Optus is committed to providing equitable products and services to all its customers.

To learn more about the accessibility features of individual devices for all product types, please refer to the Accessible Telecoms website.

Alternatively, the Global Accessibility Reporting Initiative website provides information about the accessibility features of mobile handsets.

If you have difficulties using a standard telephone handset due to a hearing or speech impairment, the below information may assist.

Free operator-assisted directory services

If you're an Optus customer with a disability who needs assistance accessing directory services, you can ask to apply for our ‘free operator-assisted calls’.

Contact us to request this. Once we've received your application, we'll provide you with a 1800 number that you can use to access these services. You can start using the 1800 number 7 working days after you make the request.

Note. While the Directory Service call won't incur charges, standard Mobile call charges may apply for calls from Mobile phones). This will only apply if your plan doesn't have a call inclusion or the inclusion is exceeded. 

National Relay Service

If you are deaf, or have a hearing or speech impairment:

1. Contact us through the National Relay Service

2. Give the Optus number you want to call

For more information, visit http://www.relayservice.gov.au.

3 Way Call

A 3 Way Call is a home / office phone feature that allows you to include a third person in your conversation. This is sometimes known as a conference call. For more information, click here.

Voice to Text

Optus Voice to Text is a feature that converts spoken voicemails into text messages and sends the texts to your Mobile phone. Your voice messages will be sent directly to your mobile SMS inbox as a text message. This service lets you to access your messages more efficiently and discreetly. There’s no need to dial your voicemail inbox to retrieve your messages. It's also an easier way to manage calls when roaming overseas (as there is no cost to receive SMS when roaming). 

This service is available for Consumer and SMB Mobile Postpaid customers. See more information here.

Teletypewriters

Optus offers its home phone customers the option of TTY (Teletypewriter) handsets. TTYs are specially designed telephone handsets which assist people who are deaf or who have speech / hearing impairments to communicate with others.

There are two TTY handsets on offer – the Uniphone and the Superprint. For information on purchase and availability, contact us. 

TTY users please note that the emergency TTY number is 106.

If you are blind or have vision impairment, one of the following may assist.

Large font billing

Optus is able to offer large font billing to customers upon request.

Once you have applied for large font billing, you will continue to receive your standard paper bill, but your bill payment due date will be extended by about 1 week while we produce and send your large font bill to you.

The standard paper bill and large font bill will be sent to the same address. Different addresses cannot be selected. The address to receive the bill is driven by the billing system for the product. If this needs to be changed, please contact customer service to arrange a change of your billing address.

Need a bill reprinted?

Reprints of past bills can be re-issued in large font format, provided that;

• Large font billing was active when the original bill was issued
• The bill was issued within the last 7 years

Payment information

• Paying at the Post Office
  • Present your standard paper bill if paying at the Post Office, as the bar code is not active on Braille or large font bills
  • Please note a fee will apply for bill payments made via Australia Post. Please visit optus.com.au/payments for other payment options
• Mailing your payment to Optus
  • If you mail your bill payment to us, be sure to include your standard bill's payment slip, not your large font bill
• Direct debit
  • To apply for direct debit, visit our set up direct debit page 

Free operator-assisted directory services

If you're an Optus customer with a disability who needs assistance accessing directory services, you can ask to apply for our ‘free operator-assisted calls’.

Contact us to request this. Once we've received your application, we'll provide you with a 1800 number that you can use to access these services. You can start using the 1800 number 7 working days after you make the request.

Note. While the Directory Service call won't incur charges, standard Mobile call charges may apply for calls from Mobile phones). This will only apply if your plan doesn't have a call inclusion or the inclusion is exceeded. 

If you have difficulties getting to the phone, holding the handset or dialling a standard telephone keypad, the following option may assist.

Free operator-assisted directory services

If you're an Optus customer with a disability who needs assistance accessing directory services, you can ask to apply for our ‘free operator-assisted calls’.

Contact us to request this. Once we've received your application, we'll provide you with a 1800 number that you can use to access these services. You can start using the 1800 number 7 working days after you make the request.

Note. While the Directory Service call won't incur charges, standard Mobile call charges may apply for calls from Mobile phones). This will only apply if your plan doesn't have a call inclusion or the inclusion is exceeded.