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Leasing FAQ

• How is leasing with My Plan Flex different to owning on My Plan Plus?

  My Plan Flex has all the great standard inclusions that My Plan Plus has although promotional offers may differ between the plans. The key difference is that you are leasing a phone from Optus instead of purchasing one. You don't own the phone and this has some important considerations for you. You could pay up to $10 less on your monthly bill on some My Plan Flex plan and phone combinations compared to similar My Plan Plus options. This means you won't necessarily pay less on all My Plan Flex plans. Plan cancellation and/or damage fees apply on My Plan Flex. On a My Plan Flex plan once the leasing contract is over you need to return the phone to Optus in good working order. You can also choose to continue the lease for up to 2 months more by continuing to pay your monthly plan and device charges, or you can choose to make an offer to purchase the phone at fair market value (which we will advise at the time).

• Can I choose any phone on the leasing plans?

  No. You can choose from a list of eligible devices. Find out here.

• What are my options after my 24 month contract is over?

  After 24 months you have the following choices:

  1. You can return the phone in good working order. If the phone is not in good working order, a damage fee will apply. If it's an easy fix like a cracked screen, the damage fee is up to $229. If the phone is locked, if it's more substantial damage, or if it's beyond economic repair, the damage fee is up to $499.

  2. You can continue your lease for up to an extra 2 months after your 24 month contract is over. You'll continue to pay the monthly plan and device charges. If you don't return the phone once you've had the phone for 26 months, you'll be charged its fair market value and you'll then own it.

  3. You can make an offer to purchase the phone at fair market value which we will advise at the time.

• What is 'good working order'?

  "Good working order" means the phone is fully functional - for example, it makes and receives calls and texts, connects to the internet, can be unlocked, and is not physically damaged, except for normal wear and tear as reasonably determined by us. You can find out more here.

• Can I upgrade the leased phone during the 24 month leasing contract?

  Yes, you can upgrade to an eligible in market plan and phone after 12 months. You have to return the current phone in good working order, pay an upgrade fee of $99, and recontract to a new eligible 24 month plan. (You may choose to either lease another phone on a new plan or purchase a phone on a different plan at this time.) If the phone is damaged, you can still upgrade after 12 months by paying a damage fee instead of the upgrade fee. If it's an easy fix like a cracked screen, we'll upgrade you for a fee of up to $229. Or if the phone has more substantial damage, can't be unlocked, or can't be repaired, you'll pay up to $499 to upgrade to a new one.

• What happens if I need my leased phone repaired or if it is lost or stolen?

  Without Device Protect insurance
  You need to get the leased phone repaired by Optus or the original equipment manufacturer. You'll pay a fee if the repair isn't covered by a manufacturer's warranty or the Australian Consumer Law. If the leased phone is lost or stolen, you will need to advise Optus and fees will apply. How much you pay depends on whether and when you cancel your lease because you no longer have the phone, but it could include a cancellation fee plus all monthly device charges (increased by device credits) for your remaining contract term.

  With Device Protect insurance
  If you have taken Device Protect, and the insured phone is damaged, lost or stolen, you can lodge a claim with Optus Insurance Services, which may help to return you to the position you were in before the damage, loss or theft took place. If your claim is accepted, you will pay an excess. Before lodging your claim it is advisable to understand the terms and conditions outlined in your combined Product Disclosure Statement (PDS) and Financial Services Guide (FSG).

• Can I buy insurance to help cover my leased device?

  On My Plan Flex you can add Device Protect insurance to your plan at the time you sign up to the mobile plan. This is an insurance policy with a premium payable monthly for a maximum of 24 months. You can cancel it anytime with no cancellation fees - you'll only pay premiums up to the date of cancellation. The policy expires after 24 months so if you choose to continue your lease after your 24 month lease ends (for up to 2 months), the phone will not be insured. To find out more, please read the terms and conditions outlined in the combined Product Disclosure Statement (PDS) and Financial Services Guide (FSG).

• What do I need to do before I return the phone?

  You'll need to make sure that the phone is in return condition. Please ensure your data on the phone is backed up and you have deleted your personal/confidential information before you return the phone to Optus. You'll also need to perform a factory reset, disable any locking features, and remove the SIM and any memory cards.

  You'll also need to provide all documentation reasonably requested by us to help us make sure the phone you're returning is the same one we leased to you.

  If you are returning an iPhone with the Find My iPhone feature, this must be disabled before you return the phone. To do this, switch on the device, then choose "Settings" and select "iCloud". Turn off "Find my iPhone" and then enter your Apple ID password and select "Turn off". For more information, please see Apple Support

  If you're returning a phone from another manufacturer, please make sure you've disabled any kind of security lock settings on the phone. These settings can remote lock the mobile phone to protect it from data theft if you lose the phone. These security lock settings must be turned off before you return the phone. If you are unsure, please check the user guide for your phone.

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