Cancellation Optus: Simple Process

What is Optus

Optus is a major Australian telecommunications provider offering mobile, home broadband, TV and related services. While primarily operating in Australia, customers outside Australia sometimes hold Optus accounts (for example, when travelling or subscribing to specific services) and may need to cancel or seek refunds from abroad.

How to cancel Optus

• Via My Optus app / website: Log into your My Optus account, go to the ‘Moving / Disconnecting’ section and follow the prompts to request cancellation. Open a live chat or send a support message and request explicit confirmation of the cancellation reference number and final billing date.
• By phone: Call Optus customer service (Optus general number 133 937 when calling from Australia) during business hours to request cancellation. Ask for the cancellation reference and note the agent’s name and time of call. If you are calling from Canada or abroad, use the international contact number shown on the Optus support pages.
• In-store or via chat: If you have access to an Optus store or online chat, request cancellation there. Be prepared for identity verification and for possible transfers between teams; insist on a written confirmation (chat transcript or email) of the cancellation.
• By registered mail (recommended for formal proof): Send a signed, dated cancellation letter to Optus by registered or certified mail (keep receipt and tracking). Include account number, service to be cancelled, desired cancellation date and a request for written confirmation. Use the postal address in the Address section below.

What happens when you cancel

When you cancel, your service access typically continues until the end of the billing period or an agreed termination date; some services may stop immediately if requested. Auto-renewal of subscriptions should stop after cancellation, but customers report occasions where billing continued - so get written confirmation and check subsequent bills. Any stored data tied to the account (voicemail, cloud backups, service settings) may be removed according to Optus retention policies; download or back up important data before the cancellation date.

Will I get a refund?

Optus does not issue automatic refunds after cancellation; customers generally must request refunds for any unused paid period and refunds are credited to the original payment method. There are exceptions: under Optus’s published terms, a 10-day cooling-off period applies for certain contracts over AUD 100 that were not entered into by phone or in-store, during which you can cancel and obtain a refund. In some specific past cases (for example, Optus Sport annual subscribers), refunds for unused portions were granted and sometimes issued by cheque where automatic refunding was not possible.

Optus plans and pricing

Your consumer rights in Canada

If you are in Canada and dealing with an overseas provider, Canadian consumer protection laws and remedies may still be relevant (for example, if a contract was formed while you were resident in Canada or paid with a Canadian credit card). Canadian federal and provincial consumer protection statutes require clear disclosure of contract terms and protect against unfair business practices, but cooling-off periods and specific protections vary by province. For telecom-specific local issues, the CRTC sets regulatory policy but may not have jurisdiction over foreign providers; you can consider filing disputes through your credit card issuer (chargeback) if billing is incorrect, and you can seek guidance from provincial consumer protection offices, the Competition Bureau or Government of Canada consumer pages for next steps. This is general information and not legal advice; contact your provincial consumer affairs office for details that apply to your situation.

Customer experiences

Public reviews and forum reports indicate many customers experience long waits, repeated transfers between teams, and unresolved cancellation or billing problems. Optus has received poor trust ratings and multiple accounts describe cancellations being ignored or lost, and unexpected renewals while overseas. At the same time, there are documented instances where customers successfully received pro-rata refunds after escalation or through formal complaint channels. Because outcomes vary, documented confirmation and persistence are important.

Documentation checklist

• Account number and service identifiers (mobile number, customer ID)
• Photocopy/photo of government ID used for verification
• Billing history and copy of the contract or welcome email
• Clear written cancellation request with desired termination date
• Copies of all correspondence with Optus (chat transcripts, emails) and agent names/dates
• Receipt or tracking number for registered/certified mail (if used)
• Payment evidence (last payment, card used) to support refund requests

Common mistakes

Common mistakes include relying only on verbal confirmation (no written reference), failing to obtain a cancellation reference number, and not following up in writing. Examples: customers who changed address or said they were moving but did not secure written cancellation were later billed; others who used chat without saving transcripts were unable to prove they requested a cancellation. Another frequent error is assuming a refund will be automatic - you must request it and provide payment details. If you do not keep copies of correspondence or fail to send a signed cancellation where required, it becomes much harder to escalate or dispute later.

Comparative recap

After cancelling

After you submit a cancellation, confirm receipt and get a cancellation reference number in writing. Monitor your bank or card statement for further charges and request a pro-rata refund if you paid in advance. If Optus does not respond or you continue to be billed, escalate with written complaints, keep all evidence, and consider disputing charges with your card issuer. For information and support, see Optus account and support pages and Canadian consumer resources below:

My Optus (account login) | Optus Help & Support | Optus complaints page

Government of Canada - Consumer information | CRTC | Competition Bureau

Address

Send formal cancellation letters by registered or certified mail to ensure proof of dispatch and receipt:

Optus, PO Box 306, Salisbury South SA 5106, Australia