Optus customer care: a complete, practical guide to getting help fast

The fastest ways to reach Optus

The quickest path to support for most customers is the in-app messaging in the My Optus app. Messaging is available 24/7 and lets you authenticate securely, attach screenshots, and continue the conversation without staying on hold. If you cannot access the app, start a conversation via the Support hub at https://www.optus.com.au/for-you/support and choose billing, mobile, internet, or NBN to be routed to the right team.

Social support is also available via verified Optus accounts (for example, on X/Twitter at @Optus). For sensitive account matters, social teams will usually ask you to move to secure messaging or the app to complete ID checks. If you prefer to call, use the phone number published on your Optus bill or on the official Contact page at https://www.optus.com.au/contact-us; phone menus change over time, and the website lists the current numbers and operating hours for mobile, internet/NBN, prepaid, and business lines.

If you’re overseas, use the My Optus app or the Contact page above to find the current international support number (these can change and may vary by service type). For vulnerable or priority assistance customers (for example, due to a diagnosed medical condition), tell the agent up front so your case is flagged appropriately.

What to have ready before you contact Optus

• Your Optus account or service number, and a recent bill reference (invoice number and the exact dollar amount/issue date shown on the bill).
• Proof of identity: the exact name and date of birth on the account and at least one ID (Australian driver licence, passport, or Medicare card). For business services, the ABN and your authority to act.
• Technical details if reporting a fault: the time the issue started, exact error messages, your street address (for fixed services), device model/OS version, and steps you’ve tried (reboot, SIM reseat, isolation tests).
• For billing disputes: the charge amounts in question, the dates, screenshots of usage logs, and any previous case or reference numbers.

Identity verification and account security

Australian telcos must verify identity before discussing account details or making changes. Expect to be asked to confirm your full name, date of birth, service address, and one or more document numbers. Keep your account PIN or passphrase current; you can set or reset it in the My Optus app under Profile or by following the prompts on the Support site.

If you suspect SIM-swap fraud or your device is lost/stolen, act immediately: suspend the service in the My Optus app or via the Support site and ask for a SIM replacement. Activation of a replacement SIM typically completes within 15 minutes to 4 hours once processed. After securing your service, change passwords on key accounts (email, banking) and enable multi-factor authentication.

Billing, payments, and hardship support

You can view bills, set up or change direct debit, and make one-off payments in the My Optus app or at https://www.optus.com.au/paymybill. Payment methods usually include debit/credit card and BPAY; refer to your bill for the current BPAY Biller Code and reference to avoid misdirected payments. If a direct debit fails, Optus generally retries and may apply a late fee; check the fee line items and your Critical Information Summary for your plan.

If you’re experiencing or expect to experience difficulty paying, contact Optus and ask for the Financial Hardship team. Under Optus’ hardship policy (published on the website), supports may include spend controls, payment plans, bill smoothing, or temporary service restrictions rather than disconnection. Provide a realistic budget and dates you can pay; approved arrangements are normally confirmed in writing and include a case reference number.

For billing disputes, raise the issue within one billing cycle where possible. Note the invoice number, exact charge(s), and why you believe they are incorrect (for example, premium service block requested on a specific date, roaming disabled, or plan change confirmation). Optus can apply credits, rebill on the correct plan, or escalate to billing operations if usage records require investigation.

Faults, outages, devices, and SIMs

Before lodging a fault for mobile services, test your SIM in another unlocked phone, and try another known-good SIM in your device to distinguish device issues from network or account problems. For home internet/NBN, isolate the service by removing third-party routers, use a single Ethernet-connected device, and power-cycle the modem for at least 10 minutes. Record the exact time and the LED status sequence; this speeds triage.

Check the Optus Network Status page from the Support hub to rule out area outages or planned maintenance. If an NBN technician visit is required, standard appointment windows are typically 8:00–12:00 or 12:00–17:00 local time on business days. Keep your phone on and accessible; missed appointments can delay restoration. If you rely on your service for health, safety, or work, ask about an interim solution such as a mobile broadband loan device.

For device warranty, Australian Consumer Law applies in addition to manufacturer warranties. If a device fails due to a major fault, you can request a replacement or refund; for minor faults, repair within a reasonable time is expected. Back up your data and remove accounts (including Find My iPhone/Google FRP) before handing over devices for repair. For SIM replacements, visit an Optus store with valid ID; fees may apply depending on your plan and the reason for replacement.

Complaints and escalation pathway (with required timeframes)

If an issue isn’t resolved during your first contact, ask for a complaint to be logged and request the complaint reference number. Under the Telecommunications Consumer Protections (TCP) Code C628:2019, providers must acknowledge complaints immediately (or within 2 working days if not made in real time) and aim to resolve most complaints within 15 working days. Urgent complaints (for example, service used to support a medical condition, or disconnection due to proven financial hardship) have shorter target timeframes.

Keep notes of dates, promised actions, and any credits or plan changes agreed. If you believe the complaint is stalled or closed prematurely, you can escalate internally to a case manager. If you still can’t reach a fair outcome, use the independent Telecommunications Industry Ombudsman (TIO). The TIO is free for consumers and small businesses and can require further investigation.

• Internal escalation: ask for your case to be escalated to the Optus complaints team and request written confirmation of the plan to resolve (with dates).
• Telecommunications Industry Ombudsman: phone 1800 062 058 or visit https://www.tio.com.au to lodge a complaint. Provide your Optus complaint reference, evidence, and desired resolution.
• Privacy or data issues: for unresolved privacy concerns, contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or at https://www.oaic.gov.au after raising the issue with Optus first.

In-store help and official addresses

For face-to-face assistance (for example, SIM swap with ID verification, device assessment, or accessory purchases), visit an Optus store. Use the Store Locator from the Support hub on https://www.optus.com.au to find opening hours and services offered at each location, including accessibility details and appointment options. Bring original photo ID and, for business services, proof that you are authorised on the account.

Optus’ head office is at 1 Lyonpark Road, Macquarie Park NSW 2113. Do not send payments or sensitive documents to this address unless specifically instructed by Optus in writing; use the payment and correspondence channels listed on your bill or at https://www.optus.com.au/contact-us. Support phone numbers and operating hours change from time to time, so rely on the official website or your bill for the latest details.

How do I contact Optus from overseas?

Need assistance? You can priority call Optus from overseas on +61 2 8082 5678. This is free from an Optus mobile plan.

How do I speak to someone from Optus in Australia?

While we are working to address this, message us in My Optus app or visit help and support here. For sales enquiries, buy online or speak to one of our sales specialists today on 1800 200 123. They are available 8am to 9pm Mon – Fri, 9am – 6pm Weekends AEST.

Does Optus have 24-7 customer service?

The easiest way to contact us for help & support is to message us 24/7 in My Optus app & My Account.

What is Optus number 133-937?

If you believe your account has been compromised, you can contact us via My Optus App – which remains the safest way to contact Optus or call us on 133 937 for consumer customers. If you are a business customer, contact us on 133 343 or your account manager.