers, passport and drivers licence details, as well as phone numbers, dates of birth and email addresses.</p> <p>It made the announcement through the media, in the middle of Thursday’s national day of mourning public holiday, and during the four-day long weekend in Melbourne in the lead-up to the AFL grand final.</p> <p>At first, it didn’t text or email its customers. Instead, it issued a <a href="https://www.optus.com.au/about/media-centre/media-releases/2022/09/optus-notifies-customers-of-cyberattack" target="_blank" rel="noopener">press release</a> in the belief this was</p> <blockquote> <p>the quickest and most effective way to alert as many current and former customers as possible, so they could be vigilant and monitor for any suspicious activity.</p> </blockquote> <p>Trust in the media is at an all-time low. Communications authority Edelman reports that globally, only <a href="https://www.edelman.com/sites/g/files/aatuss191/files/2022-01/2022%20Edelman%20Trust%20Barometer%20FINAL_Jan25.pdf" target="_blank" rel="noopener">50%</a> of people trust the media, down from 62% a decade ago. Far more people (61%) trust businesses.</p> <h2>Tweets rather than texts</h2> <p>It has been <a href="https://studycorgi.com/the-role-of-integrated-marketing-communications-campaign/" target="_blank" rel="noopener">conventional wisdom</a> that brands should take an integrated approach to marketing communications. Many channels are better than one, increasingly so as audiences for traditional channels continue to fragment.</p> <p>An integrated marketing approach need not mean communicating through every available channel, but it should mean strategically selecting channels that are trusted and consumed by the brand’s customers.</p> <p>One of the best channels Optus has is its own phone network, and it is experienced in using it to contact its customers.</p> <p>Customers are likely to expect this where Optus has something important to say, and they are likely to trust a direct message from Optus more than one filtered through the media.</p> <p>They are even likely to spread it via word of mouth through friends who also use Optus, giving the company a continuing role in shaping the message.</p> <p>Instead, Optus backed up its press release with tweets.</p> <blockquote> <p dir="ltr" lang="en">Hi Marie, we issued a press release and proactively reached out to media as this is the quickest way to inform all our existing and former customers so they can be on high alert for anything suspicious. Kartik</p> <p>— Optus (@Optus) <a href="https://twitter.com/Optus/status/1572949683332583428?ref_src=twsrc%5Etfw">September 22, 2022</a></p></blockquote> <p>Optus has around 5.8 million active users, around 21% of the Australian population. They are a cross-section of the population, having little in common other than the fact they use Optus for communications.</p> <p>Some of Optus’ customers, especially those in Gen Z, might not use traditional news media. They wouldn’t have received the message through that channel.</p> <p>Former customers dating back to 2017 are also likely to be affected by the breach, taking the total affected to around <a href="https://www.smh.com.au/technology/sophisticated-attack-optus-hackers-used-european-addresses-could-be-state-linked-20220923-p5bkfn.html" target="_blank" rel="noopener">9.8 million</a>, about one third of the population.</p> <p>Twitter is used by about only about <a href="https://www.genroe.com/blog/social-media-statistics-australia/13492" target="_blank" rel="noopener">18%</a> of the population, and the overlap with Optus customers might not be large.</p> <blockquote class="twitter-tweet"> <p dir="ltr" lang="en">We'll be contacting impacted customers soon with more information and details on how we'll support them. Optus will not be sending links in any emails or SMS messages. If you believe your account has been compromised, you can contact us on My Optus app (2/2) ^George</p> <p>— Optus (@Optus) <a href="https://twitter.com/Optus/status/1573136010904363008?ref_src=twsrc%5Etfw">September 23, 2022</a></p></blockquote> <h2>What can brands learn from Optus?</h2> <p>As marketing and branding experts, we’ve distilled three lessons, each well known before the data breach.</p> <ol> <li> <p>When you have news affecting your customers, tell them before anyone else, in a personalised, one-to-one approach.</p> </li> <li> <p>Use channels that are trusted and consumed by your customers.</p> </li> <li> <p>Encourage word of mouth through your relationships with your brand community and loyal customers.</p> </li> </ol> <p><strong>This article originally appeared on <a href="https://theconversation.com/how-not-to-tell-customers-their-data-is-at-risk-the-perils-of-the-optus-approach-191258" target="_blank" rel="noopener">The Conversation</a>.</strong></p> <p><em>Image: Shutterstock</em></p>

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Why people stay in unhappy relationships

<p>Why is it that so many people stick it out in relationships that are clearly not working? It could be something to do with the sunk cost effect of the relationship – they’ve already invested so much time and effort into it that they aren’t willing to just let it go.</p> <p>It’s a bit like spending money on an old car when you know it’s not going to last much longer – but you’ve already spent so much on it and owned it for so long that you find it hard to cut your losses and move on.</p> <p><span style="text-decoration: underline;"><strong><a href="http://link.springer.com/article/10.1007/s12144-016-9529-9">In a study</a></strong></span> released in late 2016 in Current Psychology, researchers found that people tended to focus more on how much time they’ve been in a relationship as a way of determining whether it was worth sticking with (even if it wasn’t the right partnership for them). So people felt as though they would rather stay in the relationship than feel as though they had somehow wasted the last few years of their life.</p> <p>The study gave participants different scenarios, and they were asked to decide whether they would ‘stay or go’ in the relationship. The results showed that participants were willing to spend more time trying to fix a longer term (say, ten year) relationship than if it was shorter term (such as one year).</p> <p>They key takeaway for the findings then, could be that if a relationship doesn’t feel right in the beginning, don’t wait too long to end it. Or you could find yourself stuck in a loveless relationship because your brain tells you that it’s better than having wasted all that time.</p> <p>Do you know anyone who has fallen victim to the sunk cost effect in love?</p> <p><em>Image: Getty</em></p>

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First look inside bizarre new Woolworths megastore

<p dir="ltr">Woolworths has opened its first customer-free grocery store to help meet the increase demand for online shoppers. </p> <p dir="ltr">The first new multi-million dollar online Customer Fulfilment Centre (CFC) at Goodman’s Rochedale Motorway Estate, Brisbane is approximately 10,000sqm.</p> <p dir="ltr">The massive CFC will see a huge 800 jobs created as well as supporting a further 30,000 home deliveries and Direct to boot Pick up windows each week. </p> <p dir="ltr">Personal shoppers will become accustomed to wider aisles and  bigger shelves to help with hand picking orders from a vast range of more than 25,000 products quickly, accurately and efficiently.</p> <p dir="ltr">Woolworths Managing Director eComX, Sally Copland said the new store will help people who are short on time and can’t do their own shopping. </p> <p dir="ltr">“Online grocery shopping has been well and truly embraced by our Brisbane customers, many of whom are looking to reclaim time in their busy lives,” she said. </p> <p dir="ltr">“Over the past three years, we’ve seen the demand for online groceries in Metro Brisbane more than triple, a trend we are actually seeing across the entire state of Queensland. </p> <p dir="ltr">“To keep pace with this demand we’re investing in new online infrastructure to offer our customers more delivery windows and an even more reliable service.</p> <p dir="ltr">“As well as strengthening our network capability,  this new state-of-the-art facility is an important part of our ongoing commitment to investment and jobs in Queensland. </p> <p dir="ltr">“We’re delighted to be welcoming hundreds of new team members to our new facility.”</p> <p dir="ltr">The new facility also contains more than 850 solar panels, which will provide 20 per cent of the store’s required energy.</p> <p dir="ltr">This will also be monitored by smart metering to help monitor and reduce energy consumption. </p> <p dir="ltr"><em>Images: Woolworths</em></p>

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Electricity retailer tells customers to leave

<p dir="ltr">A small electricity retailer has told its customers to leave and find another company as they expect their prices to soar. </p> <p dir="ltr">Victorian energy supplier Electricityinabox expects its prices to increase by a whopping 95 per cent on July 1.</p> <p dir="ltr">CEO Morgan Duncan sent out a letter to all customers telling them that "only the lazy or crazy would stay" with the company. </p> <p dir="ltr">The letter begins with a straightforward statement telling customers “you need to find a new electricity provider today".</p> <p dir="ltr">"You need to be aware that smaller low price high value retailers are exiting this market. Four have already exited, some of them closed their doors," it continues.</p> <p dir="ltr">The company will continue to provide certain services but is expected to leave the electricity sector due to the increasing demand making it expensive. </p> <p dir="ltr">Energy companies ReAmped, LPE, Discover, Elysian and Future X have told customers to look elsewhere, while Momentum, Simply, Mojo, CovAU and Nectr have stopped accepting new customers.</p> <p dir="ltr">The news comes just a week after Australian Energy Market Operator (AEMO) called on Aussies to reduce their electricity consumption. </p> <p dir="ltr">Australian Energy Regulator (AER) and Australian Competition and Consumer Commission (ACCC) have warned retailers not to take advantage of the situation.</p> <p dir="ltr"><em>Image: Shutterstock</em></p>

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