Complaints & Compliments

Optus aims to lead Australia in delivering outstanding customer experiences. If you have not received the support you expect we want you to let us know so we can get it right.

There are three ways you can let us know:

How we resolve complaints:

By phone: The quickest way to resolve your complaint is by speaking with one of our consultants. If they are unable to solve your problem, a manager will take responsibility to resolve your concerns.

By email or letter: We will respond to your complaint as soon as possible and provide you with an indication of how long it will take to resolve.

We aim to resolve all customer complaints within 10 working days.

What we do if you want your complaint investigated further:

If our consultants or managers are not able to resolve your concerns, we will refer your complaint to our Customer Relations Group. We will provide you with a complaint reference number and within 48 hours your complaint will be allocated to a dedicated Customer Relations Case Manager. Your Case Manager will provide you with their direct contact details.

If you are not satisfied with our review of your complaint, or with the way in which we have handled the complaint, you can ask the Telecommunications Industry Ombudsman (TIO) to assist, after you have spoken with us.

To lodge a complaint with the TIO you can call 1800 062 058 (1800675692 from a TTY handset) or write to: TIO PO Box 276 Collins Street West Melbourne VIC 8007

Compliments:

We appreciate you taking the time to give us feedback. We use the feedback to recognise and reward our top performers. Email your feedback (Link to contact us page)

Download the Complaint Handling Policy

Complaints & Compliments

Yes, we are listening.
Optus is committed to providing a high level of service to its customers. If our service fails to meet your expectations or you have suggestions on how we can do better, we would love to hear about it.

Our commitment to you
The Optus complaint handling policy has been designed with the customer in mind while still meeting the requirements of the relevant Industry Code/s (ACIF Complaint Handling Code).

Optus aims to resolve complaints at first point of contact. Where complaints are escalated directly to us by mail or via email on the web, we aim to resolve complaints within 14 days of receipt.

Complaints referred to us from outside sources such as the TIO (Telecommunications Industry Ombudsman), may take longer depending on the complexity of the matter.

If your complaint isn't resolved to your satisfaction, you can ask to have your matter escalated to a supervisor. If you are still dissatisfied with the supervisor’s handling of the complaint, you can request to have the matter referred to senior management for review.

Optus' Complaint Handling Policy can be found below, in PDF format in both English and Mandarin. For a hard copy of the Complaint Handling Policy, or a copy in an alternate format, please contact Customer Service (on the numbers on this page).

Download the Complaint Handling Policy 

Complaint Management Dissatisfaction
If you are not satisfied with the steps taken by Optus to resolve your complaint, or with the way in which we managed your complaint, you can seek assistance from the TIO (Telecommunications Industry Ombudsman), which is an office of last resort. The Ombudsmen will only investigate complaints if you have already attempted to resolve the complaint with Optus.