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Content Services

FAQs & spend control

What are Third Party Content Services purchases?

Content Services are digital content or services users have accessed from their mobile phone or Mobile Broadband, either by Premium SMS or through Optus Carrier Billing. Content or services are things like Netflix, Spotify, ringtones, wallpapers, games, music and chat services. Optus bills you for the content you have purchased and these charges will appear on your Optus mobile bill. 

Currently, content can be purchased by either:

  • Premium SMS (PSMS) - by calling or texting a ‘19’ short code that is either 6 or 8 digits long, or
  • Direct Carrier Billing (DCB) - a service that allows you to charge the cost of content by selecting the ‘Pay with Optus’ logo Pay with Optus logo. This is charged to your Optus Postpaid Mobile/Mobile Broadband account

From 31 January 2018, Optus mobile customers will not be able to subscribe to new digital content, apps or services from Third Party Content Providers through Premium SMS or Optus Direct Carrier Billing. This is due to changes Optus is making in our relationships with some Third-Party Content Providers.

Changes from 24 August 2018

Changes from 24 August 2018

As of 24th August 2018, Optus customers can no longer purchase content from some Third Party Content Providers via their mobile bill or using their prepaid credit., This will apply to both one-off purchases and subscription purchases from those Third Party Content Providers that are affected. Customers will need to purchase Third Party Content using alternative payment methods, such as PayPal or credit card payment.

We will also continue to support one-off payments such as charity donations, TV voting and TV competitions. Subscriptions and one-off purchases via Google Play, Microsoft, Netflix and Spotify will not be affected by these changes.

Managing your content

Managing your content

How did I get these charges?

If Content Service charges appear on your Optus Bill, you have agreed to pay for subscription or one-off content such as games, ringtones, music or competition entries.

If children have access to the device, it’s best to monitor what they click on, as they may accidentally accept charges for Third Party Content Services.

How do you know if you have subscribed to Premium Content Services?

Users will receive a confirmation SMS on activation and ongoing reminders from the Third Party Service Provider if you are subscribed to content. This message will also include an opt-out option. 

How can I bar all Premium Content?

While Optus doesn’t supply content that’s been purchased from a Third Party provider, the Premium Content spend can be limited or and barred all Premium Content Services. Only authorised reps for Optus Business accounts are able to make changes to spend limits. This can be done online through My Business Portal, or by contacting the service desk on 134 315.

How do I unsubscribe?

Unsubscribe from these charges directly with the Third Party Provider.

DIRECT CARRIER BILLING

To unsubscribe from the content portal, do one of the following options:

  • Access the site and go to your account or settings
  • Reply using the word STOP to the number you’re receiving the messages from
  • Call the helpline number provided in the message you're receiving or on the content or media portal (e.g. a gaming and app store)
  • Follow the instructions under Check your Content Usage.  From here you're able to opt out or raise a complaint from this page directly to the content provider

PREMIUM SMS

To cancel a Premium SMS subscription, do one of the following options:

  • Reply using the word STOP to the number you’re receiving the messages from
  • Call the helpline number provided in the message you're receiving, on your Optus bill or find it here
  • Follow the instructions under Check your Content Usage. From here you're able to opt out or raise a complaint from this page directly to the content provider

In addition to the above methods, you can also request to bar or set a spend limit on Content Purchases. Refer to the How to manage your Monthly Spend radio button.

Wish to dispute changes?

As these charges are on behalf of a Third Party Content Provider, please contact the Third Party Content Provider to discuss them further.

The Third Party Provider number can be found on your bill. Your bill will also contain further details on when the charge was incurred.

I’ve tried contacting the third party helpline, but I’m having trouble getting my dispute resolved. Can Optus help me?

If you’re having trouble getting through to the Third Party Provider, you can contact us on 134 315.

If you've attempted to resolve your complaint with the Third Party Content provider and Optus, you can seek assistance from the Telecommunications Industry Ombudsman (TIO). Call 1800 062 058 or visit this site.

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