First Nations Australians Customer Support

Supporting you to stay connected

We want to make sure you're connected to the people who matter most.
Aboriginal and Torres Strait Islander people should be aware that this website may contain images or names or people who have passed away.

First Nations Connect phone line

Let's have a yarn

Our Australian-based phone line is dedicated to helping Aboriginal and Torres Strait Islander customers, respecting culture and community. 

Want to speak to someone in your language? We can access interpreter services for approximately 50 different First Nations languages and dialects.

Ask a question about your phone or internet 
Monday to Friday 9am-5pm (anywhere in Australia)

Help when times are tough

Our support programs can help with things like keeping your phone and internet connected if you find yourself in a difficult situation.

Financial assistance

Flexible options to get you through this time.

Lower income access

Keeping you connected on a lower income.

Domestic and family violence support

We're here for you. 

Compassionate care

Supporting you through Sorry Business. 

National Debt Helpline - 1800 007 007

National Debt Helpline

Get free and independent assistance from the National Debt Helpline's Financial Counsellors.

Monday to Friday  9:30am - 4:30pm AEST.

Frequently asked questions

Pre-Paid plan questions

Check your balance via the My Telstra app or if you need help, you can call the First Nations Connect team on 1800 444 403. 

In either of the following ways:  

You can find the Telstra pre-paid mobile plan options and recharge amounts here - Telstra Pre-Paid Plan Rates.

Account information questions

Call the First Nations Connect team on 1800 444 403. They'll help you update your account information once they verify you’re the owner of the account. You can also update your account details through the My Telstra app or in-store with Photo ID. 

Not all addresses are registered in our system, especially if you live in remote Australia. We are trying to improve this. Please call the First Nations Connect team on 1800 444 403 if you can’t find your address on our site and we’ll manually add it into our system.

The number you are calling from may come under a different name. For security reasons, we can only discuss the details of the account with the account owner. Are you borrowing this phone or did a family member or friend activate it for you? Call our First Nations Connect team on 1800 444 403 with the account owner close by, so we can help you.

We can only help if you're the authorised account owner. If you want a family member or friend to assist you, you must request it via this Account access permission page. 

You can also call our First Nations Connect team on 1800 444 403, and they'll help you.

SIM card questions

You may already have a Telstra account that matches the information on your ID, your account may need updating, or your ID may be invalid. Please contact the First Nations Connect team on 1800 444 403 or visit your nearest Telstra store for more help. 

Your service should be active within 20 minutes. If it is not working after 4 hours, please contact the First Nations Connect team on 1800 444 403 or visit your nearest Telstra store for more help. 

Customer assistance questions

All parcels from Telstra must be delivered to a home address. If your home address cannot be located, we won’t be able to send you a parcel by post. 

Please call the First Nations Connect team on 1800 444 403 so we can find the best way to assist you.  

You can also visit our online support pages to find out more about Low Income and Financial Hardship Support.

Yes, you can. Call our First Nations Connect team on 1800 444 403 or visit Interpreter Services. We have access to approximately 50 different First Nations languages and dialects.

Doing better for the future

Our sustainability site and newsletter keep you updated about how we use tech to approach climate change and help improve digital access in First Nations communities.