Optus

refund policy – how to claim your money back

Optus refunds are available under specific conditions that may include billing overcharges, incorrect charges, account cancellations with credit balances, and device returns. 

Refunds for billing errors and overpayments are typically approved, but change-of-mind refunds for prepaid services and subscriptions are less likely. If your account has a credit balance after you cancel, you must request a refund – it will not be automatically processed.

1. Check Your Account Status – Log in to My Optus to see if you have a credit balance or recent billing error.
2. Contact Optus Support – Utilise Optus support channels: message website live chat, call 133 937, or visit an Optus store to request your refund.
3. Provide Required Details – Give Optus your account number, the refund amount, and your preferred refund method.
4. Wait for Refund Approval – Optus typically approves refunds within a few business days.
5. Receive Refund Confirmation – Optus will notify you via SMS or email once your refund has been processed.
6. Monitor Your Bank Statement – Refunds take 5-10 business days to appear, depending on the payment method.

• Standard Processing Time: 5-10 business days after Optus approves the refund.
• Credit/Debit Card Refunds: Typically 2-7 days, but may vary by bank.
• Direct Bank Deposits (EFT): 2-5 business days after processing.
• Cheque Refunds: Can take 1-2 weeks due to mailing time.
• Billing Cycle Credits: If Optus applies a refund as a credit to your next bill instead of returning funds, you may need to request a direct refund instead.

• Original Payment Method: Refunds are sent back to the same card or bank account used for the original payment.
• Electronic Funds Transfer (EFT): Used for closed accounts where the original payment details are unavailable.
• Cheque Refunds: For refunds where electronic methods aren’t possible a cheque will be mailed.
• On-Bill Credit: Optus may apply a refund as a credit on your next bill unless you directly request a refund.
• Device Purchase Refunds: Refunds for returned devices go back to the payment method used at purchase.

• Delayed Refund Processing: Some customers report waiting longer than the stated 10 days and needing to follow up.
• Incorrect Refund Application: Some refunds are applied as account credit instead of a direct payment.
• Account Closure Refunds Not Automatic: Some customers must manually request refunds after closing their account.
• Subscription & Prepaid Service Refund Denials: Optus does not typically refund prepaid mobile recharges.
• Billing Errors Requiring Escalation: Some refunds require intervention from an Optus supervisor or the Telecommunications Industry Ombudsman (TIO).