Notice - 17/10/18
We’re undertaking a comprehensive review of customers affected by this activity and will be providing refunds to those customers affected, taking into consideration the fact that some customers may already have been refunded.
Customers that want to raise a complaint regarding a premium SMS/direct carrier billing service, please use our online complaints form → https://offer.optus.com.au/for-you/support/complaints1.
- Enter your name and preferred contact method
- Tell us when you’d like to be contacted
- Please make sure you answer, “direct carrier billing,” under the question “which account are you experiencing issues with.”
- Leave us with a description of your issue
- Submit your complaint
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From 24th August 2018, you will no longer be able to purchase content from some Third Party Content Providers via your mobile bill or using your prepaid credit.
You will still be able to purchase one-off payments such as TV voting (e.g. X Factor) and TV competitions (e.g. Eurovision and Channel 7 Sunrise Cash Cow).
You will also continue to be able to pay for subscriptions and one-off purchases via certain approved Third Party Content Providers, such as Google Play, Microsoft, Netflix and Spotify.
If you want to purchase content through a Third Party Content Provider that is not approved by Optus after 24th August 2018 you can still do so using alternative payment methods, such as PayPal or credit card payment.
If you are an Optus Mobile Broadband customer or Home Wireless Broadband customer you are not able to purchase content from any Third Party Content Provider via your mobile bill or using your prepaid credit, so you aren't impacted by this change and will need to continue to purchase content using alternative payment methods such as PayPal or credit card.
FAQ's
What are Third Party Content charges?
Third Party Content charges appear on your Optus bill or come out of your Prepaid credit when you subscribe to online content such as mobile games and quizzes provided by Third Party Content Providers. We’ve listened to feedback about how frustrating it can be when an unexpected Third Party Content charge appears on your Optus bill or is deducted out of your Prepaid credit and this is why we are making the changes outlined above.
Will these changes impact how I subscribe to my video or music streaming services like Netflix, Spotify and Google Play?
If you’re an Optus Postpaid or Prepaid mobile customer, you can still subscribe to and pay for content via your Optus mobile bill or get payment deducted out of your Prepaid credit, provided the Third Party Content provider is on the list of approved providers set out below.
• Netflix
• Spotify
• Microsoft and Xbox store
• Google Play (Post-paid customers only)
• Fetch
• Optus Sports
• One-time third party purchases (e.g. TV voting and competitions)
• Other Optus content
If you’re an Optus Postpaid or Prepaid mobile customer but the Third Party content provider is not on the above list of approved providers, then you are not able to charge one-off or subscription purchases to your Optus bill or have them come out of your Prepaid credit. You will need to purchase such content using other payment methods provided by the Third Party Content provider, such as PayPal or credit card payment.
If you’re an Optus Mobile Broadband or Home Wireless Broadband customer, then you are not currently able to charge any one-off and subscription purchases from any Third Party Content Providers to your Optus bill or have them come out of your Prepaid credit, (including Netflix, Spotify and Google Play and other one-off third party purchases). They can be purchased using other payment methods provided by the Third Party Content Providers, such as PayPal or credit card payment.
Since some of my content can no longer be charged to my Optus bill or deducted out of my Prepaid credit, can I pay for it in other ways?
Yes, each Third Party Content Provider provides a range of payment options for you to utilise, such as PayPal and credit card payment. You should contact the relevant Third Party Content Provider to understand alternative payment options if you wish to continue receiving the relevant content after 23rd August 2018.
Will I still be able to enter competitions and have those charged to my Optus bill or deducted out of my Prepaid credit?
Yes. If you’re an Optus Postpaid or Prepaid mobile customer, you can still have one-off third party purchases to some Third Party Content Providers, TV voting and competitions. charged to your Optus bill or deduced out of your Prepaid credit.
If you’re an Optus Mobile Broadband or Home Wireless Broadband customer, then you are not currently able to have these kind of one-off third party purchases charged to your Optus bill or have them come out of your Prepaid credit, so you will need to use other payment methods provided by the Third Party Content Providers, such as PayPal or credit card payment.
If you have any questions, please comment below 🙂
