Data retention laws & requesting access to personal information

All telecommunications providers, including Optus, have a data retention obligations to retain certain network data and customer information for a period of at least two years for use by law enforcement and security agencies.

Much of the information covered by the scheme would be considered personal information and you can learn about how to request your personal information at "How to request your data". We'll always confirm your identity before giving access to your personal information and we may contact you if we need further information from you about your request.

More information is available in Optus' Privacy Policy.

What data can I retrieve?

Optus account holders can view the following information any time, on your Optus bill or via My Account:

• Name

• Address

• Phone number

• Contact Details, such as your registered email or mobile number

• PDF copy of your contract

• Breakdown of your data usage in certain categories

• Calls made & duration

More information about viewing your call history in My Account here.

If you require more detailed information, you can use the online form to request access to:

• Itemised SMS summary (without message content)

• Call details for local & 13/1300 numbers (Home Phone)

• Contact notes taken by Optus Customer Care

If you have multiple Optus mobile phone services, you'll need to fill out the form separately for each mobile service. Once we've received your request and verified your identity, we'll be in touch within 30 calendar days.

Note: Because your data only relates to your use of Optus services, it doesn't include information like who called you or sent you an SMS. Incoming call records & calls to 000 emergency numbers can only be issued via a subpoena or a police request.

Is there a cost to retrieve data?