Services For Customers With Special Needs

Optus takes a proactive approach to comply with the Disability Discrimination Act 1992 through its Disability Action Plan. Under this Plan, Optus aims to remove barriers to access by customers, potential customers and staff.

To help find a solution for your telecommunications needs, we’ve organised information about our products and services into the following categories, just select an option that suits you:

To view Optus' Disability Action Plan, click here.


HEARING

If you have difficulties using a standard telephone handset due to a hearing impairment, one of the below products may assist:

Teletypewriter (TTY) Handsets

TTY handsets are specially designed telephone handsets which assist people who are deaf or who have speech / hearing impairments to communicate with others.

There are two TTY handsets on offer – the Uniphone and the Superprint. For further information on these handsets, visit our website.

To call us using a teletypewriter:

  • If you have a Mobile service, call 1800 123 124
  • If you have a Home Phone, Internet or Optus TV, call 1800 500 002
  • For emergency Teletypewriter, call 106

TTY Hours of Support

Optus will provide TTY handset support during the following hours:

  • Monday to Friday 8am to 4pm AEST
  • Outside of these hours contact us through the National Relay Service (NRS) on 133 677
    Give Optus’ name and the number you want to call. 
Cordless Telephone Handset

If you’re one of our local telephony customers who directly access the Optus telephone network* Optus can offer a cordless handset with volume control features. This handset is ideal if you require an easy to read and easy to use phone, that has been specifically designed for the visually and hearing impaired. It includes a large display screen, large easy to read buttons, a base visual ringer, and is hearing aid compatible (T-coil).

Click here to check out what’s available.

* Available to serviceable customers in Optus cabled areas in Sydney, Brisbane and Melbourne. For technical and commercial reasons not all homes can be connected.


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 on your Home Phone to be fixed as a priority.


FREE OPERATOR-ASSISTED DIRECTORY SERVICES

If you're an Optus customer with a disability who needs assistance accessing Directory Services, you can ask to apply for our ‘free operator assisted calls for disability customers’. You can contact us to request this, and our representative will ask you some questions to confirm that you are eligible. Once we've assessed your application, we'll then be in contact and if you're eligible we'll provide you with 1800 numbers that you can use to access these services.

We'll provide you with one number for local/national directory services and one for international directory information and connect-through calls. (Standard mobile call charges may apply for calls from mobile phones).


NATIONAL RELAY SERVICES

If you are deaf, or have a hearing or speech impairment

  1. Contact us through the National Relay Service
  2. Give the Optus number you want to call

For more information, visit http://www.relayservice.gov.au


SPEECH

If you have a speech or communication impairment, one of the following options may assist:

Teletypewriter Handsets (TTYs)

TTYs are specially designed telephone handsets which assist people who are deaf or who have speech / hearing impairments to communicate with others.

There are two TTY handsets on offer – the Uniphone and the Superprint. For further information on these handsets, contact us or visit our website.

To call us using a teletypewriter:

  • If you have a Mobile service, call 1800 123 124
  • If you have a Home Phone, Internet or Optus TV, call 1800 500 002
  • For emergency Teletypewriter, call 106

TTY Hours of Support

Optus will provide TTY handset support during the following hours:

  • Monday to Friday 8am to 4pm AEST
  • Outside of these hours you are able to contact us through the National Relay Service (NRS) on 133 677.  Give Optus’ name and the number you want to call.
3 Way Call

A 3 Way Call is a Home / Office Phone feature that allows you to include a third person in your conversation. This is sometimes known as a conference call. For more information, click here.


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 on your Home Phone to be fixed as a priority.


FREE OPERATOR-ASSISTED DIRECTORY SERVICES

If you're an Optus customer with a disability who needs assistance accessing Directory Services, you can ask to apply for our ‘free operator assisted calls for disability customers’. You can contact us to request this, and our representative will ask you some questions to confirm that you are eligible. Once we've assessed your application, we'll then be in contact and if you're eligible we'll provide you with 1800 numbers that you can use to access these services.

We'll provide you with one number for local/national directory services and one for international directory information and connect-through calls. (Standard mobile call charges may apply for calls from mobile phones).


NATIONAL RELAY SERVICES

If you are deaf, or have a hearing or speech impairment:

  1. Contact us through the National Relay Service
  2. Give the Optus number you want to call

For more information visit: http://www.relayservice.gov.au


VISION

If you are blind or have vision impairment, one of the following may assist:

Braille billing or large font billing

To make life easier, Optus offers special billing formats such as Braille billing or large font billing to our visually impaired customers.

Once you have applied for braille or large font billing, you will continue to receive your standard paper bill, but your bill payment due date will be extended by about 1 week while we produce and send your Braille or large font bill.

The standard paper bill and braille bill will be sent to the same address. Different addresses cannot be selected. The address to receive the bill is driven by the billing system for the product. If this needs to be changed, please contact customer service to arrange a change of your billing address.

BRAILLE & LARGE FONT BILL REPRINTS

Reprints of past bills can be re-issued in large font / braille format, provided that;

  • Large font or braille billing was active when the original bill was issued
  • The bill was issued within the last 7 years

PAYMENT INFORMATION

Paying at the Post Office

Present your standard paper bill if paying at the Post Office, as the bar code is not active on Braille or large font bills.

Please note a fee of $1.30 will apply for bill payments made via Australia Post. To avoid this fee, use an electronic payment option, such as Direct Debit or BPAY to pay from cheque or savings account. Please visit optus.com.au/payments for other payment options.

Mailing your payment to Optus

If you mail your bill payment to us, make sure to include your standard bill's payment slip, not your Braille or large font bill.

Direct Debit

To apply for direct debit and for further details, please visit our setup direct debit page.

Cordless Telephone Handset

If you’re one of our local telephony customers who directly access the Optus telephone network* Optus can offer a cordless handset with big buttons.

This handset is ideal if you require an easy to read and easy to use phone, that has been specifically designed for the visually and hearing impaired. It includes a large display screen, large easy to read buttons and is hearing aid compatible.

Click here to check out what’s available.

* Available to serviceable customers in Optus cabled areas in Sydney, Brisbane and Melbourne. For technical and commercial reasons not all homes can be connected.


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 on your Home Phone to be fixed as a priority.


FREE OPERATOR-ASSISTED DIRECTORY SERVICES

If you're an Optus customer with a disability who needs assistance accessing Directory Services, you can ask to apply for our ‘free operator assisted calls for disability customers’. You can contact us to request this, and our representative will ask you some questions to confirm that you are eligible. Once we've assessed your application, we'll then be in contact and if you're eligible we'll provide you with 1800 numbers that you can use to access these services.

We'll provide you with one number for local/national directory services and one for international directory information and connect-through calls. (Standard mobile call charges may apply for calls from mobile phones).


MOBILITY & DEXTERITY

If you have difficulties getting to the phone, holding the handset or dialling a standard telephone keypad, the following option may assist:

Cordless Telephone Handset

If you’re one of our local telephony customers who directly access the Optus telephone network* Optus can offer a cordless telephone handset. This handset is ideal if you require an easy to read and easy to use phone with big buttons, that has been specifically designed for the visually and hearing impaired. It includes a large display screen, large easy to read buttons and is hearing aid compatible.

Click here to check out what’s available.

* Available to serviceable customers in Optus cabled areas in Sydney, Brisbane and Melbourne. For technical and commercial reasons not all homes can be connected.


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 on your Home Phone to be fixed as a priority.


FREE OPERATOR-ASSISTED DIRECTORY SERVICES

If you're an Optus customer with a disability who needs assistance accessing Directory Services, you can ask to apply for our ‘free operator assisted calls for disability customers’. You can contact us to request this, and our representative will ask you some questions to confirm that you are eligible. Once we've assessed your application, we'll then be in contact and if you're eligible we'll provide you with 1800 numbers that you can use to access these services.

We'll provide you with one number for local/national directory services and one for international directory information and connect-through calls. (Standard mobile call charges may apply for calls from mobile phones).