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Eye infections might seem like a minor complaint – but in some cases they can cause blindness and even death

<div class="theconversation-article-body"><em><a href="https://theconversation.com/profiles/adam-taylor-283950">Adam Taylor</a>, <a href="https://theconversation.com/institutions/lancaster-university-1176">Lancaster University</a></em></p> <p>When you think of eye infections, what comes to mind? Puffy, swollen bruised feeling eyelids that get glued together with gunk overnight? That feeling of having grit in your eye that can’t be cleaned away? Eye infections may seem like a relatively minor – if unsightly and inconvenient – complaint, but they can also be far more serious.</p> <p>Take the deadly outbreak of <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5022785/">antibiotic resistant</a> bacteria <a href="https://www.cff.org/managing-cf/burkholderia-cepacia-complex-b-cepacia"><em>Burkholderia cepacia</em></a> in 2023-24, for example.</p> <p>Between January 2023 and February 2024, contaminated brands of lubricating eye gel were linked to the infection of at least 52 patients. <a href="https://www.independent.co.uk/news/health/contaminated-eye-gel-outbreak-death-b2523446.html">One person died</a> and at least 25 others suffered serious infections.</p> <p>The outbreak has now subsided and products are <a href="https://www.gov.uk/drug-device-alerts/specific-brands-of-carbomer-eye-gel-recall-of-aacarb-eye-gel-aacomer-eye-gel-and-puroptics-eye-gel-potential-risk-of-infection-dsi-slash-2023-slash-11#update-2-april-2024">back on the shelves</a> but it isn’t the first time that <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8335909/">medicinal products</a> have led to outbreaks of <em>B cepacia</em>.</p> <p>The bacterium is an opportunistic pathogen known to pose a significant risk to people with cystic fibrosis, chronic lung conditions and weakened immune systems. The infection likely progresses from the mucous membranes of the eyelids to the lungs where it leads to pneumonia and septicaemia causing <a href="https://erj.ersjournals.com/content/17/2/295">death in days</a>.</p> <p>But it’s not just <em>B cepacia</em> that can threaten our health. Something as simple as rubbing our eyes can introduce pathogens leading to infection, blindness and, in the worst case, death.</p> <p>Bacteria account for up to <a href="https://pubmed.ncbi.nlm.nih.gov/16148850/">70% of eye infections</a> and globally <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9032492/">over 6 million people</a> have blindness or moderate visual impairment from ocular infection. Contact lens wearers are at <a href="https://www.aao.org/eye-health/diseases/contact-lens-related-eye-infections">increased risk</a>.</p> <figure><iframe src="https://www.youtube.com/embed/pWsx8i1kaxs?wmode=transparent&amp;start=0" width="440" height="260" frameborder="0" allowfullscreen="allowfullscreen"></iframe></figure> <p>The eye is a unique structure. It converts light energy to chemical and then electrical energy, which is transmitted to the brain and converted to a picture. The eye uses about <a href="https://www.ncbi.nlm.nih.gov/books/NBK11556/">6 million cones and 120 million rods</a> which detect colour and light.</p> <p>Eye cells have <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8775779/">no ability to regenerate</a> so, once damaged or injured, cannot be repaired or replaced. The body tries its best to preserve the eyes by encasing them in a <a href="https://www.ncbi.nlm.nih.gov/books/NBK531490/">bony protective frame</a> and <a href="https://www.ncbi.nlm.nih.gov/books/NBK482428/">limiting exposure</a> having eyelids to defend against the environmental damage and ensure the eyes are kept lubricated.</p> <p>Despite our bodies’ best efforts to shield the eyes from harm, there are a number of common eye infections that can result from introducing potential pathogens into the eyes.</p> <h2>Conjunctivitis</h2> <p>The outer-most layer of the eye, the sclera, bears the brunt of exposure and to help protect it, it is lined by a thin moist membrane called the <a href="https://my.clevelandclinic.org/health/body/24329-conjunctiva">conjunctiva</a>.</p> <figure><iframe src="https://www.youtube.com/embed/RZ4danuJwd0?wmode=transparent&amp;start=0" width="440" height="260" frameborder="0" allowfullscreen="allowfullscreen"></iframe></figure> <p>The conjunctiva is <a href="https://innovations.bmj.com/content/9/4/253">highly vascularised</a>, which means it has lots of blood vessels. When microbes enter the eye, it is this layer that mounts an immune response causing <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8328962/">blood vessels to dilate</a> in the conjunctiva. This results in <a href="https://www.cdc.gov/conjunctivitis/about/symptoms.html">“pink eye”</a>, a common form of conjunctivitis. Conjunctivitis can be caused by bacteria, allergens or viruses and typically heals by itself.</p> <h2>Blepharitis</h2> <p>Blepharitis is an inflammation of the eyelid and usually affects both sides. It can cause itchy eyes and dandruff-like flakes. It’s most commonly caused by <a href="https://www.tandfonline.com/doi/pdf/10.3109/09273948.2013.870214"><em>Staphylococcus</em> bacteria</a>, or the <a href="https://cks.nice.org.uk/topics/blepharitis/background-information/causes/">dysfunction of the glands</a> of the eyelids. It can be treated by <a href="https://www.nhs.uk/conditions/blepharitis/">cleaning the eyes</a> regularly.</p> <h2>Stye</h2> <p>A stye (also called <a href="https://www.college-optometrists.org/clinical-guidance/clinical-management-guidelines/hordeolum">hordeolum</a>) is a painful infection of the upper or lower eyelid. <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5370090/">Internal styes</a> are caused by infection of an oil-producing gland inside the eyelid, whereas <a href="https://pubmed.ncbi.nlm.nih.gov/28723014/">external styes</a> develop at the base of the eyelash because of an infection of the hair follicle. Both are caused by bacteria, typically <a href="https://jamanetwork.com/journals/jamaophthalmology/fullarticle/1874715">the <em>S aureus</em> form of the <em>Staphylococcus</em> species</a>.</p> <figure><iframe src="https://www.youtube.com/embed/INKrGOdy824?wmode=transparent&amp;start=0" width="440" height="260" frameborder="0" allowfullscreen="allowfullscreen"></iframe></figure> <p>Styes can be treated by holding a clean flannel soaked in warm water against the affected eye for five to ten minutes, three or four times a day. Do not try to burst styes – this could spread the infection.</p> <h2>Keratitis</h2> <p>Keratitis is the inflammation of the cornea, the transparent part of the eye that light passes through. The cornea is part of the eye’s main barrier against dirt, germs, and disease. Severe keratitis can cause ulcers, damage to the eye and even blindness.</p> <p>The most common type is bacterial keratitis; however, it can also be caused by <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7998329/">amoeba</a>, which can migrate to other parts of the body – including the brain – and cause infection and <a href="https://theconversation.com/nasal-rinsing-why-flushing-the-nasal-passages-with-tap-water-to-tackle-hay-fever-could-be-fatal-225811">even death</a>.</p> <p>Noninfectious keratitis is most commonly caused by wearing contact lenses for too long, especially while sleeping. This can cause scratches, dryness and soreness of the cornea, which leads to inflammation.</p> <h2>Uveitis</h2> <p><a href="https://www.nhs.uk/conditions/uveitis/">Uveitis</a> is inflammation of the middle layer of the eye. Although relatively rare, it is a serious condition and usually results from viral infections such as <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8501150/">herpes simplex</a>, <a href="https://pubmed.ncbi.nlm.nih.gov/29023181/">herpes zoster</a> or <a href="https://link.springer.com/chapter/10.1007/978-3-319-09126-6_40">trauma</a>. Depending on where the inflammation is in the eye, the symptoms can be anything from redness, pain and floaters to blurred vision and <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1772296/">partial blindness</a>.</p> <h2>Exogenous endophthalmitis</h2> <p>This is a rare but serious infection caused by eye surgery complications, penetrating ocular trauma (being stabbed in the eye with a sharp object) or foreign bodies in the eye. Foreign bodies can be anything from dirt and dust to small projectiles such as shards of metal from drilling, explosives or soil from farm machinery and <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7286045/">many other sources</a>.</p> <h2>Dacryocystitis</h2> <p>Dacryocystitis is the inflammation of the nasolacrimal sac, which drains tears away from the eye into the nose. This condition can be <a href="https://pubmed.ncbi.nlm.nih.gov/8443113/">acute</a>, <a href="https://www.nature.com/articles/6700662">chronic</a> or <a href="https://www.jebmh.com/articles/a-study-of-congenital-dacryocystitis.pdf.pdf">acquired at birth</a>. Most cases are caused by <a href="https://bmcophthalmol.biomedcentral.com/articles/10.1186/s12886-020-01792-4"><em>Streptococcus pneumoniae</em> and <em>Staphylococcus aureus</em></a> bacteria.</p> <p>The condition mainly affects newborns and those over 40. Seventy-five per cent of cases are women and it’s most commonly found in <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6039673/">white adults</a>. It can lead to the stagnation of tears, creating a breeding ground for microbes.</p> <h2>Careful with contacts</h2> <p>Proper eye hygiene reduces the risk of all these conditions – and this is even more important for contact lens wearers.</p> <figure><iframe src="https://www.youtube.com/embed/uENHAntJOIA?wmode=transparent&amp;start=0" width="440" height="260" frameborder="0" allowfullscreen="allowfullscreen"></iframe></figure> <p>Appropriate hygienic cleaning of lenses is paramount. <a href="https://pubmed.ncbi.nlm.nih.gov/30789440/">Non-sterile water</a>, <a href="https://www.aao.org/eye-health/glasses-contacts/contact-lens-care">spit</a> and other fluids can transfer <a href="https://www.science.org/content/article/bacteria-living-your-contact-lens-solution">potentially dangerous</a> <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3482476/">microbes</a> into the eye – a warm, moist environment that makes an ideal breeding ground for bacteria – leading to <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9542356/">localised infection</a>, <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3972779/">blindness</a> or progress to a more serious <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9835757/">systemic infection or death</a>.</p> <p>Any persistent and painful redness or swelling of eyes should be checked by a registered health professional.<!-- 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/227252/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/adam-taylor-283950">Adam Taylor</a>, Professor and Director of the Clinical Anatomy Learning Centre, <a href="https://theconversation.com/institutions/lancaster-university-1176">Lancaster 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/eye-infections-might-seem-like-a-minor-complaint-but-in-some-cases-they-can-cause-blindness-and-even-death-227252">original article</a>.</em></p> </div>

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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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Fan called out over "racist" complaint at Sir Paul McCartney's concert

<p>A fan has copped some backlash after complaining about an "Acknowledgment of Country" sign at Sir Paul McCartney's concert in Sydney over the weekend .</p> <p>The sign read: "We acknowledge the Gadigal of the Eora Nation and all family groups connected to this Country, as the Traditional Custodians of the land on which we gather and perform today.</p> <p>"We pay our respects to their Elders past and present and extend that respect to Aboriginal and Torres Strait Islander peoples here today." </p> <p>It was displayed over two large screens during McCartney's gig at Allianz Stadium, and concertgoer Kobie Thatcher was not happy with it. </p> <p>"You can't even go to a concert now without an "acknowledgement of country,"" she tweeted on Saturday. </p> <p>Most fans were quick to call her out on her "racist" remark. </p> <p>"You went to a Paul McCartney concert and are complaining about treating POC [people of colour] with respect?" one wrote.</p> <p>"The Beatles refused to play to segregated concerts in the USA. Peace and love is what you take to his concerts, not division and hate." </p> <p>"Oh for gods sake, get over it, he also flew the pride flag, I guess your knickers are in a twist about that too!" another commented. </p> <blockquote class="twitter-tweet"> <p dir="ltr" lang="en">You can’t even go to a concert now without an ‘acknowledgement of country’ 🙄 <a href="https://t.co/lHmqgtroTz">pic.twitter.com/lHmqgtroTz</a></p> <p>— Kobie Thatcher (@KobieThatcher) <a href="https://twitter.com/KobieThatcher/status/1718177010915455229?ref_src=twsrc%5Etfw">October 28, 2023</a></p></blockquote> <p>"You &amp; other racists could move to Texas, if that would be better for you," a third added. </p> <p>"You conservatives are always getting triggered so easily huh," a fourth commented. </p> <p>However a few others agreed with Thatcher's tweet. </p> <p>"I thought this "welcome to country" crap was gonna be finished after we ALL voted No!" wrote one person.</p> <p>"So sick and annoying. Disgusting too," another added. </p> <p><em>Images: Getty/ X</em></p>

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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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World Cup star files official complaint over "unsolicited kiss" with Spanish football boss

<p>Jenni Hermoso has filed an official complaint against Luis Rubiales over an "unsolicited kiss" at the Women's World Cup final. </p> <p>Following Spain's victory of England in the final, Rubiales, the Royal Spanish Football Federation (RFEF) chief, kissed Hermoso on the lips while congratulating the team.</p> <p>The Spanish footballer is accusing Rubiales of sexual assault, as she said the kiss was not consensual. </p> <p>Despite this, Rubiales has defended his actions and is refusing to step down. </p> <p>The official complaint, which was filed on Tuesday, is key for a preliminary investigation into the incident, which prosecutors at Spain’s top criminal court have opened for the alleged crime of “sexual assault”, to move forward.</p> <p>In the days after the incident, Hermoso said the unwanted kiss had left her feeling “vulnerable and like the victim of an assault”, with a statement on social media describing it as “an impulsive, macho act, out of place and with no type of consent on my part”.</p> <p>Rubiales has apologised for his conduct but insists the kiss was consensual, as he has refused to quit his role despite both the RFEF and FIFA calling on him to do so.</p> <p>In a display of solidarity, <span style="caret-color: #212529; color: #212529; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', Arial, sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji', 'Segoe UI Symbol', 'Noto Color Emoji'; font-size: 16px; background-color: #ffffff;">56 national team members have </span><span style="caret-color: #212529; color: #212529; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', Arial, sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji', 'Segoe UI Symbol', 'Noto Color Emoji'; font-size: 16px;">condemned the government for what they deemed to be "<a href="https://oversixty.com.au/finance/legal/impunity-for-macho-actions-is-over-why-the-entire-spanish-world-cup-team-has-quit" target="_blank" rel="noopener">macho actions</a>".</span></p> <p style="font-size: 16px; box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; caret-color: #212529; color: #212529; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', Arial, sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji', 'Segoe UI Symbol', 'Noto Color Emoji';">A collective statement, issued through their union, was signed by all 23 members of the winning squad, including Hermoso, as well as 32 other team members.</p> <p>In the statement, they declared their refusal to participate in international matches as long as Rubiales remains at the helm of the RFEF.</p> <p>After the official complaint was lodged, the RFEF sacked the head coach of the Spanish women’s team, Jorge Vilda, after he was the only member of the women’s national team coaching staff not to resign in protest at Rubiales’s behaviour.</p> <p>Vilda’s dismissal was confirmed amid accusations he had repeatedly backed Rubiales and saw no issue with his behaviour. </p> <p>In addition to the complaint from Hermoso, Spain’s Sport Administrative Tribunal (TAD) opened a case against Rubiales for “serious misconduct”.</p> <p><em>Image credits: Getty Images </em></p> <p style="color: #111111; font-family: Georgia, serif; font-size: 22px; line-height: 28px; margin-bottom: 20px; margin-top: 20px;"> </p> <figure class="sc-11i7hbm-0 eUyOEq" style="margin: 0px; font-family: Roboto, Arial, Helvetica, sans-serif;"></figure>

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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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School’s complaint about bus driver days before Hunter Valley crash

<p dir="ltr">Teachers at Green Point Christian College, on the Central Coast, raised their concerns about Brett Andrew Button’s driving conduct just days before the <a href="https://www.oversixty.com.au/news/news/more-than-we-can-bear-hunter-valley-bus-crash-victims-identified" target="_blank" rel="noopener">tragic accident in the Hunter Valley</a>.</p> <p dir="ltr">They alleged that Button had a "lack of attention" while he was driving Year 5 students on an excursion to Bathurst last Thursday and Friday, and have sent a letter to parents confirming that he was the driver.</p> <p dir="ltr">Principal Phillip Nash told <em>9News</em> about the teachers' concerns that Button was "often chatting to teachers" instead of focusing on the road.</p> <p dir="ltr">"On the trip to Bathurst our teachers raised concerns about the driver and reported them at the end of the trip as per our usual procedures," the Principal wrote in the letter to the parents.</p> <p dir="ltr">"We ask staff to report anything of concern or anything inadequate in regard to the bus and or the driver.</p> <p dir="ltr">"Their concerns were not such that they felt they needed to contact us on the trip, however."</p> <p dir="ltr">The school has since reported their concerns to bus company Linq and have also shared the letter of complaint to the police investigating the Hunter Valley tragedy.</p> <p dir="ltr">Police have confirmed that they have received the letter of complaint and the teachers who were on the bus during the school trip are expected to be interviewed.</p> <p dir="ltr">The bus company has also shared a statement to <em>9News</em> confirming that they have received the letter of complaint.</p> <p dir="ltr">"We have been made aware by the media of a letter from Green Point Christian College sent to its students' parents," the statement read.</p> <p dir="ltr">"The concerns raised in the letter had not been brought to our attention until today.</p> <p dir="ltr">"We have received no other complaints about Mr Button before receipt of that letter.</p> <p dir="ltr">"As with all of our drivers, Mr Button was only engaged after he passed an independent driver assessment, and his references were checked.</p> <p dir="ltr">"It would be inappropriate for us to comment any further."</p> <p dir="ltr">Button has<a href="https://www.oversixty.com.au/finance/legal/hunter-valley-bus-driver-faces-court" target="_blank" rel="noopener"> faced court</a> and is facing 11 charges including 10 counts of dangerous driving occasioning death, and one count of negligent driving.</p> <p dir="ltr"><em>Images: 7News / Seven/ Roni Bintang / Getty Images</em></p>

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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>

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Four-year-old entrepreneur wins out against council complaints

<p dir="ltr">Four-year-old Leo Tyres is the proud owner of his very own fruit and vegetable stand, better known as Leo’s Little Shop, but his enterprise hasn’t come without its share of struggle. </p> <p dir="ltr">He first had to overcome a hurdle most small business owners know an awful lot about - a slow start. And from there, things escalated, when a complaint made to the local council against his stand almost shut down business for good. </p> <p dir="ltr">Leo operates his pop-up store, selling discounted fruit and vegetables with slight defects from outside his home in Gatton, Queensland. </p> <p dir="ltr">And as Lockyer Valley Mayor Tanya Milligan told<em> 9News</em>, the complaint had been about “a business that was operating in a residential area. </p> <p dir="ltr">“Like most councils, we are complaint-driven, we have an obligation to go and check it out.”</p> <p dir="ltr">“If it’s a permanent structure, it becomes a shop,” she explained, before noting that if that were the case then the young family would have had a lot of hoops to jump through. </p> <p dir="ltr">Luckily for little Leo - and the 2000 locals who got behind a petition to save his venture - Milligan was of the opinion that “it’s no different to me than the old-fashioned lemonade stall or garage sale.” </p> <p dir="ltr">And so, the stand remains open for business, with Leo at the helm. </p> <p dir="ltr">As for how his regulars feel about the outcome, Leo was happy to report that “they say ‘good on ya’.” </p> <p dir="ltr">Leo’s mother, Barbra Sanchez, is delighted with the result as well, and shared some of the benefits of his experience, noting that “he is learning several life skills from interacting with people, [and he’s] saving money.”</p> <p dir="ltr">Those people are, of course, his customers, but also his suppliers. Local business is important to the youngster, who sources his produce from local farmers who are unable to sell the fruit and vegetables due to the ‘imperfections’ in their appearance.</p> <p dir="ltr">While he started out with just a bag of limes and two pumpkins, Leo’s empire has grown from there, and he now has his very own trailer to help with the crucial work of sourcing, carrying, and selling his wares. </p> <p dir="ltr">He was more than eager to share this proud achievement, too, declaring that he can now “take 10 pumpkins in the trailer! 10 pumpkins.” </p> <p dir="ltr">And for anyone wondering just what the four year old might be doing with his hard-earned savings, Leo was happy to explain, telling <em>9News</em>’ Cam Inglis, “I just buy toys.” </p> <p dir="ltr"><em>Images: 9News</em></p>

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Gardener exposes neighbour over loud mowing complaint

<p>A neighbourhood “bully” has been slammed online after threatening to call the police on a gardener for making “too much” noise while cleaning up an overgrown property.</p> <p>James Selmes, from Lush Cut Lawns, was tidying a garden of a home in Blacktown, west of Sydney, when the disgruntled neighbour approached him to complain about the noise.</p> <p>“Mate, I’m just from up the road, how long are you going to be doing this for?” the miffed man asked.</p> <p>Mr Selmes told him he had been working on the lawn for a couple of hours, and that he’d likely be working a few more.</p> <p>“All morning you’ve given me a f***ing headache. You need to finish it up,” the man demanded.</p> <p>The gardener said it had only been two hours and that he was “allowed to mow lawns”.</p> <p>“It’s as simple as that. The neighbours have seen this lawn bad, and no one has even bothered to come and help them,” Mr Selmes said.</p> <p>“Perhaps if you guys helped, we wouldn’t have this issue.”</p> <p>The neighbour rejected his comments, responding “Do you think I care about that?”</p> <p>“Let me tell you again, I’m going to be a nice guy, 15 minutes alright? 15 minutes before I call the police. I can’t have this all morning.</p> <p>“So are you going to be here another two hours?"</p> <p>Mr Selmes advised him there were no laws against mowing during the middle of the day.</p> <p>“I’m allowed to mow lawns in the morning or any time during the day between reasonable hours,” he said, with the neighbour hitting back, “yeah, reasonable!”</p> <p>Mr Selmes again attempted to argue his point.</p> <p>“I’m here mowing the lawn, I’m here to help somebody out, that’s all I’m here to do,” he explained.</p> <p>It was clear the neighbour paid no mind to Mr Selmes’ remarks as he maintained he was going to call the police.</p> <p>“Fifteen minutes, I’ll call the police. You make up your own mind,” he said.</p> <p>At his wit's end, Mr Selmes encouraged the neighbour to call the police if he deemed it necessary.</p> <p>“Go and call the police then, I don’t really care. Seeya!” he said.</p> <p>Once the neighbour left, Mr Selmes said it had taken 18 months for him to receive a negative reaction to his work.</p> <p>“Well, that’s a first. It took me a year-and-a-half for someone to complain about the noise. Oh well, what’s he going to do? It’s not against the law."</p> <p>“Tough sh** as they say. I’m just here to do a job and that’s it. People can be kind of weird, hey.”</p> <p>The video of the encounter was uploaded to YouTube, attracting more than 1.8 million views and nearly 5,000 comments of support.</p> <p>“I bet that guy is a pain in the a*se to the entire neighbourhood. You did a great job on this lawn. And you told the guy what you thought of his threat,” one comment read.</p> <p>“After that encounter with that miserable neighbour, I would have definitely taken my time and made sure every inch of that property was perfect,” another added.</p> <p>“He is the same type of neighbour I had who would yell at the kids for laughing too loud as they played outside. Blessings to you for not letting him bring you down,” a third wrote.</p> <p><em>Image credit: YouTube</em></p>

Home & Garden

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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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Britain’s Got Talent burned by 334 complaints after "insensitive" stunt

<p><strong>Warning: This article contains content that some readers may find disturbing.</strong></p> <p><em>Britain’s Got Talent</em> is in hot water with its 16th season after the second episode drew in a staggering 334 complaints - a total of 400 across both episodes, Ofcom reported. </p> <p>The stunt that caused the ire, dubbed “insensitive” and “unacceptable” by the public, saw a professional stuntman named Thomas Vu cover himself in a fire-retardant gel, before he was set alight and left to solve a Rubik’s Cube.</p> <p>In the wake of the stunt, hosts Ant and Dec were quick to issue a warning to viewers, telling them “do not try this at home, ever.” </p> <p>And when the clip was uploaded to the official <em>BGT</em> Twitter account, the text ‘do not try this at home’ is splashed across the video. </p> <p>However, distressed viewers still took to the comments section to share their distaste, with one writing that it was “absolutely ridiculous and irresponsible [and] should never have been allowed to be televised especially on a family programme!!”</p> <blockquote class="twitter-tweet"> <p dir="ltr" lang="en">Stuntman Thomas Vu solved the Rubik's cube in the most UNEXPECTED way: <a href="https://t.co/nSEWOokCSb">https://t.co/nSEWOokCSb</a></p> <p>Do not try this at home!<a href="https://twitter.com/hashtag/BGT?src=hash&amp;ref_src=twsrc%5Etfw">#BGT</a> <a href="https://t.co/awPLBTmaEf">pic.twitter.com/awPLBTmaEf</a></p> <p>— BGT (@BGT) <a href="https://twitter.com/BGT/status/1649110690987376642?ref_src=twsrc%5Etfw">April 20, 2023</a></p></blockquote> <p>“BGT totally ill-considered showing a guy setting himself on fire whilst solving a Rubik’s Cube,” tweeted another. “No thought to the fact that impressionable children watch the show.”</p> <p>“Don’t get me wrong,” one began, “people do crazy stuff and it’s their choice and that’s fine by me but maybe that last act should have been well after the 9pm watershed?? Not sure that kind of playing with fire thing is suitable for young kids who probably stay up to watch <em>BGT.</em>”</p> <p>“Like what has <em>BGT</em> come to when we set people on fire for entertainment,” someone else said on the matter. </p> <p>And as yet another user put it, “sorry but showing a man setting himself on fire on a ‘family’ show is not acceptable. Even with the mention ‘do not try this at home’.”</p> <p>Concern for children continued from there, with one tweeting “The Rubik’s Cube fire stunt on <em>BGT</em> was totally inappropriate. Did you not think about burn victims and how seeing this would affect them?”</p> <p>Meanwhile, others simply found the stunt to be insensitive, with one even referencing the 1965 Bradford City disaster when they wrote “I just find this insensitive to anyone that has been through any trauma caused by fire.”</p> <p>Criticism for the episode was so intense, coupled with the volume of complaints flowing in, that the show was forced to issue a statement, telling viewers “<em>Britain’s Got Talent </em>showcases a mix of variety acts to engage audiences. </p> <p>“In this case, it was made very clear on screen that this act should not be tried at home and the programme was subject to strict compliance rules."</p> <p><em>Images: Britain’s Got Talent / ITV</em></p>

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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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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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Kiwi journalist hits back at viewer’s complaints about her Māori tattoo

<p dir="ltr">A popular New Zealand newsreader has hit back at an irate viewer who has repeatedly complained about her traditional Māori face tattoo, asking him to keep his comments for “another lifetime”.</p> <p dir="ltr">Oriini Kaipara made headlines in 2021 when she became the first person to bear a moko kauae - a traditional Māori tattoo that covers a woman’s lips and chin - while anchoring a prime-time news broadcast in New Zealand.</p> <p dir="ltr">While many viewers have applauded Ms Kaipara, others were less kind, with one repeat objector prompting her to take to Instagram to respond on Thursday, saying she had “had enough” of his complaints.</p> <p dir="ltr">“Today I had enough. I responded. I never do that. I broke my own code and hit the send button,” the Newshub presenter shared with followers in a since-deleted post.</p> <p dir="ltr">The viewer, identified only as David, had written to the entire newsroom to complain about Ms Kaipara’s tattoo, which he mislabelled as a “moku” and said was “offensive” and “a bad look”.</p> <p dir="ltr">“We continue to object strongly to you using Māori TV presenter with a moku, which is offensive and aggressive looking. A bad look,” he wrote.</p> <p dir="ltr">David also objected to the use of te reo Māori during broadcasts, despite the fact that the Māori language features in most Kiwi TV broadcasts.</p> <p dir="ltr">“She also bursts into Māori language which we do not understand. Stop it now,” he said.</p> <p dir="ltr">On Instagram, Ms Kaipara shared her full response to him.</p> <p dir="ltr">“Thank you for all your complaints against me and my ‘moku’. I do find them very difficult to take seriously, given there is no breach of broadcast standards,” she wrote.</p> <p dir="ltr">“If I may, I’d like to correct you on one thing – it is moko not ‘moku’. A simple, helpful pronunciation guide of ‘Maw-Caw’ will help you articulate the word correctly.</p> <p dir="ltr">“I gather your complaints stem from a place of preference on how one must look on-screen, according to you. Moko and people with them are not threatening, nor do they deserve such discrimination, harassment or prejudice.</p> <p dir="ltr">“Moko are ancient cultural markings unique to the indigenous people of Aotearoa, myself included. We mean no harm or ill intent, nor do we deserve to be treated with such disregard. Please refrain from complaining further, and restrain your cultural ignorance and bias for another lifetime, preferably in the 1800s.”</p> <p dir="ltr">She ended her message with, “Nga mihi matakuikui o te wa,” a polite te reo Māori farewell, and signed off as “the lady with the moko kauwae who speaks Māori but MOSTLY English on TV”.</p> <p dir="ltr">Speaking to the <em><a href="https://www.nzherald.co.nz/entertainment/newshubs-oriini-kaiparas-response-to-viewers-complaint-about-her-offensive-moko-kauae/LWLE2VNRPXM2GJTQ73Z3FNME74/" target="_blank" rel="noopener">NZ Herald</a></em> after, Ms Kaipara said the viewer had been “relentless” in his complaints.</p> <p dir="ltr">“These types of complaints are being sent by a minority,” she told the publication, adding that she receives plenty of “lovely and thoughtful” messages from viewers.</p> <p dir="ltr">“The fact that my existence triggers some people is testament to why we need more Māori advocates in key roles across every sector.”</p> <p dir="ltr">Ms Kaipara, who is of Ngāti Awa, Ngāti Tūwharetoa, Ngāti Rangitihi and Ngāi Tūhoe descent, has previously said she got her moko in 2019 to remind herself of her identity as a Māori woman.</p> <p dir="ltr">“When I doubt myself, and I see my reflection in the mirror, I’m not just looking at myself,” she explained.</p> <p dir="ltr">“I’m looking at my grandmother and my mother, and my daughters, and those to come after me, as well as all the other women and Maori girls out there. It empowers me.”</p> <p><span id="docs-internal-guid-d248cbbc-7fff-de3f-a32a-984cc801f082"></span></p> <p dir="ltr"><em>Image: @oriinz (Instagram)</em></p>

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