When you call Telstra on 13 2200 or 125 111, our voice response service (IVR) greets you and asks, "in just a few words please tell me the reason for your call". This prompts you to advise us on why you are calling.

After you have told us the specific reason for your call, the system will direct you to an appropriate consultant to answer your enquiry, or a Self-Service option.

To ensure you have a quick and successful experience, using our voice response service, we recommend the following:

• Call from a quiet place (background noise interferes with IVR)
• Speak clearly and confidently at a normal pace
• Make one enquiry at a time
• Use a few specific words when describing the reason for your call. Don't just say "mobiles", say "I want to have a mobile connected"
• Try saying something different if your first attempt is unsuccessful
• You can start a new enquiry at any time by saying "new enquiry".
• Know the phone number you're enquiring about. You can say or use your keypad when asked for the phone number.

What to say?

Here are some common examples of how you might interact with our voice response service...

Here are some common examples of how you might interact with our voice response service

Enquiry Type	What you can say...
Account Balance	"I want to check an account balance" "I would like my account balance"
Bill Query	"I would like to enquire about my bill"
Call Barring	"Can't ring out on my phone" "I want to restrict my calls"
Connections	"I'd like to have my (mobile) phone connected" "I need to be connected"
Disconnections	"I want to have my phone disconnected" "I have to disconnect my number"
Faults	"A problem with my phone" "My phone's not working"
International Roaming	"I want to use my mobile phone overseas" "I need to set up International Roaming"
Internet	"I want to speak to somebody about the Internet" "Find out about the Internet"
Payment Extension	"I need a payment extension"
Plans	"Enquiry regarding plans" "I want to enquire about my plan"
Messaging	"Access to home MessageBank" "I have a problem with my messages"
Moving House	"I'm moving house" "We are moving"
Reconnect	"Been disconnected I want to be reconnected" "So I can reconnect my phone"

 

Contacting Telstra 24 hours a day, 7 days a week is now easier and quicker with Self-Service. Self-Service provides you with access to information without the need to speak to a consultant.

Take a look at some of the Self Service options available for Home, Small Business and Mobile Accounts…

• Account Balance
  Find out the balance of your account and due date - great for when you want to pay a bill and are unsure of the amount. Simply say "What is my Account Balance" and tell us your phone number.

• Calling Information
  Get the latest information on call costs, time zones and country codes. If you are calling about a cost of a call to New Zealand, just say "What is the cost of a call to New Zealand".

• International Roaming
  Taking your mobile phone or data card overseas? Find out which countries your device will work in and how to listen to MessageBank® messages while travelling. Call and ask about "International Roaming".

• Mobile Faults
  Got a mobile handset fault? Call 125 111 and follow our basic troubleshooting tips.

• Pay by Phone
  Pay your Telstra bills using a valid credit/debit card or bank account (cheque or savings). Just say "Payment of a bill", or you can call 1300 369 666 for a Fixed account or 125 118 for a Mobile account.

• Phone Features
  For information about our most popular fixed and mobile products (like call waiting), just say"I would like to know more about call waiting…"

• Pre-Bill Balance (Mobile)
  Check unbilled call charges for your Post Paid mobile phone anytime - very helpful when you want to keep your finances in order. Just say "How many calls have I made this month?"

• Pre-Paid Mobile Activation
  Call 125 8887 to activate your Pre-Paid service and find out our current offers.

• Pre-Paid Unlocking
  Unlock your Telstra Pre-Paid phone on your own by calling 1300 720 179.

• Privacy
  Opt out of our marketing initiatives by calling 1800 039 059. You can also hear our Privacy Statement by following the prompts.

• PUK for Mobiles
  Need a Personal Unlocking Key (PUK) code to unlock your phone? All you need to know is your mobile number! Simply say "What is my PUK code?"

• Report a Payment
  To let us know you’ve made a Telstra payment, say "I just made a payment".

• Telstra Shop Locator
  Call 131 800 to find the details of your nearest Telstra Shop. We can even transfer you through directly.