Posted by 
After millions of Australians were hit hard by the massive Optus outage, attention is now turning to what compensation the telco is offering to those affected by the 13-hour downtime.
There are calls from across the country, including from the federal government, for Optus to provide compensation to many of its estimated 10.2 million customers – and it has now made an offer to its customers.
This is what we know.
READ MORE: What we know about the massive Optus outage
Can you get compensation for the Optus outage?
Depends what you mean by compensation.
If you're after a monetary refund, Optus isn't offering anything, but it has announced customers who were impacted by the outage will receive 200GB of bonus data.
"From Monday, 13 November, eligible postpaid customers, both small businesses and consumers will be able to access 200GB of extra data, and customers have until the end of the year to activate," it said.
"Eligible prepaid customers will be able to access unlimited data on weekends until the end of the year.
"From Monday, customers can go to optus.com.au for more details on how to add the offer to their plans.
"We understand some businesses were uniquely impacted and encourage any with concerns to contact their Optus business centre or business care."
The federal government had previously called on the telco to properly compensate those affected by the outage, with Communications Minister Michelle Rowland saying it's what Australians expect.
READ MORE: Optus outage costs Sydney woman chance to say goodbye to dying mum
"Accountability is of the utmost importance here," she told Today.
"I think most reasonable Australians – and knowing what I know about the telco sector and outages that have occurred in the past – it would seem very reasonable for Optus to look at how they can attempt to recompense people for this.
"I haven't seen a definitive announcement in this respect yet, but again that does not obviate their obligation under existing Australian Consumer Law, under contracts and also the Telecommunications Industry Ombudsman (TIO) scheme."
The TIO says it is ready to help customers seeking refunds.
"If you have contacted Optus and you are unhappy with the response, you can make a complaint with the Telecommunications Industry Ombudsman," it said shortly after the outage began.
"If you have not contacted Optus, or you have been unable to contact them, we can forward your complaint to Optus on your behalf.
"We can help you with refunds for the time you have been unable to use your service, compensation claims and disputes about your contract."
READ MORE: Hospitals, banks and businesses 'crippled' as Optus outage hits millions
A public Senate inquiry into the outage has been announced by the government, and the Greens say the issue of compensation will be investigated during the hearings.
"The question of compensation will be asked," inquiry chair Sarah Hanson-Young said.
"It's our hope that the CEO will have the answers that Australians and 10 million Optus customers expect and deserve.
However, Shuttleworth Telecommunications Fellow Dr Paul Gardner-Stephen said the telco is unlikely to face a significant financial hit for the breach.
"Omissions by the mobile network operators are because there is no immediate financial incentive to do so," he said.
"For example, Optus is unlikely to face any significant financial penalties for today's outage compared with the cost to society of the outage."
READ MORE: Optus network collapse to face federal review
What can you do to seek compensation?
Optus says more information about claiming the 200GB of bonus data will be on its website from Monday, November 13.
It has also told business customers who may have lost income as a result of the outage to get in touch.
"We understand some businesses were uniquely impacted and encourage any with concerns to contact their Optus business centre or business care," it said.
Rowland has previously advised customers to keep track of how the outage has impacted them in as much detail as possible.
"It is important, especially for small businesses, to keep receipts, so that any recourse and any redress that may be available to them has that evidentiary base," she said during the outage.
Money expert Effie Zahos echoed that message.
"Receipts, emails or customer complaints, keep a record of that," she told Today.
READ MORE: How the Optus outage impacted Aussies from Perth to Canada
"Look at your takings last Wednesday, compare it to this Wednesday…
"Gather your records, contact Optus and then go to the telecommunications ombudsman from there – they can help you with your loss, business, non-financial loss and financial loss."
The Australian Media and Communications Authority (ACMA) says customers who have been impacted by a mobile or internet outage should file a formal complaint with their telco.
READ MORE: All the services impacted by mass network outage
What rights do you have after an outage?
According to ACMA, you may be entitled to a refund or compensation depending on your contract.
"If the outage is only minor and short, it is unlikely you will receive any compensation or refund," it says.
"But the telco may be breaking your service agreement, depending on the reasons for the outage (and) the terms of your contract.
READ MORE: When the Optus boss is forced to call in to address a crisis via WhatsApp you know it's bad
"Some contracts allow you to apply for a refund or rebate when you can't use a service because of an outage. This is usually only for major outages that you did not cause.
"Sometimes a telco will offer compensation for the loss of service, even if they don't have to."
You also have rights guaranteed under Australian consumer law.
This is what ACMA says about them:
"If the service outages are frequent and/or major, you may be able to: ask for a refund or rebate for the period you were without service; cancel your contract without a penalty; (and/or) ask for compensation for any loss that happened as a result."
