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Thursday - last edited yesterday by Alistar
From the 22nd of July, Optus will be removing the option of Leasing Handset plans.
I’m currently on a Leasing plan how will I be impacted?
First Year of Lease
If you want to upgrade to a new phone before 12 months has passed you must recontract to a new (non-leasing) plan by paying a cancellation fee for the current leasing contract and all remaining monthly devices charges (increased by any device credits). You would then own the phone.
12-24 Months of lease
You can use our trade up option for $99 to a new phone by returning the current phone in good working order and by signing up to any new 24 month (non-leasing) plan.
*If the phone isn’t in good working order you’ll pay a damage fee up to $499 and can then upgrade.
End of lease
You can return the phone in good working order to Optus. If the phone isn’t in good working order, you’ll pay a damage fee up to $499.
You can continue the lease for up to 6 months by paying the monthly device charge and plan fee. This additional lease period will depend on when you signed up to your lease plan: if you leased a mobile device between 5 May 2017 and 3 December 2017 it is an additional 6 months, or for an additional two months if you leased a mobile device from 4 December 2017.
There’s also the option to make an offer to buy the phone at fair market value (which Optus will advise at the time).
If the phone is not returned after the contract has finished and any permitted additional available months have lapsed, a non-return fee will be charged. The non-return fee will be the fair market value of the device at the time. Once the non-return fee is paid, you will own the phone.
Can customers cancel their contract and keep the phone?
This is dependent on what month the customer terminates their contract.
Customers will have to keep the phone. They will pay a plan cancellation fee plus all monthly device charges (which will be increased by any device credits lost as a result of early cancellation) for the remainder of the contract term.
Last 12 months (12 – 24 months)
Customers will pay a plan cancellation fee and have the option to either return the phone to us or make an offer to purchase it at fair market value (which we’ll advise at the time). If they choose to return the device, they pay an early device return fee of $99 (if it’s in good working order) or a damage fee of up to $499 instead depending on the nature of the damage.
When would customers be charged a damage fee and how much is it?
Customers will be charged a damage fee if they return the device to us and it’s not in good working order. Customers can return the device to us at either the end of their contract, if they choose to upgrade early (after 12 months), or if they cancel after month 12. If it’s an easy fix like a cracked screen, they’ll pay up to $229. Or if the phone can’t be repaired, they’ll pay up to $499. If a damage fee is charged when a customer is upgrading early, they will not be charged the $99 Flex Upgrade fee as well.
What are a customer’s options if they damage the leased phone?
If the phone is damaged customers can:
- Early upgrade after 12 months – by paying a damage fee, returning the current phone and signing up to a new 24 month (non leasing) contract.
- At the end of the contract term (and any available additional months have lapsed):
- Return the phone and pay the applicable damage fee of up to $499
- Make an offer to purchase the phone at fair market value (which we’ll advise at the time)
- Customers can choose to pay to have the phone fixed. They would need to have it repaired by Optus or the phone manufacturer and fees will vary depending on how damaged the phone is. A damage fee of up to $499 would not be charged if the repair is covered by a manufacturer’s warranty or the Australian Consumer Law. If they do get the phone fixed by a repairer other than Optus or the manufacturer they may be charged a damage fee when they return it to us.
- If a customer has purchased Device Protect, they can make a claim and pay an excess if the claim is accepted
Can existing Leasing customers rate plan change from My Plan Flex to the new Postpaid plans as of 22nd July?
No. As the new Postpaid plans as of 22nd of July are new plan families that are distinct from My Plan Flex, customers cannot rate plan change to these plans.
The only instance in which Leasing customers can rate plan change from their existing leasing plan to a higher value leasing plan is if they are still within their minimum lease term and choose to rate plan to a higher value leasing plan within the same plan family via customer care.
Once a customer’s leasing term has ended, the customer is not able to rate plan change and must sign up to a new (non leasing) plan.
How is fair market value calculated?
The fair market value of the device is calculated based on the age of the device model from its initial launch date and the amount Optus can sell it for to a third party. Optus will advise fair market value of a device at the time a customer makes an offer to purchase the device or if a customer doesn’t return the device.
Can a customer lease the same device after 24 months on a leasing plan after the contract is over?
Customers can continue paying the lease device charges and the plan fee for up to a specified number of additional months outlined in the Critical Information Summaryfor their plan (if you leased a mobile device between 5 May 2017 and 3 December 2017 it is an additional 6 months, or for an additional two months if you leased a mobile device from 4 December 2017). At the end of this extra lease period, if they don’t return the device we’ll charge them the fair market value of the device (which we’ll advise at the time) and they will own the device.
What do customers need to do before they return the phone?
Make sure that the phone is in return condition. Advise customers to back-up the data on the phone and ensure all personal/confidential information has been deleted before they return the phone to Optus. They’ll also need to perform a factory reset and remove the SIM and any memory cards. Security lock settings like Find My iPhone also need to be disabled. If the phone is not in return condition when the customer returns the phone then a damage fee will apply.
Will customers get notifications about when their lease will end?
Customers will be notified prior to the end of their 24 month lease to explain their options. If a customer chooses to continue leasing for any permitted additional months outlined in the Critical Information Summaryfor their plan (if you leased a mobile device between 5 May 2017 and 3 December 2017 it is an additional 6 months, or for an additional two months if you leased a mobile device from 4 December 2017)they will also be notified prior to the end of that additional period to inform them that they will be charged the fair market value of the device and own it if it is not returned.