Optus Data Breach
Who we are
The Telecommunications Industry Ombudsman is a free and independent dispute resolution service for residential consumers and small businesses who have an unresolved problem with their phone or internet service.
The TIO is recognised by the Office of the Australian Information Commissioner as an external dispute resolution scheme that handles privacy-related complaints under the Privacy Act 1998.
If you have been impacted by the data breach, you should contact Optus first
If a consumer is concerned about the safety of their data with a telco, they should talk to their telco directly.
Consumers who have been affected by the cyber-attack on Optus, and where Optus has confirmed their personal details were disclosed, should be taking extra steps to protect themselves and be on alert for strange activity using their personal information.
If a consumer has a complaint about the Optus data breach, they should try to contact Optus first. Optus can be contacted online, through the My Optus App, or by calling 133 937.
If you can’t contact Optus
If you are having difficulty talking to Optus or are unhappy with its response, you can make a complaint to us.
You can make a complaint by calling us on 1800 062 058 or using our online complaint form. You can use an interpreter, including Auslan or the National Relay Service. If you prefer, you can also make a complaint by email fax or post.
How we handle complaints
In most cases, we will send your unresolved complaint to the Telco to ask it to work with you to find a resolution. We give the provider 10 business days (or two weeks) to get in touch and try to resolve your complaint.
Most complaints resolve through this process, but if it is not resolved, you can get back in touch with us and we may be able to take further action.
If your complaint remains unresolved and you get back in touch with us, we might need more information from you. This may include documents, or a response to a survey. You can find out more information about what to expect when making a complaint to us at What to expect | The Telecommunications Industry Ombudsman.
Where to go for more information
Phone: 133 937
My Optus App
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- New South Wales
- South Australia
- Western Australia
- The Northern Territory
- Australian Capital Territory
- ID Care
- Office of the Australian Information Commissioner
- ACCC Scamwatch
- Other credit and identity monitoring companies: