Complete the 6 steps of troubleshooting to rule out other reasons as to why your device may seem faulty or damaged.

Your device could be covered by Consumer guarantees under Australian Consumer Law, as well as device manufacturer warranties.


If you are covered by one of these, the device will be repaired or replaced at no additional cost. You may also be entitled to a refund, depending on the nature of the fault.


If the device is not under warranty or the device has been physically damaged, you can choose to:

• • Make a claim with your insurer or Optus Device Protect Insurance
  • Have Optus repair the device for a fee
    
    

If you have Optus Upgrade and Protect, you may be able to upgrade your device by recontracting to a new device on a device payment plan, paying a one-off damage fee and handing back your damaged device to us:

• • For general information on this product, see What is Optus Upgrade and Protect?
  • For how to request a replacement, see Upgrade your device with Optus Upgrade and Protect
    
    

In addition to any manufacturer's warranty:

• • Optus supports customers with any minor or major device faults - as per the consumer guarantees under Australian Consumer Law
  • Depending on the age, value and condition of the device, Optus will cover the device for a reasonable period of time
    
    

Repairs can be organised via:

• • Optus Store
  • Contacting us

The expected turn-around time will be advised when submitting the repair order.

Note: Loan phones aren't provided. 

Devices will be sent back to your address, unless alternative arrangements are made with you.

Important: Make sure you complete these steps. If you don’t, you may lose your data or delay the completion of your repairs.

1. Back up your device

2. Remove your SIM and any memory cards

3. Remove any screen locks or PIN codes
   
   

Android:

1. Remove your Google Account
2. Disable Google Factory Reset Protection
3. Samsung: Turn off Samsung Activation / Reactivation lock

Apple:

• • Disable ‘Find my iPhone’ & Activation Lock
    
    

When sending your device away for repair, make sure you include:

• • Any malfunctioning accessories
  • Your Proof of Purchase (this will be organised when processing the order in-store or by contacting us)
  • Your claim number if claiming under Optus Device Insurance
    
    

You'll receive updates on your repair request via SMS / email notifications.

If you need further assistance, contact us.