Optus (Australia) cancellation letter and email template

How to send your Optus (Australia) letter

1. Copy the template below and replace every [bracketed] variable. Delete lines that do not apply.
2. Find the official support address or complaints channel on the company's own website or bill.
3. Send it from the email or account registered with the company, and attach proof.
4. Save a copy with the date and any tracking number or reference.
5. Diarise a follow-up in 7 to 14 days and check your statement for the next two billing cycles.

These steps are generic guidance and are marked verify: Optus (Australia)'s screens and policies can change.

Tips and common pitfalls

Ready-to-copy letter

Subject: Cancellation and early termination fee dispute: account [Account number]

[Date]

To: Optus (Australia) Customer Relations, [Address or official complaints email]

Subject: Cancellation of service and dispute of early termination / final bill charges, account [Account number]

Dear Optus (Australia),

I am writing to cancel the service on the account below and to dispute certain charges.

Account holder: [Your full name]
Account number: [Account number]
Service / number: [phone number or service address]
Contract or plan start date: [Start date]
Contract end date (as I understand it): [End date]
Charge I am disputing: [Fee name and amount, e.g. early termination fee, device balance, equipment fee]
Reason: [e.g. repeated service outages on [dates]; price increase on [date]; I moved to an area without service; the fee was not explained when I signed up]

I request that you:
1. Cancel the service effective [Date], and confirm this in writing.
2. Provide an itemised final bill, including how each fee and any device balance was calculated.
3. Waive or reduce the disputed charge of [amount], or explain in writing the contract term you rely on.
4. Confirm how and when to return any equipment, and that no equipment fee applies if I return it by [Date].
5. [If you want to keep your number: confirm the process to transfer my number to another provider before the account closes.]

I have the following evidence: [bills, contract pages, outage reports, chat or call reference numbers].

If I do not receive a written reply within [14] days, I may take the matter further, including to Telecommunications Industry Ombudsman (TIO) and my card issuer or bank. I would prefer to settle this directly with you.

Sincerely,
[Your full name]
[Your address / email / phone]

Ready-to-copy email

Subject: Request to cancel service: account [Account number]

Hello Optus (Australia) team,

Please cancel my service effective [Date / "the earliest date allowed"].

Name: [Your full name]
Account / member ID: [Account email or member ID]
Service or number: [phone number or service address]

Please confirm in writing that it is cancelled, the date it ends, the final bill amount and how to return any equipment.

Thank you,
[Your full name]
[Phone / email]

Variables to fill in

Deadlines to keep

Evidence checklist

Commonly known about Optus (Australia)

• Australian telecommunications complaints that are not resolved by the provider can go to the Telecommunications Industry Ombudsman (TIO). (verify)
• Minimum-term plans and device payment plans are commonly separate; check your own contract. (verify)

What we have checked about Optus (Australia)

• Refund policy: Credits, refunds and early termination charges depend on your contract, device payment agreement and local rules. Check your bill and current terms before you write. (verify)
• Billing methods commonly used: card, bank account (direct debit), bill (verify)
• Common problems people report: Early termination fee dispute; Device balance due on cancellation; Charged after service ended; Equipment return fees; Retention calls instead of cancellation
• Good to know: Plans, device payment agreements and equipment are often separate, so cancelling one part may not end the others. (verify)
• Official contact details: not yet verified here. Use the help page on Optus (Australia)'s own website or your contract.

If it is not fixed: escalation ladder for Australia

1. Company customer support (written). Use the official channel and keep a reference number; for telecom ask for the formal complaints process. (verify)
2. Telecommunications Industry Ombudsman (TIO). Lodge a complaint with the TIO on its official site if the provider has not resolved it [VERIFY eligibility]. (verify)
3. ACCC / Australian Consumer Law. Read the ACCC's consumer-guarantee guidance and cite the relevant right in your letter [VERIFY]. (verify)
4. State or territory fair trading office. Lodge a complaint with your state or territory consumer affairs / fair trading office [VERIFY for your state]. (verify)
5. Card issuer dispute (chargeback). Contact your card issuer with proof of cancellation. Time limits apply. (verify)

Frequently asked questions

More about Optus (Australia)

• How to cancel Optus (Australia) service
• Cancel Optus (Australia) and dispute fees or get a refund
• Hard to cancel Optus (Australia)? Steps and tips
• Optus (Australia) refund complaint letter
• Optus (Australia) charged after cancellation? What to do

Related guides

• All cancel phone, internet and cable services
• All guides for Australia