Following the PHCA letter of complaint on 22 January 2026, Mr Kevin Teoh, Uniti Group CEO responded promptly, apologising for the outage and advising Mr Andy Tybell, Chief Revenue & Product Officer, Wholesale & Growth, Uniti/Opticomm, would contact PHCA to discuss the issues raised.
An online meeting was subsequently arranged with Association Committee members and Mr Tybell. The meeting Agenda comprised all of the issues in the letter of complaint as well as an additional six items for discussion.
Agenda item 12 required Uniti to provide a written response addressing all issues raised in both correspondence and during the on-line meeting by 18 February 2026.
Following an apology from Opticomm for not responding by the 18 February deadline, a response was received on 23 February 2026.
It’s important to note that Opticomm will not take responsibility for compensating users for the extended internet outage. The following is an extract from Opticomm’s letter:
‘…Residents seeking compensation must do so through their RSP, who may then seek wholesale compensation from Opticomm under contractual arrangements, including the Customer Service Guarantee framework…’
This means each resident must contact their own retail service provider (RSP) to request compensation.
The PHCA Telecomms Subcommittee is preparing a response to the Opticomm letter for review by the broader Association Committee.
The original PHCA letter of complaint was also forwarded to the following people seeking their support:
- The Hon Matt Thistlethwaite MP
- The Hon Michael Daley MP
- The Hon Anika Wells MP
- The Hon Jihad Dib MP
- Cr Dylan Parker. Randwick Council Mayor
Cr Parker has provided a letter of support, and has spoken directly with Matt Thistlethwaite regarding this serious matter.
As a result, Matt Thistlethwaite has written to Uniti, and has also offered to meet with PHCA to discuss further action if required.
The Hon Anika Wells MP responded to the emailed letter of complaint through a reply issued by her department.
