Services For Customers With Special Needs

Optus takes a proactive approach to comply with the Disability Discrimination Act 1992 through its Disability Action Plan.  Under this plan, we aim to remove barriers to access by customers and staff.

To help find a solution for your telecommunications needs, we’ve organised information about our products and services into the following categories, just select an option below that suits you.

To view Optus' Disability Action Plan, click here.

Hearing 

If you have difficulties using a standard telephone handset due to a hearing impairment, the below handset may assist:

Cordless Telephone Handset

If you are one of our local telephony customers who directly access the Optus telephone network* Optus can offer a cordless handset with volume control features. This handset is ideal if you require an easy to read and easy to use phone, that has been specifically designed for the visually and hearing impaired. It includes a large display screen, large easy to read buttons, a base visual ringer, and is hearing aid compatible (T-coil).

Click here to check out what’s available.

* Available to serviceable customers in Optus cabled areas in Sydney, Brisbane and Melbourne. For technical and commercial reasons, not all homes can be connected.

Free Operator Assisted Directory Services

If you are an Optus customer with a disability who needs assistance accessing Directory Services, you can ask to apply for our ‘free operator assisted calls for disability customers’. You can contact us to request this, and our representative will ask you some questions to confirm that you are eligible. Once we've assessed your application, we'll then be in contact and if you're eligible we'll provide you with 1800 numbers that you can use to access these services.

Call us on .

We'll provide you with one number for local/national directory services and one for international directory information and connect-through calls. (Standard mobile call charges may apply for calls from mobile phones).

National Relay Services

If you are deaf, or have a hearing or speech impairment:

  1. Contact us through the National Relay Service

  2. Give the Optus number you want to call

For more information, visit http://www.relayservice.gov.au.

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Speech

3 Way Call

A 3 Way Call is a Home / Office Phone feature that allows you to include a third person in your conversation. This is sometimes known as a conference call. For more information, click here

Free Operator Assisted Directory Services

If you are an Optus customer with a disability who needs assistance accessing Directory Services, you can ask to apply for our ‘free operator assisted calls for disability customers’. You can contact us to request this, and our representative will ask you some questions to confirm that you are eligible. Once we've assessed your application, we'll then be in contact and if you're eligible we'll provide you with 1800 numbers that you can use to access these services.

Call us on .

We'll provide you with one number for local/national directory services and one for international directory information and connect-through calls. (Standard mobile call charges may apply for calls from mobile phones).

National Relay Services

If you are deaf, or have a hearing or speech impairment:

  1. Contact us through the National Relay Service

  2. Give the Optus number you want to call

For more information, visit http://www.relayservice.gov.au.

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Vision

If you are blind or have vision impairment, one of the following may assist: 

Braille billing or large font billing

To make life easier, Optus offers special billing formats such as Braille billing or large font billing to our visually impaired customers.

Once you have applied for braille or large font billing, you will continue to receive your standard paper bill, but your bill payment due date will be extended by about 1 week while we produce and send your Braille or large font bill.

The standard paper bill and braille bill will be sent to the same address. Different addresses cannot be selected. The address to receive the bill is driven by the billing system for the product. If this needs to be changed, please contact customer service to arrange a change of your billing address.

Braille & large font bill reprints

Reprints of past bills can be re-issued in large font / braille format, provided that;

  • Large font or braille billing was active when the original bill was issued
  • The bill was issued within the last 7 years
Payment Information
  • Paying at the Post Office
    • Present your standard paper bill if paying at the Post Office, as the bar code is not active on Braille or large font bills
    • Please note a fee of $1.75 will apply for bill payments made via Australia Post. To avoid this fee, use an electronic payment option, such as Direct Debit or BPAY to pay from cheque or savings account. Please visit optus.com.au/payments for other payment options
  • Mailing your payment to Optus
    • If you mail your bill payment to us, make sure to include your standard bill's payment slip, not your Braille or large font bill
  • Direct Debit

Cordless Telephone Handset

If you are one of our local telephony customers who directly access the Optus telephone network* Optus can offer a cordless handset with volume control features. This handset is ideal if you require an easy to read and easy to use phone, that has been specifically designed for the visually and hearing impaired. It includes a large display screen, large easy to read buttons, a base visual ringer, and is hearing aid compatible (T-coil).

Click here to check out what’s available.

* Available to serviceable customers in Optus cabled areas in Sydney, Brisbane and Melbourne. For technical and commercial reasons, not all homes can be connected.

Free Operator Assisted Directory Services 

If you are an Optus customer with a disability who needs assistance accessing Directory Services, you can ask to apply for our ‘free operator assisted calls for disability customers’. You can contact us to request this, and our representative will ask you some questions to confirm that you are eligible. Once we've assessed your application, we'll then be in contact and if you're eligible we'll provide you with 1800 numbers that you can use to access these services.

Call us on .

We'll provide you with one number for local/national directory services and one for international directory information and connect-through calls. (Standard mobile call charges may apply for calls from mobile phones).

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Mobility & Dexterity

If you have difficulties getting to the phone, holding the handset or dialling a standard telephone keypad, the following option may assist:

Cordless Telephone Handset

If you are one of our local telephony customers who directly access the Optus telephone network* Optus can offer a cordless handset with volume control features. This handset is ideal if you require an easy to read and easy to use phone, that has been specifically designed for the visually and hearing impaired. It includes a large display screen, large easy to read buttons, a base visual ringer, and is hearing aid compatible (T-coil).

Click here to check out what’s available.

* Available to serviceable customers in Optus cabled areas in Sydney, Brisbane and Melbourne. For technical and commercial reasons, not all homes can be connected.

Free Operator Assisted Directory Services

If you are an Optus customer with a disability who needs assistance accessing Directory Services, you can ask to apply for our ‘free operator assisted calls for disability customers’. You can contact us to request this, and our representative will ask you some questions to confirm that you are eligible. Once we've assessed your application, we'll then be in contact and if you're eligible we'll provide you with 1800 numbers that you can use to access these services.

Call us on .

We'll provide you with one number for local/national directory services and one for international directory information and connect-through calls. (Standard mobile call charges may apply for calls from mobile phones).

Back to Top

Priority Assistance

Optus does not offer Priority Assistance. Telstra is a provider who can offer Priority Assistance.