Cancellation service #1 in New Zealand
Dear Sir or Madam,
I hereby notify you of my decision to terminate the contract relating to the Optus service.
This notification constitutes a firm, clear and unequivocal intention to cancel the contract, effective at the earliest possible date or in accordance with the applicable contractual period.
Please take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper processing of this request;
– and, if applicable, send me the final statement or balance confirmation.
This cancellation is addressed to you by certified e-mail. The sending, timestamping and content integrity are established, making it a probative document meeting electronic proof requirements. You therefore have all the necessary elements to proceed with regular processing of this cancellation, in accordance with applicable principles regarding written notification and contractual freedom.
In accordance with personal data protection rules, I also request:
– deletion of all my data not necessary for your legal or accounting obligations;
– closure of any associated personal account;
– and confirmation of actual data deletion according to applicable privacy rights.
I retain a complete copy of this notification as well as proof of sending.
Cancel Optus: Easy Method
What is Optus
Overview
Optus is a major telecommunications provider operating in Australia with services that include mobile, broadband and subscription content such as Optus Sport.
Although Optus serves customers in the region, its primary consumer-facing operations and cancellation processes are generally managed from Australia.
Services relevant to New Zealand users
Some Optus services (notably Optus Sport) have NZ-dollar pricing listed; mobile and roaming plan pricing is typically published in AUD.
This guide focuses on cancelling Optus services while outlining what NZ consumers should expect and their local rights.
How to cancel Optus
General cancellation options
- Contact Optus customer support by phone or live chat to request cancellation.
- Schedule cancellation for immediate effect or at the end of your billing cycle; ask the agent to confirm your choice.
- Porting your phone number to another provider: the act of porting automatically cancels your Optus mobile service.
Plan-specific cancellation steps
- Postpaid mobile and broadband: request cancellation and confirm device payment balance and equipment return requirements.
- Device payment plans: you must pay the remaining device balance before full closure or as instructed by Optus.
- Subscriptions (Optus Sport and SubHub): cancel via the subscription settings in the app or website; access continues until the end of the billing period.
What happens when you cancel
Service access and timing
Cancellation can be immediate or take effect at the end of your billing cycle depending on your request and plan terms.
If you port your number away, that porting action will automatically cancel the Optus service for that number.
Equipment and device obligations
If you have loaned equipment (for example a modem), you must return it within 30 days to avoid non-return fees, which can be around NZ$200 or more.
If you are on a device payment plan, outstanding device charges will need to be paid to finalize cancellation.
Will I get a refund?
Refund policy and timing
Refunds are processed within 5 - 10 business days after approval by Optus for qualifying amounts or credit balances.
Typical refund timing: credit/debit card 2 - 7 days, EFT 2 - 5 days, cheque 1 - 2 weeks depending on banking processes.
When refunds apply and exceptions
- If your account has a credit after cancellation, you must request a refund; refunds are usually issued to the original payment method unless otherwise arranged.
- There is no automatic statutory 14-day “cooling-off” refund for change of mind in NZ unless Optus explicitly offers it; unsolicited door-to-door or telemarketing contracts may have a five-working-day cooling-off right under NZ law.
- If you cancelled mid-cycle, you may receive a prorated refund or no refund depending on the plan terms; final bill adjustments and refunds can take several business days to appear.
Optus plans and pricing
Available Optus Sport pricing (NZD)
| Plan | Price (NZ$) | Period | Features |
|---|---|---|---|
| Optus Sport (Optus customers) | 8.21 | Monthly | Access full Optus Sport content via SubHub |
| Optus Sport (Non-Optus customers) | 29.36 | Monthly | Access full Optus Sport content |
| Optus Sport Annual Subscription | 233.83 | Annual | Full Optus Sport access for a year |
Notes on other pricing
NZD pricing for mobile and roaming plans was not located; Optus typically lists those prices in AUD.
Always confirm current prices directly with Optus or on the subscription checkout page before purchasing.
Your consumer rights in New Zealand
Change of mind and cooling-off rules
New Zealand consumer law generally does not require businesses to give refunds for a simple change of mind unless the seller’s policy says otherwise.
Unsolicited sales (door-to-door or telemarketing) may carry a five-working-day cooling-off right under NZ law.
Dispute and escalation options
- If you cannot resolve a cancellation or refund with Optus, consider lodging a dispute via Telecommunications Dispute Resolution or seeking help from Citizens Advice Bureau.
- Keep records of all communications and evidence of returns and payments to support any escalation.
Customer experiences
Common negative themes
Public reviews for Optus (NZ-facing) show frequent complaints about long wait times and poor customer service, often including offshore support frustration.
Billing issues are commonly reported: unexpected charges, difficulty obtaining refunds, and alleged continued billing after cancellation.
Positive feedback and balance
Positive reviews are scarce in the available summary data; some customers report satisfactory service depending on location and specific plan.
Service reliability varies by area; coverage and internet performance can be acceptable for many users but problematic for others.
Documentation checklist
Essential items to have before cancelling
- Account name and number or mobile number associated with the account
- Proof of identity (as required by Optus) and any account PIN/password
- Details of any device payment plan and outstanding balance
Evidence to retain and request
- Written confirmation of cancellation (email, reference number or screenshot)
- Receipts or tracking numbers for returned equipment
- Bank details for refunds if the original payment method is unavailable
Common mistakes
Failing to return equipment on time
Not returning loaned equipment (for example a modem) within the required 30 days can trigger large non-return fees.
Always get and keep proof of postage or courier tracking to avoid disputes.
Not checking device payment obligations
Customers sometimes cancel without settling remaining device payments; this can leave outstanding balances or affect final bills.
If you plan to port your number, confirm how outstanding device or plan charges are handled to avoid surprises.
Comparative recap
Quick comparison table
| Feature | Optus (NZ-facing) | Notes |
|---|---|---|
| Cancellation timing | Immediate or end of billing cycle | Confirm with Optus agent which option applies |
| Device payment obligations | Outstanding balance required | Must pay remaining device cost to fully close account |
| Equipment return fee | Possible (≈NZ$200+) | Return within 30 days to avoid fees |
| Refund timing | 5 - 10 business days after approval | Card/EFT/cheque timing varies by method |
| Customer satisfaction | Low (many complaints) | Common issues: support, billing, coverage |
| Porting effect | Port cancels Optus number automatically | Ensure final statements and refunds are handled |
| Optus Sport pricing | NZ$8.21 - NZ$233.83 (examples) | See pricing table above for plan breakdown |
After cancelling
What to monitor
Check your final bill for outstanding charges and verify any refund or credit appears within the stated processing times.
Keep confirmation emails and return proof until you confirm the account is closed and any refunds have been received.
Useful links and escalation
- Ajust - Optus cancellation guidance
- Ajust - Optus refund guidance
- Tom's Guide - Optus NBN review (refund/cycle notes)
- Consumer Protection NZ - Change of mind and cooling-off rules
- Trustpilot - Customer reviews summary
Address
Optus (NZ registered office)
Level 9, 55 Shortland Street, Auckland 1010, New Zealand
Note on official cancellation addresses
Optus does not always maintain a New Zealand-specific postal address for cancellations; primary service cancellation and complaints addresses may be in Australia.
If you need to send physical returns or formal notices, confirm the correct postal address with Optus customer support before posting.
Similar cancellation services
FAQ
Important warning regarding service limitations
In the interest of transparency and prevention, it is essential to recall the inherent limitations of any dematerialized sending service, even when timestamped, tracked and certified. Guarantees relate to sending and technical proof, but never to the recipient's behavior, diligence or decisions.
Please note, Postclic cannot:
- guarantee that the recipient receives, opens or becomes aware of your e-mail.
- guarantee that the recipient processes, accepts or executes your request.
- guarantee the accuracy or completeness of content written by the user.
- guarantee the validity of an incorrect or outdated address.
- prevent the recipient from contesting the legal scope of the mail.