Personal
Did you know, all centres are open on the NSW and SA Labour Day Public Holiday - 4th of October 2010
Customer Shortcut Links
Billing & Payments
- Make a bill payment
- Request a payment extension
- Advise of a payment and restore services
Account Management
- Change Rate Plan
- Change Billing Address
- Set-up or change Direct Debit
Call Features for mobile customers
- Activate or modify International Roaming
- Activate or modify Voicemail
Prepaid Mobile self-service
- Recharge, Balance & Usage
- Change Rate Plan & My Time
- Change SIM card or set-up GPRS
| Contact number | Operating Hours (Displayed in local time unless otherwise stated) | Email Us | More details | |
| Sales | ||||
|---|---|---|---|---|
| Sales | 1800 780 219 | 8am - 9pm (Mon - Fri) 9am - 7pm (Sat) |
Email Us | Browse Online Visit Us |
| Free-call Self-Service - Mobile | ||||
| Account and Billing: - Account Balance - Last Payment - Payment Extensions - Report a Payment |
1509 (from mobile) |
24x7 | Only available from your mobile phone. | |
| Change billing address via SMS | 1509 (from mobile) |
24x7 | ||
| International Roaming: - Activation or Deactivation |
1503 (from mobile) |
24x7 | ||
| Voicemail: - Activation or Deactivation |
1504 (from mobile) |
24x7 | ||
| SIM card replacement and activation | 1509 (from mobile) |
24x7 | ||
| Free-call Self-Service - Home Phone or Internet | ||||
| Account and Billing: - Account Balance - Last Payment - Make a Payment - Payment Extensions - Make a Payment |
132 926 | 24x7 | Only available from your Optus home phone | |
| Customer Care (all products) | ||||
| Self-service Hotline - Your one stop place to make changes to your account, obtain account information and other useful features. |
1300 MY ACCOUNT (1300 692 226) |
24x7 | These features may not be available to all accounts | |
| iPhone Network Unlocking Service | 1300 075 395 | 24x7 | A self-service feature to process network unlocking requests for iPhone customers. Please have your IMEI number before calling | |
| Optus Mobile Broadband Customer Care | 133 697 | Email Us | Online Help | |
| Service Difficulty and Faults - Mobile phone - Home phone - Optus TV - Internet |
1300 FAULTS (1300 328 587) |
24x7 | Before calling, have you visited our: Mobile Troubleshooting FAQ Broadband Help Home Phone Support FAQ |
|
| Moving house | 1800 MY MOVE (1800 696 683) |
8am - 7pm EST (Mon - Fri) 9am - 6pm EST (Sat) |
More Information | |
| Pay your bill (Optus Pay) | 1300 309 309 | 24x7 | To pay your bill online, click here | |
| Billing Enquiries - Mobile Post-Paid - Home phone - Optus TV - Internet |
1300 BILLING (1300 245 546) |
8am - 7pm (Mon - Fri) 9am - 5pm (Sat) |
Email Us | Before calling, have you visited our Billing & Accounts FAQ |
| Rate Plan Changes | 1300 PLAN CHANGE (1300 752 624) |
Call here to change your Optus product rate plan to the latest offered rate plans | ||
| General Account Enquiries | 133 YES (133 937) |
For general (non-billing, non-fault) enquiries about your Optus service | ||
| Mobile Enquiry while overseas | +61 2 8082 5678 | 8am - 7pm (Mon - Fri) 9am - 5pm (Sat) |
Using Your Mobile Overseas FAQ | |
| Mobile Faults while overseas | +61 2 8082 2642 | 24x7 | ||
Small & Medium Business
Sales Enquiries
- Email Us
- Call 1300 737 574
- Visit your nearest Optus 'yes' Shop
Account Enquiries for existing customers
| Product | Contact number | Operating Hours (Displayed in local time unless otherwise stated) | More details | |
| Mobile Phone | 133 343 | 7am-7pm (Mon-Fri), 9am-5pm (Sat) |
Email Us | Mobile Phone support |
| Office Phone | 133 343 | 8.30am-6pm (Mon-Fri) | Email Us | Office Phone support |
| ipPhone(VOIP) | 1300 550 731 | 24x7 | Email Us | ipPhone support |
| 'yes' Business Totality | 1300 734 898 | 8.30am-6pm (Mon-Fri) | Email Us | yes Business Totality |
| MultiLine/Voice over DSL | 1800 305 733 | 8.30am-6pm (Mon-Fri) | Email Us | Multiline / VoDSL |
| Wireless Phone (OWT)/Wireless Fusion | Wireless Phone | |||
| - Customer service | 133 343 | 8am-7pm (Mon-Fri) 9am-5pm (Sat) |
Email Us | |
| - Technical support | 133 697 | 24x7 | Email Us | |
| Internet | ||||
| Dial-up | 133 343 | 24x7 | Email Us | Dial Up support |
| Business Broadband | 133 343 | 24x7 | Email Us | Business Broadband support |
| Web Hosting | Web Hosting FAQs | |||
| - Customer service | 1300 791 403 | 8am-6pm (Mon-Fri) | ||
| - Technical support | 1300 791 403 | 24x7 | ||
| Mobile Broadband (OMB): | Mobile Broadband FAQs | |||
| - Customer service | 133 343 | 8am-7pm (Mon-Fri), 9am-5pm (Sat) | Email Us | |
| - Technical support | 133 697 | 24x7 | Email Us | |
| Evolve Services | Evolve Services | |||
| IP VPN, MRS, SSL or Internet services | ||||
| - Customer service | 1300 788 379 | 24x7 | Email Us | |
| - Technical support | 1300 788 379 | 24x7 | Email Us |
Government and Corporate Business
Sales Enquiries
- Email Us
- Call us on 1800 555 937(9.00am - 5.00pm, Monday to Friday, Displayed in local time unless otherwise stated)
Customer Service
- Optus Business Online Requests
- Business Mobile Transition Group Customer Survey
- Telephone 1300 300 314(8.00am - 7.00pm, Monday to Friday, Displayed in local time unless otherwise stated)
Optus Business Support/Technical Difficulties
- Data and Voice Service Desk: 1300 300 332
- The Mobility & Converged Technical Service Desk: 1800 200 487
Wholesale
Pre-Sales Enquiries
Account & Billing Enquiries
1300 300 221 (8.00am to 8.00pm, Monday to Friday)
- Long Distance (option 1)
- Mobile (option 2)
- For Switched Voice, IP, Multinet and BNS products, email CIS Support
Extranet Support
Complaints & Compliments
Yes, we are listening.
Optus is committed to providing a high level of service to its customers. If our service fails to meet your expectations or you have suggestions on how we can do better, we would love to hear about it.
Our commitment to you
The Optus complaint handling policy has been designed with the customer in mind while still meeting the requirements of the relevant Industry Code/s (ACIF Complaint Handling Code).
Optus aims to resolve complaints at first point of contact. Where complaints are escalated directly to us by mail or via email on the web, we aim to resolve complaints within 14 days of receipt.
Complaints referred to us from outside sources such as the TIO (Telecommunications Industry Ombudsman), may take longer depending on the complexity of the matter.
If your complaint isn't resolved to your satisfaction, you can ask to have your matter escalated to a supervisor. If you are still dissatisfied with the supervisor’s handling of the complaint, you can request to have the matter referred to senior management for review.
Personal
Service Difficulties & Faults:
Mobile, Home Phone & TV: 131 344
Call Us:
Home Phone, TV and Internet: 133 937Mobile - including premium services: 1300 300 937,
OR
from overseas on: +61 2 9342 5678
Optus TTY users, Home Phone, TV or Internet: 1800 500 002
Small & Medium Business
Call 133 343Email:
Mobile, Home Phone, TV & Internet Feedback or Complaint Form
Postal address:
Customer Relations GroupLocked Bag 31001
Flinders Lane VIC 8009
Optus' Complaint Handling Policy can be found below, in PDF format in both English and Mandarin. For a hard copy of the Complaint Handling Policy, or a copy in an alternate format, please contact Customer Service (on the numbers on this page).
Download the Complaint Handling Policy [pdf]
Complaint Management Dissatisfaction
If you are not satisfied with the steps taken by Optus to resolve your complaint, or with the way in which we managed your complaint, you can seek assistance from the TIO (Telecommunications Industry Ombudsman), which is an office of last resort. The Ombudsmen will only investigate complaints if you have already attempted to resolve the complaint with Optus.
Other Enquiries
Website Feedback & Other Enquiries
Feedback
Yes, we are listening:
- Feedback about My Account
- Feedback about Managing My Business Services online
- Feedback about the Optus website
Working for Optus
For more information:
- Visit our Career Website
- Call us on 1300 300 163
- Email Us
Find a Store
Find an Optus store nearest to you using our: