Optus Special Assistance Service: How to Apply

The Optus Special Assistance Service (OSAS) is provided by Optus to rectify faults as a priority for residential customers, or other people living within their home, who have a medically certified life-threatening condition.

OSAS will apply when there's a fault on the nominated telephone service of an eligible customer and their home doesn't have any other working telephone service.

How do I apply?

First, determine if you or someone living at your home has a medically certified life-threatening condition. Use the indicative list of eligible medical conditions as a guide or if you are unsure consult your doctor.

  • Call us on 133 937 to register for the service and request an application form.
  • The form will need to be completed and certified by your medical practitioner.
  • Return the completed form to us in the Reply Paid envelope or by fax to 1300 300 549.

Who is eligible?

To determine your eligibility for the Optus Special Assistance Service (OSAS) please read all of the information below including the indicative list of eligible medical conditions.

The indicative list was created by the Department of Health and Ageing in consultation with relevant non-government medical experts (including GPs and other medical specialists), and endorsed by the Chief Medical Officer of Australia. It is provided as guidance only.


Your medical practitioner will need to certify and endorse in writing on your application form, that you have been diagnosed with a medical condition, in accordance with the eligibility criteria above.

Medical conditions not listed below may also be certified and endorsed provided that, in the judgement of the medical practitioner they meet the eligibility criteria to the same extent as the conditions listed.

Indicative List

Patients at high risk of respiratory emergencies:

  • Anaphylaxis or angioedema
  • Severe asthma (as specified in National Asthma Council Guidelines)

Patients at high risk of cardiovascular emergencies:

  • Ventricular arrhythmias
  • Unstable angina
  • Acute myocardial infarction within the last six months
  • On a waiting list for aortic aneurysm, coronary or carotid artery surgery

Patients at risk of life-threatening hypoglycaemia or epilepsy:

  • Unstable insulin-dependent diabetes
  • Poorly controlled grand-mal seizures

Patients at high risk of obstetric and neonatal emergencies:

  • High-risk pregnancy (eg. placenta praevia)
  • Infants at risk (eg. because of prematurity) with history of apnoea

Patients with high-risk mental health disorders:

  • Severe mental health disorder with significant risk of self-harm or harm to others

Technology dependent patients who are at high risk:

  • Haemodialysis in the home
  • Patients on home respirators or with tracheostomies
  • Oxygen-dependent patients (eg.with severe obstructive pulmonary disease)

Patients with other dependent medical conditions would qualify for OSAS only if they live alone, without social support or in a remote location:

  • Dialysis patients
  • Oncology patients
  • HIV or AIDS patients
  • Haemophilia patients and others with bleeding disorders
  • Severely disabled persons