Had an issue with Optus? Get a real response.
Optus is one of the many telecommunication companies in Australia, assisting with mobile phones, plans, NBN networks, and home internet.
There are a few ways to lodge a complaint with Optus. But the quickest way to get in contact with them is through the Online Complaint Form. To do this, you need to go onto the Optus website and navigate to Support > Feedback & Complaints > Make a Complaint. Or you can visit their Complaints Page. You then need to fill in all the prompts and provide as much detail as possible as well as the desired outcome to ensure that your issue is resolved in a timely manner. Other ways to submit a complaint are through the phone ((133 937 (available Mon-Fri 8am-9pm, Sat-Sun 9am-7pm)), in-store, email (enquiries@optus.com.au), letter (Optus Customer Relations, PO Box 888, North Ryde, NSW 2113), or My Optus App.
Optus aims to resolve a claim within 2 business days, where they will assign a Customer Relations Expert to your case, who will then work through solutions to resolve the issue. But if the complaint is not resolved within 10-15 business days, or there is a lack of communication from Optus, you can lodge a complaint with the Telecommunications Industry Ombudsman (TIO) to resolve the case sooner.
The most common complaints from Optus customers are in regards to network issues and outages, billing and overcharges, customer service performance, delayed response times, cancellations, contract and plan disputes, and privacy and security issues.
How to submit a complaint with Optus
Online Complaint Form
The quickest way to file a formal complaint with Optus is through their online complaints form.
- To do this, navigate to Support > Feedback & Complaints > Make a complaint on the Optus website or visit optus.com.au/complaints.
- Provide essential details like account information, a description of your complaint and your desired resolution
- Response time: Optus aims to respond to complaints within 2 business days and assigns a Customer Relations Expert to handle your case.
Tip: Save your complaint reference number for tracking purposes.
Phone Support
- Call Optus Customer Service at 133 937 (available Mon-Fri 8am-9pm, Sat-Sun 9am-7pm).
- Request to lodge a formal complaint and ask for a complaint reference number.
- Optus may attempt to resolve your issue on the spot or will escalate it to a specialist complaints team.
Tip: Ask for a supervisor or manager if you feel your issues haven't been resolved.
In-Store Complaints
- Visit an Optus retail store and speak to a representative.
- If your complaint requires escalation, the store staff can log it for you.
- A Customer Resolution Expert should contact you within 2 business days.
Email or Letter
- Email: enquiries@optus.com.au with "Complaint" in the subject line.
- Mail: Optus Customer Relations, PO Box 888, North Ryde, NSW 2113.
- Response time: Expect an acknowledgment within 2 working days.
Tip: Keep a copy of your email or letter for your records.
My Optus App
- Use the My Optus app to chat with a support agent.
- Explicitly request that they lodge a formal complaint.
- Save the chat transcripts for future reference.
Once a complaint is lodged, Optus follows this structured process:
- Confirmation: Within 2 business days, Optus will confirm receipt of your complaint and provide a reference number.
- Case Manager Assignment: Your case is assigned to a Customer Resolution Expert.
- Investigation & Follow Up: Your case manager will review the details and may contact you for further information. They’ll work towards a solution within 10 business days.
- Resolution Proposal: You’ll receive a resolution offer, which may include refunds, service fixes, or compensation.
- Final Agreement & Closure: If you agree with the proposed solution, the complaint will be closed. If not, you can escalate it further.
Common complaints against Optus
Network Issues & Outages
- Some common complaints are mobile reception dropouts, slow NBN speeds, and major service failures.
- Example: The November 2023 outage left 10 million Australians without service for a day.
Billing & Overcharges
- Customers report unexpected charges, overbilling, and post cancellation fees.
- Example: A customer was billed for a cancelled service, and later received a refund after escalating.
Customer Service Frustrations
- Customer service issues include long hold times, unhelpful agents, and a failure to follow up.
- Example: A customer waited 3 weeks for a callback that never came.
Delayed Actions & Cancellations
- Some issues are the slow processing of service changes and unfulfilled cancellation requests.
- Example: A customer requested a cancellation, but was charged for 3 additional months.
Contract & Plan Disputes
- Customers report misleading contract terms, unauthorised plan changes, and difficulty exiting plans.
- Example: Optus charged an early termination fee despite a promised exemption.
Privacy & Security Issues
- Data breaches and personal information mishandling.
- Example: The September 2022 data breach exposed many customer’s personal information.
Optus complaints submitted through Ajust
The Optus outage meant I couldn’t contact my clients, run my business, or even accept payments. Internet, mobile, EFTPOS, everything was down. I lost income and customers went elsewhere. It made us look unreliable. - Michael
I was promised no cancellation fees or modem charges when I moved. Optus even said they couldn’t find my service. But then I was hit with a $208 modem bill and another service fee. I never agreed to this. - Puri
I was billed for a phone I returned months ago. I’ve contacted Optus repeatedly, but the issue keeps coming back. They even tried to withdraw $176 from my account. It’s exhausting, and I just want it resolved for good. - Lesley
My husband had a medical emergency during the Optus outage and couldn’t call me. Our location app didn’t work either. If he hadn’t had a second phone, I don’t know what would’ve happened. We’re still in emergency. - Anne
How other consumers Optus complaints got resolved
Billing Dispute – Refund Processed in 3 Days
A mobile customer was overcharged $500 over several months. After submitting a complaint via an advocacy service, Optus processed a full refund within 72 hours.
Tip: Attach billing statements and screenshots when lodging a complaint to speed up the resolution.
Network Outage Compensation
Following the November 2023 Optus network outage, affected customers received 200GB of free data as compensation. Small businesses who suffered financial losses were given bill credits upon request.
Service Cancellation Resolved via Ombudsman
A customer cancelled their internet plan but continued receiving bills. After multiple failed attempts to resolve the issue, they filed a TIO complaint. Within 48 hours, Optus waived all incorrect charges and provided a goodwill credit.
1. Request a Supervisor or Manager
- If a frontline agent cannot resolve your issue, ask for a Customer Relations Manager or Supervisor.
2. Contact the Optus Customer Resolution Expert Team
- If your complaint is still unresolved, escalate it to a Senior Customer Relations member.
3. Optus Executive Customer Relations
- Request a review by the Optus Executive Relations Team.
- This is the last internal escalation step before going to an external option.
4. Urgent Complaint Escalation
- Optus prioritises urgent complaints (e.g. for financial hardship or life threatening medical needs) for resolution within 2 days.
Tip: If you are experiencing extreme hardship, mention "Priority Assistance" to speed up the process.
Telecommunications Industry Ombudsman (TIO)
- When to escalate: If Optus fails to resolve your complaint within 10-15 days.
- How to escalate: Lodge a complaint online at www.tio.com.au or call 1800 062 058.
- Outcome possibilities: TIO can mandate billing corrections, refunds, contract waivers, or service improvements.
Australian Competition & Consumer Commission (ACCC)
- When to escalate: If Optus breaches Australian consumer law, misleads customers, or engages in unfair contract practices.
- How to report: Submit a complaint at www.accc.gov.au.
Fair Trading / Consumer Affairs
- For device disputes, misleading sales tactics, or a failure to honour warranties, contact your state’s consumer protection agency.
Office of the Australian Information Commissioner (OAIC)
- For privacy or data breaches, escalate to the OAIC at www.oaic.gov.au.
- Optus Complaints Page: Optus – Make a Complaint
- Optus Phone Number: 133 937
- Optus Complaints Email: enquiries@optus.com.au
- Mailing Address: Optus Customer Relations, PO Box 888, North Ryde, NSW 2113
- TIO Complaint Submission: www.tio.com.au
Optus Complaints FAQs
What’s the fastest way to lodge a complaint with Optus and get a response?
Filing a complaint via the Optus online complaint form is the fastest and most direct method. It ensures your case is logged formally, gives you a reference number for tracking, and usually triggers a response within 2 business days. This is the quickest path to getting a Customer Resolution Expert assigned without waiting on hold or repeating your issue.
What should I include in an Optus complaint to improve my chances of a fast resolution?
Clearly describe the issue, include account details, and state your desired resolution. Supporting evidence like screenshots, bills, or emails helps validate your case and reduces back and forth. The more precise and documented your complaint, the faster Optus can assign a resolution expert and respond meaningfully, especially if you want compensation or refunds.
What can I do if Optus doesn’t resolve my complaint within 10 days?
If there’s no response within 10–15 business days, escalate to the Telecommunications Industry Ombudsman (TIO). The TIO can mandate fixes, refunds, or contract changes. Before escalating, ask for a Customer Relations Manager or the Executive Relations Team at Optus. If that still fails, the TIO is your next and often most effective step for accountability.
What kinds of complaints do Optus customers most often get resolved?
Billing errors, network issues, and failed cancellations are most commonly resolved when well documented. Examples include $500 billing refunds and waived fees after TIO involvement. Optus has also offered compensation like free data after major outages. Highlighting how the issue has impacted you especially financially, can strengthen your case and speed up results.
You’ve done your part, now it’s time to hold Optus accountable.
Take the final step and submit a complaint that gets seen and responded to.