For other queries, please go to the FAQs.

1. For an easy way to manage your service
Register at My Account to check your account balance, recharge online and more.

2. Helpful Numbers

• 9999 - SMS the word 'bal' to 9999, free from your Woolworths Prepaid Mobile to receive an SMS with your mobile balance
• 555 - Check balance and recharge with a voucher or credit card
• 124937 (124YES) Access Directory Assistance to connect you straight through to the number you want or text the number to your mobile. Available for numbers within Australia (charges apply).

3. For information and assistance with your Woolworths Mobile

Call customer service on 1300 136 664 available 24 hours a day, 7 days a week. 27c call charge applies

4. Voicemail

Receive a notification when new messages are deposited into your voicemail inbox. Dial 321 to access messages. Charges may apply.

5. International calling

To a landline: dial ‘+’ then the country code (eg 64), the local area number then the local number.

To a make a call to a mobile: dial ‘+’ the country code the mobile is registered in then the mobile number (drop the first 0). For example, to dial a mobile in New Zealand the number would be +64 xxx xxx xxx.

6. Complaints Handling Policy summary

A full version of our complaint handling policy can be found on our website at www.optus.com.au or you may request a copy by contacting Customer Service. You may nominate a representative to speak to us on your behalf.

Optus will not charge you for handling your complaint. You may contact us via one of the methods provided, or by speaking to the staff at our stores.

The quickest way to resolve your complaint is by speaking with one of our consultants. If they are unable to solve your problem a manager will take responsibility for your issue. A record of your complaint is kept on your file and we can view this when you quote the account or service number on your bill. If you have written to us or emailed, we will respond to your complaint within 2 working days of receipt and provide you with an indication of how long it will take to resolve. We will not implement a resolution unless you have accepted it.

If our consultants or managers are not able to resolve your concerns we will refer your complaint to our Customer Relations Group and you will receive a complaint reference number.

We will give priority to urgent complaints, such as those referred by our financial hardship team and where a customer has lost service, or we become aware that a service may become lost. If you feel your complaint is urgent and requires priority for any other reason, please let us know.

If you are not satisfied with our review of your complaint, or with the way in which we have handled the complaint, you can ask the Telecommunications Industry Ombudsman (TIO) to assist. To lodge a complaint with the TIO you can call 1800 062 058 (1800675692 from a TTY handset) or contact them via their website www.tio.com.au.