Complaints & Compliments
Optus aims to lead Australia in delivering outstanding customer experience and your feedback is very important to us. If you feel that you have not received the support you expect, we'd like you to let us know so we can get it right.
Here's how you can let us know
You can call us
Technical Support & Faults
Find an Optus store nearest to you using our Store Locator
You can write to us
Forward your correspondence to:
Customer Relations Group
Be sure to include your Full Name, Service or
Alternatively, click on one of the online options below:
Have you contacted Optus before in relation to this enquiry?
To select an option, click the corresponding button.
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 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. Click to download our complaint handling policy.
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.
After you have spoken with us, 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) for assistance.
Lodge a complaint with the TIO
Call: ( ) from a TTY Teletypewriter handset)
Write to: TIO, PO BOX 276, Collins Street, West Melbourne VIC 8007
We appreciate you taking the time to give us feedback. We use the feedback to recognise and reward our top performers. Please call or write to us.
Write to: Customer Relations Group, PO BOX 306, Salisbury South SA 5106
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Optus Special Assistance Service
If you're an Optus customer with a medically certified life-threatening condition and you require an Optus service fault to be fixed as a priority, simply give us a call. Find out more about our Optus Special Assistance Service.