Intro to Optus service
Optus is the second largest telco in Australia, with over 10 million wireless subscribers to date. The telco offers a lot more than mobile postpaid and prepaid plans as well – customers can enjoy everything from home phone plans to 4G and 5G home Internet services, NBN plans, mobile broadband and more.
Optus 3G and 4G networks cover 98.5% of Australia – the second widest coverage behind Telstra. And with their 5G network rolling out at a fast pace, expect 5G coverage to expand as well.
But being the second largest telco doesn’t mean services are provided without any issues all the time. Consumers want the best customer service they can find, but like other service providers, Optus has received their fair share of complaints. Thankfully, they have competent customer support to assist whenever issues come up.
Optus provide several ways to get in touch with their customer support staff. In this post, we’ll focus on how to contact Optus by phone for any issues you may have.
Optus feedback and complaints
If you have some feedback or complaints about Optus services, you can contact Optus via chat 24 hours a day, 7 days a week.
But if you prefer contacting Optus by phone, then office hours apply. They provide different numbers for a range of issues. Most likely, your complaints will either require technical support or customer support.
You can contact Optus technical support by dialing 133 937 on your phone if you need help with username and password issues, or troubleshooting and device help.
You can also contact Optus customer service with the same number if you need help with billing, managing your service, coverage issues, and so on.
But if you’d like to lodge a formal complaint with Optus, then log on to their online support page here fill out a complaint form.
Optus customer service satisfaction
Optus has customer support centres here in a number of locations – Adelaide, Melbourne, Sydney, India and Philippines – all providing support online and over the phone.
The telco’s customer service satisfaction has come a long way from years back. For instance, according to Australia’s Telecommunications Industry Ombudsman (TIO) 2019/2020 annual report, Optus’ volume of customer complaints declined by over 17 percent from 2018 and 2019. That was the second largest drop in complaints recorded by the TIO.
Complaints to the TIO. source
The telco has taken a number of steps over the years to improve their customer service experience. For instance, Optus was the first telco in Australia to use Google Assistant to improve customer service efficiency.
If you think about it, phone companies are typically a lot nicer to you at the start of the relationship than they are in the middle and end. It takes a couple of weeks (sometimes, for some people, it can take up to a month) to figure out the phone and SIM they’re going to buy. While they do that, telcos like Optus will charm and woo them with ease. Once that window has closed and you’ve signed up, however, the kindness and attention you receive can change dramatically. At least, that’s how it was in the old days.
I used to work at Optus, in their Digital Team and they have come a long, long way in the last 10 years, when it comes to the Digital services and support they offer their customers.
The Optus Self Service App is now up there with the best in class, allowing you to interact with them from the comfort of your sofa and conduct almost any task you want on your smartphone with ease. (Compare that with the hassle of waiting on hold to talk to their call center, which was the old way.) Their forums answer any question you might have – and they’re all the more reliable and credible because those answers are given by customers just like you, who have faced the same issue you’re facing, and describe how they fixed it online.
All in all, Optus service now provides a much better experience while you’re with the company. This is no small matter. People have their expectations set online by industry leaders like Google and Amazon. Optus need to be up there with them in providing worthwhile services to their customers, in order to be considered worthy of your money. Thankfully, we can honestly say that Optus do that these days. Kudos.