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How to Cancel Optus AU

Optus requires phone cancellation via 133 937; there is no online option. Access ends at your next billing date, but early termination fees apply if you cancel mid-contract.

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Quick Facts

Cancel online?
No — phone/letter required
Pause option?
No
Refund policy
Pro-rata refund for unused service minus early termination fees (typically $100-$500+) and device payments. No fees apply after contract end.
After cancellation
Account records and billing history are retained for 7 years for tax compliance. Personal data is archived but not actively used after cancellation.

Cancellation Steps

Go directly to Optus AU cancellation page

  1. Check your contract end date

    Log into My Optus or review your bill to find your account number and contract expiry date. Note any early termination fees.

  2. Call Optus on 133 937

    Have your account number ready. Call early morning or mid-week to avoid 45+ minute waits. Standard hours: Monday-Friday 8am-8pm AEST, Saturday 9am-6pm AEST.

  3. Request cancellation and get a cost breakdown

    Ask for written confirmation of all exit fees, pro-rata charges, and device payments before agreeing to cancel.

  4. Get your Porting Authorisation Code (PAC)

    Request your PAC to keep your phone number. Provide it to your new provider within 30 days or lose the number permanently.

Tips & Things to Know

  • Port your number within 30 days of receiving your PAC, as Optus recycles numbers after this deadline.
  • Call early morning or mid-week to avoid 45+ minute hold times during peak business hours.
  • Keep Australia Post receipts for returned equipment to dispute any unreturned modem charges.

Your Consumer Rights

  • Australian Consumer Law protects against misleading conduct and guarantees services meet standards of quality and fitness for purpose.
  • The Telecommunications Industry Ombudsman provides free dispute resolution for unresolved complaints within 30 days.

Frequently Asked Questions

Can I cancel Optus mid-contract without early termination fees?
No. Early termination fees ($100-$500+) apply if you cancel before your contract end date. Cancelling after that date incurs no fees. Ask the representative for a specific fee quote.
Will I lose my phone number when I cancel?
Yes, if you don't port it within 30 days. Request your PAC during cancellation and provide it to your new provider immediately, or your number will be permanently recycled.
What refund will I receive after cancelling Optus?
You'll get a pro-rata refund for unused service, minus early termination fees and device payments. Early cancellation often results in charges rather than refunds.
Do I pay for unreturned modems or routers?
Yes. Optus charges $50-$100+ for unreturned equipment. Return your modem within 14 days using the prepaid Australia Post label and keep your receipt as proof.
Why can't I cancel Optus online?
Optus requires phone cancellation to enable representatives to offer retention discounts during the call, by design increasing hold times and reducing cancellations.

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