Optus Coverage Commitment

We’re confident in our mobile network and now you can be too with the Optus Coverage Commitment. If you are experiencing coverage issues on our mobile network that we can’t fix, you can say goodbye to us and we’ll gladly cover any cancellation fee and remaining handset charges when you return the phone to us in good working order. Plus, we’ll credit your current month’s plan access fee and handset charges.

Who and what plans are eligible?

Available to new and existing Optus customers who sign up a new postpaid (billed) mobile service from 13 August, on a 24 month My Plan Plus (including Promo Plus) or My Plan Flex (including Promo Flex) plans, with a maximum of 5 services on their account. Does not apply to recontracting services, rate plan changes or prepaid customers changing to postpaid plans.

If I cancel my service, return my phone and sign a new 24 month 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.

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

Call us on 133 937 or chat to us here to explain the mobile coverage issue you are having. Optus will investigate the issue and confirm whether it’s mobile network related and not an isolated incident or interruption, before confirming your eligibility to cancel under the Coverage Commitment.

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

Mobile coverage issues include repeated dropped calls, repeated data drop outs, persistent problems with SMS/MMS, repeated inability to connect to data while on the move, or persistent poor reception at your home, place of work or holiday home or persistent slow data speeds. It does not include isolated incidents or interruptions, for example, if you are at a concert. Once you explain the mobile coverage issue that you are experiencing, Optus will investigate and confirm your eligibility to claim the Coverage Commitment.

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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.

Optus will credit the access charge and handset 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 service is bundled with any other services, the cancellation of your mobile 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 your handset, we will apply all credits to your billing account once we have received your handset and processed your cancellation. If you are keeping your handset, 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 the credit balance to you.

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What is 'good working order'?

Good working order means the phone is fully functional. That means the phone 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

If you're still unsure ask our Optus staff.

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

Before returning the phone, please ensure it's in good working order, backed up and that any personal / 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.

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

If the phone 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)

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Terms and Conditions

Optus' Coverage Commitment

Sign up to a new service on a 24 month My Plan Plus (including Promo Plus) or My Plan Flex (including Promo Flex) (excludes Business plans, Tech Fund plans and prepaid customers who change to a postpaid plan) on or after 13th August 2018. If you need to cancel due to coverage issues within Australia, contact us so we can assess your coverage issues. If we accept your request, 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.

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

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

Also, if you cancel your 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.

This Coverage Commitment does not affect your Australian Consumer Law rights under the Competition and Consumer Act 2010 (Cth).

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