Optus customer service contact — practical guide for fast resolution

Primary contact channels and how they differ

Optus offers multiple support channels: phone, web chat, the My Optus app, retail stores and social messaging. For customers inside Australia the standard customer service number is 133 937; short numbers like this are typically only reachable from Australian mobiles or landlines. Online support at optus.com.au includes 24/7 account self‑service (view bills, pay, change plans) and a network status page for outages at optus.com.au/support/network-status.

Phone is best for billing and account verification; expect authentication (see below) and a reference number for each call. Live chat via the website or My Optus app is generally faster for straightforward account changes and is preferred if you need transcripts. Optus retail stores (find at optus.com.au/stores) can assist with hands‑on device repairs, SIM swaps and plan demonstrations — hours vary by location, commonly 9:00–17:00 Mon–Fri and limited hours Sat.

What to prepare before you contact Optus

Having the right documents and data before you call or chat significantly reduces time to resolution. Agents will routinely ask for account verification and technical identifiers so prepare these items ahead of time. If you are calling about a device or network fault, capture fault timings and any error messages — precise times and screenshots accelerate diagnostics.

• Account number or Optus ID (found on your bill or My Optus), plus the account holder’s full name and date of birth for verification.
• Exact “last bill” amount and bill date (agents often ask for the last invoice value down to cents to confirm identity); if disputing a charge have the invoice number and relevant line items ready.
• Device IMEI (15 digits), SIM ICCID, modem serial/MAC address for NBN problems, service address/postcode, and any error screenshots or outage timestamps.
• If authorised on someone else’s account bring written authorisation or be set up as an authorised contact; for business accounts have the company ABN and account code available.

Also note the best times to call: avoid peak hours (weekday lunch 12:00–14:00 and early evenings 17:00–19:00) to minimize queue times. If you require assisted support (e.g., disability access), request that as part of the call so agents allocate appropriate time and tools such as TTY or relay services.

Escalating complaints and typical timelines

Start with frontline support, but always request a complaint reference number when lodging a formal complaint. Optus internally escalates through three common tiers: frontline agent, supervisor/specialist team, and a dedicated complaints or advocacy team. Most straightforward billing and provisioning issues are resolved within 5–10 business days; complex technical investigations (e.g., intermittent NBN faults, device warranties) can take longer and should produce a written action plan from Optus.

If you do not receive a satisfactory response, Optus’ procedure (and Australian telecom practice) requires you to give the provider the opportunity to resolve the complaint; if unresolved you can escalate to the Telecommunications Industry Ombudsman (TIO). The TIO provides a free independent dispute resolution service — contact them on 1800 062 058 or visit tio.com.au. Generally the TIO will accept complaints after you’ve given the provider 20 business days to respond or sooner if Optus issues a final decision letter advising you to contact them.

Retail, repairs and technical on‑site support

For physical device faults, Optus retail stores provide SIM swaps, basic diagnostics and repair referrals. If your device is under warranty (manufacturer warranty typically 12 months, plus consumer guarantees under Australian Consumer Law), bring the original proof of purchase or account details. Optus often assists with warranty claims by facilitating device returns to the manufacturer or through authorised repair partners.

For home broadband/NBN faults, agents will first validate line signals remotely (modem serial, sync rates), then arrange technician appointments if needed. Expect technician windows of 4–6 hours; emergency medical needs (e.g., life‑support equipment needing power) should be flagged immediately so Optus can prioritise. If a technician finds a fault outside your premise (network infrastructure), repairs can take from a few hours to multiple business days depending on the severity and parts required — keep your complaint reference and ask for interim fixes where possible (temporary mobile data, credit adjustments).

Useful direct contacts and quick references

Keep the essential numbers and links in your phone and include your complaint reference in every follow‑up. Below are concise, high‑value contacts and resources most customers need when dealing with Optus issues.

• Optus general customer service (Australia): 133 937 — use for billing, plan changes, account help (short number; available from within Australia).
• Optus website & account management: https://www.optus.com.au — includes My Optus app links, store locator (optus.com.au/stores) and outage maps (optus.com.au/support/network-status).
• National Relay Service (for customers who are deaf or have hearing loss): 133 677 then ask to be connected to 133 937.
• Telecommunications Industry Ombudsman (independent dispute resolution): 1800 062 058; https://www.tio.com.au — use if your complaint is unresolved after internal escalation (typically after 20 business days).
• Optus corporate address (for formal correspondence): 1 Lyon Park Road, Macquarie Park NSW 2113 — use certified mail and include account number and contact phone.

Finally, always record the date and time of each contact, the name/ID of the agent, and the reference number for the interaction. That discipline reduces repeated explanations and forms the critical chronology if you need to escalate to higher levels or to the TIO. Following the steps above will typically reduce resolution time and increase the likelihood of a favorable outcome.

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.

How do I call Australia from overseas?

Making a call from abroad
To call an Australian mobile number, dial +61 followed by the mobile number (omitting the first zero in the mobile number). 0011 is the international dial out code unique to Australia. It will not work overseas, so you need to dial + instead.

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.

How do I chat online with Optus?

You can contact Optus using our online messaging. Simply log in with your My Account details in My Optus app or click on the Messaging icon on the bottom right of this page. To help you, our Optus Digital Assistant will respond instantly and connect you to an expert if your question needs to be escalated.

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.