Why is Optus cutting jobs while hiring more people?

The company is removing overlapping roles and adding staff where service risk is highest. After the Triple Zero outage and a AUD 100 million penalty, management is moving work in-house. The plan reduces vendor layers, strengthens controls, and aims to lift response times and customer satisfaction across Australia.

Will customer service improve with onshoring network operations?

It should help. Local teams can see network issues faster, coordinate field work, and resolve calls with fewer handoffs. Onshore contact centres also support clearer outage messaging. The real test will be trends in first-contact resolution, average speed to answer, complaint ratios, and time to restore service.

What should investors watch over the next 12 months?

Focus on churn, complaint levels, call answer times, and outage frequency. Track the pace of hiring and training as roles move onshore. Watch operating expense per subscriber and any regulatory updates. Consistent gains in customer metrics alongside stable costs would validate the strategy.

How do these changes affect Singtel’s outlook?

Execution is key. Optus job cuts may trim expense, but benefits depend on service gains from onshoring and stronger controls. If outages fall and complaints ease, cash flow becomes steadier. Any new compliance actions, delays, or integration overruns could push out the timeline for margin improvement.

Global Market Insights

Optus Jobs Shake-Up: 200 Cuts, Net +700 Onshoring — February 27

ByHuzaifa Zahoor February 26, 2026February 26, 2026

Optus job cuts are in focus as the carrier trims about 200 roles while planning a net headcount rise of up to 700 within 12 months. CEO Stephen Rue told a parliamentary inquiry the increase will come from insourcing call centre work and onshoring network operations. After the Triple Zero outage and a AUD 100 million penalty, management is shifting spend to risk, security and compliance. For Australian investors watching Singtel’s plan, these Optus job cuts point to a reset in costs, service quality and regulatory trust. We outline the key impacts and what to watch.