Information about your refund offer from Optus for Direct Carrier Billing (DCB) charges

Identify Customers:

Optus' commitment to refund customers requires it to identify, communicate with and offer refunds to customers:

  • Who complained directly to Optus prior to 24 August 2018;
  • Who incurred charges for DCB content between 6 June 2016 and 24 August 2018 in relation to DCB content charges where Optus has identified that the Aggregator or Content Provider did not have a double opt in;
  • That made a complaint to the TIO prior to 17 October 2018 in relation to tier 3 DCB content charges.

Questions About Offer:

  • Optus Business customers are encouraged to contact Optus Service Desks with any queries.
  • Current and former customers that have questions or complain that they are entitled to a refund or a different refund can contact Optus on 13 43 15, option 1 (if you are a fleet customer) or 1300 133 334 (if you are an employee plan customer) and Optus will deal with those customers directly in good faith.

Acceptance of Offer:

  • Fleet customers can only accept the refund offer via the landing page within the email communication
  • Employee Plan customers can only accept the refund offer by contacting the service desk on 1300 133 334

Confirmation of Offer:

  • Will be emailed to any Optus Business customer who accepts the refund offer.

 Frequently Asked Questions

1. What is direct carrier billing?

  • Direct carrier billing (DCB) is a payment method which enables Optus customers to purchase third party content on a one-off or subscription basis from a third party, and have the charges for that content billed directly to their Optus account.
  • Third party  content purchased via the DCB service includes "premium" content services (such as news websites), downloadable applications (such as games or ringtones) and other content (such as "voting" in television programs) not obtained via the Optus Smart Shop or an app store (such as the Apple App store or Google Play store).
  • DCB doesn’t include Premium SMS, Infocall, Optus branded media products, or content supplied through an app store such as Google Play or the Apple app store.
  • DCB is different to Premium SMS services to which the customer subscribes by sending an SMS.
  • From 24 August 2018, Optus ceased offering DCB services (other than a limited number of services for one-off content for TV shows, magazines and mobile gaming, which require express customer agreement to each purchase being charged to the customer's account).
2. How did Optus charge me for services I shouldn't have paid for?
  • The systems and processes that Optus used to bill for third party content via the DCB service were not adequate and Optus has acknowledged this to the Court.  The Court has imposed a $10 million penalty on Optus (which Optus has paid), and Optus has committed to the Court to offer refunds to customers that incurred third party content charges that they shouldn't have paid for.   
3. Does Optus still offer direct carrier billing?
  • From 24 August 2018, Optus ceased offering DCB (other than a limited number of services for one-off content for TV shows, magazines and mobile gaming, which require express customer agreement to each purchase being charged to the customer's account).
4. How do I get my refund?
  • Current and former customers that are offered a refund will be invited to accept this offer. Fleet customers can only accept the refund by clicking on the link within the email. Employee plan customers can only accept the refund by contacting their relevant Service Desk. 
  • Current Optus Business customers that accept the refund will have a credit applied to their account within 60 days.  Former Optus Business customers will be asked to confirm their mailing address and a cheque for the refund amount will be sent to them to present at their bank within 60 days.  
  • Current and former customers that have questions or complain that they are entitled to a refund or a different refund, can contact Optus on 13 43 15, option 1 (if you are a fleet customer) or 1300 133 334 (if you are an employee plan customer) and Optus will deal with those customers directly in good faith.
5. Is all third party content affected?
  • No, premium web content provided by certain third party providers is not affected. Premium web content from the following third party providers remains available and you can continue to consent to that content being charged to your Postpaid account or debited from your Prepaid credit balance:
    • Google Play
    • Microsoft Store
    • Spotify
    • Netflix
    • Premium SMS (TV Competitions and voting)
  • Premium SMS, Infocall, Optus branded media products, or content supplied through an app store such as Google Play or the Apple app store.

6. Can I be sure that the offer of a refund is not a scam or hoax?

  • The offer of a refund by Optus is not a scam or hoax. It is genuine and Optus has committed to the Federal Court to offer current and former customers a refund for third party content services they shouldn't have paid for. The offer of refund by Optus is being done to fulfil that commitment.
7. Is the information I provide to confirm my mailing address secure?

Information about your refund offer from Optus for Direct Carrier Billing (DCB) charges

Identify Customers:

Optus' commitment to refund customers requires it to identify, communicate with and offer refunds to customers:

  • Who complained directly to Optus prior to 24 August 2018;
  • Who incurred charges for DCB content between 6 June 2016 and 24 August 2018 in relation to DCB content charges where Optus has identified that the Aggregator or Content Provider did not have a double opt in;
  • That made a complaint to the TIO prior to 17 October 2018 in relation to tier 3 DCB content charges.

Questions About Offer:

  • Optus Business customers are encouraged to contact Optus Service Desks with any queries.
  • Current and former customers that have questions or complain that they are entitled to a refund or a different refund can contact Optus on 13 43 15, option 1 (if you are a fleet customer) or 1300 133 334 (if you are an employee plan customer) and Optus will deal with those customers directly in good faith.

Acceptance of Offer:

  • Fleet customers can only accept the refund offer via the landing page within the email communication
  • Employee Plan customers can only accept the refund offer by contacting the service desk on 1300 133 334
Confirmation of Offer:

  • Will be emailed to any Optus Business customer who accepts the refund offer.

 Frequently Asked Questions

1. What is direct carrier billing?

  • Direct carrier billing (DCB) is a payment method which enables Optus customers to purchase third party content on a one-off or subscription basis from a third party, and have the charges for that content billed directly to their Optus account.
  • Third party  content purchased via the DCB service includes "premium" content services (such as news websites), downloadable applications (such as games or ringtones) and other content (such as "voting" in television programs) not obtained via the Optus Smart Shop or an app store (such as the Apple App store or Google Play store).
  • DCB doesn’t include Premium SMS, Infocall, Optus branded media products, or content supplied through an app store such as Google Play or the Apple app store.
  • DCB is different to Premium SMS services to which the customer subscribes by sending an SMS.
  • From 24 August 2018, Optus ceased offering DCB services (other than a limited number of services for one-off content for TV shows, magazines and mobile gaming, which require express customer agreement to each purchase being charged to the customer's account).

2. How did Optus charge me for services I shouldn't have paid for?

  • The systems and processes that Optus used to bill for third party content via the DCB service were not adequate and Optus has acknowledged this to the Court.  The Court has imposed a $10 million penalty on Optus (which Optus has paid), and Optus has committed to the Court to offer refunds to customers that incurred third party content charges that they shouldn't have paid for.   
3. Does Optus still offer direct carrier billing?
  • From 24 August 2018, Optus ceased offering DCB (other than a limited number of services for one-off content for TV shows, magazines and mobile gaming, which require express customer agreement to each purchase being charged to the customer's account).
4. How do I get my refund?
  • Current and former customers that are offered a refund will be invited to accept this offer. Fleet customers can only accept the refund by clicking on the link within the email. Employee plan customers can only accept the refund by contacting their relevant Service Desk. 
  • Current Optus Business customers that accept the refund will have a credit applied to their account within 60 days.  Former Optus Business customers will be asked to confirm their mailing address and a cheque for the refund amount will be sent to them to present at their bank within 60 days.  
  • Current and former customers that have questions or complain that they are entitled to a refund or a different refund, can contact Optus on 13 43 15, option 1 (if you are a fleet customer) or 1300 133 334 (if you are an employee plan customer) and Optus will deal with those customers directly in good faith.
5. Is all third party content affected?
  • No, premium web content provided by certain third party providers is not affected. Premium web content from the following third party providers remains available and you can continue to consent to that content being charged to your Postpaid account or debited from your Prepaid credit balance:
    • Google Play
    • Microsoft Store
    • Spotify
    • Netflix
    • Premium SMS (TV Competitions and voting)
  • Premium SMS, Infocall, Optus branded media products, or content supplied through an app store such as Google Play or the Apple app store.

6. Can I be sure that the offer of a refund is not a scam or hoax?

  • The offer of a refund by Optus is not a scam or hoax. It is genuine and Optus has committed to the Federal Court to offer current and former customers a refund for third party content services they shouldn't have paid for. The offer of refund by Optus is being done to fulfil that commitment.
7. Is the information I provide to confirm my mailing address secure?

 
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