Who and what plans are eligible?

Available to new and existing Optus customers who sign up a new service on selected 24 month mobile handset plans from 13 August 2018 (excludes Business plans and Tech Fund plans), with a maximum of 5 services on their account.

Available to new and existing Optus customers who sign up a new service on selected Optus Wireless Broadband plans from 7 May 2019 (excludes Business plans and Tech Fund plans), with a maximum of 5 services on their account.

If I cancel my mobile service, return my phone and sign a new 24 month mobile handset plan with a different phone using the same service number, will I be eligible for the Optus Coverage Commitment for my new plan?

No, you will not be eligible to claim the Optus Coverage Commitment for your new plan.

If I cancel my Optus Wireless Broadband service, return my device and sign a new Optus Wireless Broadband plan, will I be eligible for the Optus Coverage Commitment for my new plan?

No, you will not be eligible to claim the Optus Coverage Commitment for your new plan.

How do I cancel my Optus service under Optus Coverage Commitment?

Call us on 133 937 or chat to us here and explain the mobile coverage issue you are having. We will investigate the issue and confirm whether it's a mobile coverage issue. If it is, we will confirm the next steps of cancelling (including discussing whether you want to port your number first) and returning the phone or modem.

What mobile coverage issues can I claim under Optus Coverage Commitment?

Mobile coverage issues include dropped calls, data drop outs, problems with SMS/MMS, inability to connect to data while on the move, or poor reception at your home, place of work or holiday home or slow data speeds. Once you explain the mobile coverage issue that you are experiencing, Optus will investigate the issue and confirm your eligibility to claim the Optus Coverage Commitment.

What will I have to pay if I choose to return my phone?

If you are a My Plan Plus customer and return your phone in good working order within 14 days of the cancellation request, you will not pay any further handset repayments. If you are a My Plan Flex customer and return your phone in good working order within 14 days of the cancellation request, you will not pay any further monthly lease charges and Optus will waive the lease plan cancellation fee. If you are a 24 month Optus Wireless Broadband customer and return your device in good working order within 14 days of the cancellation request, you will not pay any further device repayments.

Optus will credit the access charge and device charge for the month of cancellation. You will however be required to pay anything not included in your plan (e.g. Mobile TV streaming, additional data, talk or text usage, roaming, additional subscriptions, value added services, insurance or accessories).

Please note that if your mobile or Optus Wireless Broadband service is bundled with any other services, the cancellation of your service under the Optus Coverage Commitment may affect the pricing of bundled services under the terms of the bundle.

Business accounts with 5 or more connections are not eligible for this offer.

How will I know that I have received my credits that I am entitled to under the Coverage Commitment?

While Optus is processing your Coverage Commitment claim, you may still receive a bill from us. If you are returning the device, we will apply all credits to your billing account once we have received the device and processed your cancellation. If you are keeping the device, we will apply all credits to your billing account after we have processed your cancellation. You can always check your account balance via My Optus app. If your account is no longer active, we will refund any credit balance to you.

What is 'good working order'?

Good working order means the device is fully functional. That means, in the case of a phone, it makes and receives calls and texts, connects to the internet and is not physically damaged (except for normal wear and tear as reasonably determined by us).

The phone:

  • Can power on and off
  • Has a touch screen and battery that are fully functional
  • Is not physically damaged (e.g. does not have liquid damage, cracked, discoloured or bleeding screen (LCD) or casing, does not have any missing buttons or damage to other components such as charging ports or SIM tray)
  • Does not have any missing, disassembled, customised or non-genuine parts (this does not affect your rights under the Australian Consumer Law)
  • Is not cracked (including the touchscreen) and does not have any severe scratches (normal wear and tear such as light marks, and scratches are okay).
  • Has any locking features disabled e.g. Find my iPhone on iOS devices
  • It is not IMEI blocked
  • Is the same phone you purchased or leased from us under the mobile plan

For modems, it means the modem connects to the internet and is not physically damaged (except for normal wear and tear as reasonably determined by us).

The modem:

  • Can power on and off
  • Has a touch screen (if applicable) and battery that are fully functional
  • Is not physically damaged (e.g. does not have liquid damage, cracked, discoloured or bleeding screen (LCD) or casing, does not have any missing buttons or damage to other components such as charging ports or SIM tray)
  • Does not have any missing, disassembled, customised or non-genuine parts (this does not affect your rights under the Australian Consumer Law)
  • Is not cracked (including the touchscreen, if applicable) and does not have any severe scratches (normal wear and tear such as light marks, and scratches are okay).
  • Has any locking features disabled
  • It is not IMEI blocked
  • Is the same modem you purchased from us under your service plan

If you're still unsure ask our Optus staff.

What do I need to do before I return a phone?

Before returning a phone, please ensure it's in good working order, backed up and that any personal or confidential information has been deleted. You'll also need to perform a factory reset and remove any SIM and memory cards, plus disable all locking features. Additionally, you'll need to provide all documentation requested by us to help make sure the phone you are returning is the same phone we sold or leased to you.

Make sure to check the following:

  • iPhone: Before returning an iPhone, the 'Find My iPhone' feature must be disabled. For more information see Apple Support
  • Other device: If you're returning a phone from another manufacturer, make sure you disable any kind of security lock settings on the phone. If you lose the phone, these settings can remote lock the mobile phone to protect it from data theft. These security lock settings must be turned off before you return the phone. If you're unsure, please check the user guide for the phone.

When I received the phone, it included a bonus gift. Do I need to return this?

You'll have to refer to the conditions of the 'Bonus Gift Offer' to see whether both the phone and gift will need to be returned when cancelling. If the bonus gift was advertised as free, you do not need to return it.

What if the phone or modem is not returned in good working order or not received within 14 days?

If the phone or modem is not in good working order or not received within 14 days, you are only eligible for part of this offer and will be charged as follows:

  • On My Plan Plus plans, you'll be charged any remaining handset repayments (including any phone credits that Optus covers). Optus will still credit the current month's access charge and handset repayment (excluding any handset credit Optus was going to cover)
  • On My Plan Flex plans, you'll be charged any remaining monthly lease charges (including any leasing credits that Optus covers) if you fail to return the phone within 14 days of the cancellation request. If you return the phone but it is not in good working order, a damage fee of up to $499 will apply but you will not be charged the remaining monthly lease charges. Optus will still waive the lease plan cancellation fee and credit the current month's access charge and lease charge (excluding any leasing credit Optus was going to cover)
  • On 24 month Optus Wireless Broadband plans, you'll be charged any remaining device repayments (including any device credits that Optus covers). Optus will still credit the current month's access charge and device repayment (excluding any device credit Optus was going to cover).
  • On month to month Optus Wireless Broadband plans, you will get a credit for the current month's access charge but you will not be able to receive a refund for the device.

Am I eligible for the Optus Coverage Commitment if I have an Optus 5G mobile service or a 5G home broadband service?

The Optus Coverage Commitment does not apply to Optus 5G services.

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Terms and Conditions

OPTUS' COVERAGE COMMITMENT

Sign up to a new service on a selected 24 month mobile handset plan (excludes Business plans and Tech Fund plans) on or after 13th August 2018 or on a selected Optus Wireless Broadband plan (excludes Business plans and Tech Fund plans) on or after 7 May 2019. If you are experiencing a coverage issue within Australia, contact us so we can assess and confirm whether it is a mobile coverage issue. If we confirm its mobile network related, we will cancel the service.

If you are on a My Plan Plus plan, you may choose to (1) keep your handset and pay out the remaining handset repayments (including any handset credits Optus covers) as a lump sum, or (2) return the handset in good working order within 14 days of the cancellation request and Optus will waive remaining handset repayments. If you want to return the handset but it is not returned in good working order or within 14 days of the cancellation request, you must pay out the remaining handset repayments (including any handset credits Optus covers) as a lump sum.

If you are on a My Plan Flex plan, you may choose to (1) keep the handset and pay the remaining monthly lease charges (including any leasing credit Optus covers) as a lump sum, or (2) return the handset in good working order within 14 days of the cancellation request and Optus will waive remaining monthly lease charges. If you choose to return the handset but it is not returned in good working order, a damage fee of up to $499 will apply, or if you fail to return the handset within 14 days of the cancellation request you must pay the remaining monthly lease charges (including any leasing credit Optus covers). Optus will waive the lease plan cancellation fee.

If you are on a 24-month Optus Wireless Broadband plan, you may choose to (1) keep your device and pay out the remaining device repayments (including any device credits Optus covers) as a lump sum, or (2) return the device in good working order within 14 days of the cancellation request and Optus will waive remaining device repayments. If you want to return the device but it is not returned in good working order or within 14 days of the cancellation request, you must pay out the remaining device repayments (including any device credits Optus covers) as a lump sum.

If you are on a month to month Optus Wireless Broadband plan, you can receive a refund for the cost of the device (of the amount purchased from Optus), if you return the device in good working order within 14 days of the cancellation request. If you want to return the device but it is not returned in good working order or within 14 days of the cancellation request, you will not be able to get a refund for the device.

This offer is limited to once per eligible service with a maximum of 5 services per account. Your monthly access fee and device charge (less any device credits Optus covers) will be credited for the month that cancellation takes place. You must pay for any additional plan features and excluded usage charges.

If you cancel your mobile or Optus Wireless Broadband service, you will no longer be eligible for any bundled offer.

Also, if you cancel your mobile service, return your handset and want to sign a new 24 month plan with a different handset using the same service number, you will not be eligible to claim the Optus Coverage Commitment for your new plan. If you cancel your Optus Wireless Broadband service under the Optus Coverage Commitment and want to sign up to a new Optus Wireless Broadband plan, you will not be eligible to claim the Optus Coverage Commitment for your new plan. Optus Coverage Commitment does not apply to Optus 5G services, including 5G mobile and 5G home broadband services.

This Coverage Commitment does not affect your rights under any law. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
  • to cancel your service contract with us; and
  • to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.