We're here to help
Supporting you in times of need
Our vision is to be Australia’s most loved everyday brand with lasting customer relationships. A key component of achieving this vision is to support and protect customers who may be in vulnerable circumstances.
Staying connected is vital, especially during challenging times. At Optus, we recognise that vulnerability varies from person to person. It might be, temporary or permanent, spanning several years, or even become a constant in someone's life.
We're aware that numerous factors can lead to vulnerability. These include major life changes, the loss of loved ones, health issues, and natural disasters, among others. Most people will experience vulnerability in some form during their lifetime, the important thing to remember is that we're always ready to assist, we are here to help during these challenging times.
Need more assistance
You can call our specialist team available 24/7 on 1800 470 291.
See our vulnerability guide for how we can help.
Heightened support through dedicated specialist team
Where heightened support is needed, Specialist Care serves as a dedicated team for customers facing vulnerability. They are equipped with the necessary expertise, delegations, and resources to effectively assist those who are experiencing significant challenges in accessing and managing their communication services.
The team can support:
Domestic Family Abuse
Bereavement Care
Homelessness
Financial Hardship
Disability
Accessibility
Natural Disasters
Priority Assistance
Priority assistance is a service offered by telecommunications providers to give priority support to eligible customers with life threatening medical conditions. This service aims to prioritise the wellbeing of individuals who depend on telecommunications services for medical monitoring.
At this time Optus does not offer priority assistance, if you require this service, you can contact Telstra to discuss your needs.
Other Resources
1800RESPECT
1800 Respect provides support for all Australians directly and indirectly experiencing, or at risk of experiencing, sexual assault, domestic or family abuse.
Call: 1800 737 732 (24x7 Support)
Visit: https://www.1800respect.org.au/
Beyond Blue
Beyond Blue provides information and support to help everyone in Australia achieve their best possible mental health, whatever their age and wherever they live.
Call: 1300 224 636 (24x7 Support)
Visit: https://www.beyondblue.org.au/
- Local call charges may apply (check your rate plan inclusions).
Lifeline
Lifeline is a national charity providing all access to crisis support and suicide prevention services.
Call: 13 11 14 (24x7 Crisis Support)
Visit: https://www.lifeline.org.au/
- Free call from payphone, and Optus mobile services. Local call charges apply for calls made on Optus landline (check your rate plan inclusions).
- Lifeline also offer SMS and Chat options, visit the Lifeline website for more details.
National Debt Helpline
Get free and independent assistance by speaking to one of National Debt Helpline’s Financial Counsellors.
Call: 1800 007 007
Visit: https://ndh.org.au/
Small Business Debt Helpline
Small business financial counsellors will give you free, independent and confidential advice.
Call: 1800 413 828
Visit: https://sbdh.org.au
Telco Together Foundation
Optus stands united with our industry colleagues in supporting customers experiencing domestic and family violence, and raising awareness about tech-based coercive control.
Learn more: https://telcotogether.org/tech-abuse/
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