How does Optus have to handle my complaint?
How Optus must handle your complaint and what to do if it drags. Generate a free ACL-backed letter and escalate to the TIO for free if ignored.
Regulator
Telecommunications Industry Ombudsman (TIO)
Key legislation
Telecommunications Consumer Protections Code and the Australian Consumer Law consumer guarantees
Dispute path
Letter first, deadline tracked. If they go quiet, escalation to Telecommunications Industry Ombudsman (TIO) is prepped and ready.
If you have raised a problem with Optus, whether it is a billing error, a service that keeps dropping out, or a plan that was not delivered the way it was sold, you have a right to a proper process, not a brush-off. Under the Australian Consumer Law consumer guarantees your service must be provided with due care and skill and be fit for the purpose you made known to Optus (Australian Consumer Law s 60, Australian Consumer Law s 61). Optus must also bill you accurately and actually deliver the service you paid for.
Put your complaint in writing so there is a clear record. State what went wrong, when it started, and the outcome you want, such as a corrected bill, a credit for a faulty service, or release from the contract. If you are disputing a fault, ask Optus to properly investigate it rather than simply reissue the same bill. If the service was never delivered as promised, you may be entitled to exit the contract. Keep copies of every message and note the date you lodged the complaint.
A formal complaint should be answered within 30 days. If that deadline passes, or if Optus keeps reissuing the same bill without investigating, you can escalate to the Telecommunications Industry Ombudsman (TIO). The TIO is the free, independent body for telco disputes. It can direct a provider to correct a bill, credit you for a faulty service, or release you from a contract. Escalation is free. You can use our free tool to generate a letter that sets out your rights before you take that step.
Frequently asked questions
How long does Optus have to respond to my complaint?
A formal complaint should be answered within 30 days. If that time passes without a proper response, you do not have to keep waiting. You can escalate the matter to the Telecommunications Industry Ombudsman, which is free and independent. Keep a record of the date you lodged your complaint so you can show the deadline has been missed.
What can I do if Optus just keeps sending the same bill?
A provider must properly investigate a fault rather than reissue the same bill. If Optus keeps sending the disputed amount without investigating, put your dispute in writing and ask for a proper investigation. If the 30 day deadline passes or the issue is not fixed, you can take it to the TIO, which can direct Optus to correct the bill. This is free.
Can I get out of my Optus contract if the service was never right?
Where a service was never delivered as promised, you may be entitled to exit the contract. Your service must be provided with due care and skill and be fit for the purpose you told Optus about. If Optus will not release you, the TIO can direct a provider to release you from a contract. Escalating to the TIO costs you nothing.
Is complaining to the TIO going to cost me money?
No. The TIO is the free, independent body for telco disputes. Escalation is free. It can direct a provider to correct a bill, credit you for a faulty service, or release you from a contract. You would usually raise your complaint directly with Optus first, then escalate to the TIO if it is not resolved.
What legal rights back up my Optus complaint?
Optus must bill you accurately and deliver the service you were actually sold. Under the consumer guarantees, services must be provided with due care and skill and be fit for the purpose made known to the provider (Australian Consumer Law s 60, Australian Consumer Law s 61). The Telecommunications Consumer Protections Code also governs how telcos handle complaints.
What if Optus just ignores my letter?
Silence is not a dead end, it is a deadline breach. Optus is expected to respond to a formal complaint within 14 days. Build your letter with us and we track that deadline for you: a countdown check-in two weeks in, and if they miss the deadline, your escalation to the TIO (Telecommunications Industry Ombudsman) arrives pre-filled and ready to lodge. Escalating is free.
Free tool
Telco Exit Rights Checker →Related fights
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Every weapon that works against Optus
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Optus had 3,208 TIO complaints in Q3 FY2025-26 →screwtheman.com is not a law firm and does not provide legal advice. The content on this page is for general information on consumer rights, legislation, and dispute pathways. For complex legal matters, consult a qualified lawyer or the relevant regulator.