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Australia Broadband & mobile

Optus customer service and complaints

Mobile, broadband and home phone

Provisional entry Checked 2 Nov 2026 Singtel Optus Pty Limited
13 13 44 Support site

Optus provides mobile, broadband and home phone across Australia. Support is available by phone and chat; complaints that remain unresolved after 10 working days can go to the TIO.

Step one

Ways to contact Optus

Customer service Primary

13 13 44

24/7

Accounts, billing, faults and mobile support.

Call

Live chat

Optus chat

24/7

Available through the Optus app and website.

Open

Formal complaint form

Open complaint form

Use this after contacting support if the issue is not resolved.

Open

Check for an outage before you call: service status page.

Step two

How to complain about Optus

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Complain to Optus and get a reference

    Straight away

    Contact Optus and ask for a formal complaint. Record the reference number, the agent's name and what you were promised. Ask for the outcome in writing.

    Use the phone, chat or complaint form on this page.

    Ask for the provider's complaint policy and the expected response time.

  2. 2

    Stage 2

    Allow 10 working days

    10–20 working days

    Give the provider 10 working days to resolve the issue, or 20 working days for a complex matter. If it refuses to help or closes the complaint, you can go to the TIO sooner.

    Follow up in writing and keep the final response.

    Write down the date you first complained; the TIO will ask for it.

  3. 3

    Stage 3

    Take it to the TIO

    Generally within six years, but act quickly

    The Telecommunications Industry Ombudsman is free and independent. It can investigate, conciliate and decide remedies.

    Submit the complaint online with your reference number and evidence.

    State the outcome you want and attach the provider's final response.

  4. 4

    Stage 4

    Report systemic issues to the ACMA

    Any time

    The ACMA can investigate industry-wide or repeated breaches of telecom rules. It does not resolve individual disputes or award compensation.

    Use the ACMA's complaint and reporting information after the TIO stage.

    Reference the specific code or rule you believe was breached.

Step three

Formal complaint letter template

Formal complaint letter template (Australia telecom). Copy it, fill in the bracketed fields and keep a dated copy.

Template
[Your name]
[Your address]
[Your email]
[Your phone]

[Date]

Optus
Customer Complaints Team

Account number: [account number]
Service address: [service address]

Dear Complaints Team,

I am writing to make a formal complaint about my [internet / mobile / home phone] service.

What happened

[Explain the issue and give dates. Include what you were promised, what went wrong, and any reference numbers from previous contacts.]

What I want

[State the resolution you want: credit, refund, repair, cancellation or compensation.]

Please respond in writing by [date, at least 10 working days]. If the issue is not resolved, I intend to contact the Telecommunications Industry Ombudsman.

Yours sincerely,

[Your name]

Send it by a method you can prove — email with read receipt, or tracked post — and keep the reference number.

If it is not fixed

Escalate to the regulator

Use these routes only after the provider has had a fair chance to respond, or if they have breached a published deadline.

TIO Telecommunications Industry Ombudsman Australia — telecom The Telecommunications Industry Ombudsman is Australia's free dispute-resolution scheme for phone and internet complaints. It is independent of… Make a complaint Details
ACMA Australian Communications and Media Authority Australia — communications The Australian Communications and Media Authority is the regulator for telecommunications, broadcasting, radio and online content. It sets and enforc… Make a complaint Details

Questions

Optus FAQ

How do I escalate an Optus complaint?

Ask Optus for a formal complaint reference and give it 10 working days to resolve the issue. If it is not resolved, contact the TIO with the reference and your evidence.

Does Optus charge for a paper bill?

Optus may charge a fee for paper billing on some plans. Ask for the current fee in writing and check whether your plan includes an exemption before switching to paper.

When can I contact the TIO?

Usually after you have complained to your provider and waited 10 working days (or 20 for complex issues). You can contact the TIO sooner if the provider refuses to help or has closed the complaint.

Does the TIO cost anything?

No. The TIO is free for consumers and small businesses. It can investigate the complaint and, where appropriate, order remedies including compensation.

Can I contact the TIO immediately?

Usually no. Give the provider a chance to resolve the complaint first. The TIO generally expects about 10 business days for a response, but it can take the case sooner if the provider refuses to help or closes the complaint without a resolution.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 2 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

Keep going

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13 13 44 Steps Letter