Keeping you connected in difficult times
At Optus, we're committed to doing everything we can to keep you connected with the things that matter most - work, school, friends and loved ones.
When you're with us, you can feel confident that we're just a phone call or online chat away, because we're here to support you not only in the good times, but also in the more difficult ones.
Download our full Payment Assistance Policy (PDF, 201KB)
Life has many ups and downs
Financial hardship can affect any of us, often at times when we least expect. If you're unable to make a payment to Optus due to one of the following circumstances, you may be experiencing financial hardship:
- Personal or household illness
- Unemployment
- Low or insufficient income, including reduced access to income
- Being a victim/survivor of domestic or family violence
- A death in the family
- A change in personal or family circumstances
- A natural disaster
- Unexpected events or changes that have impacted your income or expenditure
- Other reasonable causes
How can we help?
If you’re experiencing financial hardship, you have a right to apply for short or long-term assistance. If you’re eligible for assistance, Optus will work with you to agree a solution that is realistic, appropriate, and tailored to your situation.
Depending on your circumstances, options for assistance that we have available include:
Temporary extension of a payment
Transferring you to a product better suited to your circumstances
Discount, credit or debt waiver
Payments matching or credit applied in exchange for payments
Controls on how you can incur charges on your account with us, including spend controls.
Restricting access to features of your service to keep you connected.
Removal of non-essential product features
Tailored payment plans
You can also take control of your payments with Optus using your Optus My Account or My Optus app. Learn more about these tools.
Starting the process
We’ll always try to find a solution to meet your needs. To fully understand your situation, we may ask questions about your circumstances or request supporting documentation. As each customer’s circumstances are unique, we'll only ask for information that is relevant to your application and treat it as strictly confidential.
Applying for assistance is free, you can call our Advocacy Assist team on 1300 308 839.
Available 24 hours, 7 days a week.
You can also message us now in My Optus app or Message support 24/7 (Opens in new tab).
Have a complaint?
You can make a complaint in relation to financial hardship by contacting Optus about financial hardship (opens in new tab). If you’re not satisfied with the outcome of your complaint, you can escalate your complaint to the TIO (opens in new tab) or speak to them by calling 1800 062 058.
Download our Complaint Handling Policy (PDF, 469KB)
National Debt Helpline Call: 1800 007 007 Visit: https://ndh.org.au/
Small Business Debt Hotline Call: 1800 413 828 Visit: https://sbdh.org.au/
Payment Assistance Policy
Download our full Payment Assistance Policy (PDF, 201KB).
Need more support?
You can view information on how we support our customers in vulnerable circumstances or domestic/family abuse situations.
Or you can access support from any of the external organisations listed below.
Additional support
Department of Human Services
Information about contacting Centrelink, Medicare or Child Support, and the Department of Human Services.
Visit: https://www.servicesaustralia.gov.au/
1800RESPECT
1800 Respect provides support for all Australians directly and indirectly experiencing, or at risk of experiencing, sexual assault, domestic or family abuse.
Call: 1800 737 732 (24x7 Support)
Visit: https://www.1800respect.org.au/
Beyond Blue
Beyond Blue provides information and support to help everyone in Australia achieve their best possible mental health, whatever their age and wherever they live.
Call: 1300 224 636 (24x7 Support)
Visit: https://www.beyondblue.org.au/
- Local call charges may apply (check your rate plan inclusions).
Kids Helpline
Kids Helpline is a free, 24x7 phone and online counselling service for young people aged 5 to 25.
Call: 1800 55 1800 (24x7 Support)
Visit: https://kidshelpline.com.au/
Lifeline
Lifeline is a national charity providing all access to crisis support and suicide prevention services.
Call: 13 11 14 (24x7 Crisis Support)
Visit: https://www.lifeline.org.au/
- Free call from payphone, and Optus mobile services. Local call charges apply for calls made on Optus landline (check your rate plan inclusions).
- Lifeline also offer SMS and Chat options, visit the Lifeline website for more details.
Drug Help
The Australian Government's National Drugs Campaign aims to help young people and parents understand the harmful effects and consequences of drug use.
Visit: https://www.drugs.health.gov.au/our-work-drup-help
Gambling Help
Support for anyone affected by gambling.
Visit: https://www.gamblinghelponline.org.au/
WIRE
WIRE stands for Women's Information and Referral Exchange Inc. and is a Victorian (only) organisation offering free information, support and referrals for women, by women.
Call: 1300 134 130
Visit: https://www.wire.org.au/
- Local call charges may apply (check your rate plan inclusions).
- WIRE also offer chat, visit the WIRE website for more details.
MoneySmart
MoneySmart offer free, independent guidance so you can make most of your money.
Visit: https://moneysmart.gov.au/
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