Main content

Alert message

Visit the Optus website hardship informationfinancial hardship contact

Call Optus on 1800 505 201.  Financial counsellors have been provided with the direct number for the Optus Financial Advisory Support Team.

Optus considers you to be experiencing financial hardship if you are unable to pay bills, rather than being unwilling to do so. Financial hardship can arise from a variety of situations. Hardship can be either of limited duration or long term. To illustrate, several of the common causes are listed below. Hardship can result from a number of factors including:

  • Loss of employment by the consumer or family member.

  • Family breakdown.

  • Illness including physical incapacity, hospitalisation, or mental illness of the consumer or family member.

  • A death in the family.

  • Abuse of the service by customer (e.g. from use of 190X numbers, data).

  • Abuse of the service by a third party leaving the customer unable to pay the account.

  • Natural Disaster.

Optus will consider your situation on a case by case basis and work with you to tailor a solution to suit your needs. We will regularly review how arrangements are working and stay in contact with you while we are managing your account.