Complaints & Compliments

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


Here's how you can let us know

By Phone

  • Call 133 937 (All services)

Our Opening Hours (Local Time)

  • General Enquiries & Billing (All services)
    8am – 7pm (Mon – Fri)
    9am – 5pm (Sat)
     
  • Technical Support & Faults (All services)
    Open 24/7, 365 days per year

In Person

In Writing

You can forward your correspondence to:

Customer Relations Group
PO Box 306
SALISBURY SOUTH
SA 5106

You can also send us an email.


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. 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.

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 (1800 675 692 from a TTY Teletypewriter 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. Please call 133 937 or write to us at the address above.


Other Enquiries

Marketing Communication Opt Out

If you only want to receive communications that are account related or legally required, you may request not to receive other communications (ie. you may “opt out”). 

If you wish to make a request to opt-out, you can do so at any time by submitting a Marketing Opt Out request online or if you're not an Optus customer by calling us on 133 937.

Optus Special Assistance Service

Call us on 133 937 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. Find out more about our Optus Special Assistance Service.