There are two options to choose from when you need to notify us of a loved one's passing.

Option 1: Australian Death Notification Service

You can visit the Australian Death Notification Services (ADNS) website, who will digitally notify multiple organisations of someone's passing.

Once you fill out the online form the information is then passed on to the selected organisations who will then guide you through the next steps.

Note: This is only applicable if a death certificate has been issued in Australia (excluding ACT).

Option 2: Bereavement Care Form

Alternatively, you can fill out our Bereavement Care Form and return via:

• Email to: BereavementCare@optus.com.au
  
  
• Post to:
    Bereavement Care
    PO Box 888
    North Ryde
    NSW 1670
  
  

For help, please visit your nearest Optus store where we'll help you fill out the Bereavement Care Form and submit it on your behalf.

Option 1: Australian Death Notification Service

For this option, you don't need to supply any documentation to lodge your claim.

Please complete the online form on the ADNS website.

Option 2: Bereavement Care Form

You'll need to provide the following documentation:

1. A completed and signed Bereavement Care Form
2. One of the following as proof of death:
   • Death certificate
   • Doctors' medical certificate
   • Grant of Probate
   • Letters of Administration
   • Funeral bill
   • Death notice
   • Link to funeral notice or obituary 

Note. When transferring a service, we'll need to do a credit check, so you'll need to provide 100 points of identification.

• The executor, administrator or trustee of the estate
• A lawyer or solicitor administering the will
• The deceased's next of kin
• A power of attorney
• An authorised representative listed on the Optus account 

Once we've received your request via the Australian Death Notification Service, or via email or post with all the required documentation, our specialised team will be in touch within 10 business days.

Once your request has been processed, we will:

• Send confirmation that your request has been completed
• Stop any further billing and cancel all existing direct debit arrangements

We'll let you know if you need to return any devices, set top boxes or accessories.

• Digitally: Australian Death Notification Service
  
  
• Email / Post: Download the Bereavement Care Form here

If you're the account holder, and someone that uses a service on your account has passed away, you can:

1. Transfer the service to another person by completing a change of ownership
   
   
2. Cancel the service using the Bereavement Care Form (User)