Cancelling services and returning equipment

If you’re thinking about cancelling your service or switching to another provider, contact us on the details set out below. We’ll attempt to address any concerns or service issue you may have and ask if we can check to see if you have the best Optus service for your needs. If you still want to disconnect, we’ll walk you through what happens next.

If your request is due to a deceased estate, see Bereavement care.

How to contact us

What happens next?

When you contact us to cancel and we proceed to cancellation, we will advise you:

When the service will be disconnected
If there will be any cancellation fees or final device, handset or accessory pay out charges and when to expect these will be charged
Any impacts, such as losing access to your phone number or any changes to other services you may still have
Whether you need to return any equipment to Optus

Equipment returns

If we require any equipment to be returned, we'll provide you with an eParcel return code and instructions on how to return the equipment via Australia Post.

Get in touch with us if you have any questions about the returns process.

More information on specific device returns is available here:

Important: Do not return equipment to Optus stores.