Optus
Complaints
How to file a complaint and get quick results from Optus
Edited by:
Ajust Content Team
Last updated
May 7, 2025
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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, and your desired resolution.
- Tip: Save your complaint reference number for tracking purposes.
- Response time: Optus acknowledges complaints within 2 business days and assigns a Customer Relations Expert to handle your case.
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.
- Pro Tip: Ask for a supervisor or manager if you feel your issues hasn’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.
- Tip: Keep a copy of your email or letter for your records.
- Response time: Expect an acknowledgment within 2 working days.
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:
- Acknowledgment: 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 three 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 information.
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Real Optus complaints and how they were 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 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 canceled 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 prioritizes 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
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