Australian Government support
If you've lost your income, you may be eligible for a range of government support offered by the Australian Government through Services Australia.
Payment assistance
Helping you when times are tough
If you're having trouble paying or your circumstances have changed, we can help.
Explore payment assistance options
We may be able to provide some relief to assist with your financial challenges.
Choose the help you need:
Payment assistance when you need it
Depending on your level of urgency, we have flexible options that could help keep you connected.
Our Payment Assistance Policy (PDF, 277KB) outlines information for you to consider before applying for payment assistance. We have additional languages and other versions available.
Need more time to pay?
If you're having difficulty paying, you can request an extension of up to 14 days. It's faster and easier when you sign in to My Telstra.
Don't have a Telstra ID? Use your contact details to verify your identity.
Change to a more affordable plan
You can review your monthly usage and change your plan any time during the month in My Telstra.
Review our concession offers
If you have a valid concession card, you could be eligible for a range of offers.
Help us understand your situation
You might feel overwhelmed, but there are options for you to consider. Complete the payment assistance application and we'll be in touch to discuss the best option for you.
When might you need our help?
If you're having trouble paying or your circumstances have changed, we can help keep you connected.
Whether it's a short-term setback or something longer term, we understand payment difficulties can happen for different reasons.
All Telstra customers have the right to ask for help if they are having problems paying their recharge, bill or invoice for any reason. The process for identifying a suitable arrangement is at no cost and can be tailored specifically for you.
Whatever your situation, we will work with you to find a solution that is right for you.
Telstra's payment assistance
We have a range of payment assistance options to help you, including giving you more time to pay, a tailored payment plan and other options, including those that can keep you connected.
Our Payment Assistance Policy (PDF, 277KB) outlines information for you to consider before applying for payment assistance.
How can you apply for payment assistance?
To apply, you can:
- Request support online and we'll be in touch to discuss the best option for you. Apply for payment assistance.
- Chat with us in My Telstra. Monday to Sunday 7:30am – 12am (Midnight) AEST.
- Call us on 13 22 00 and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.
- Visit a Telstra store and speak to one of our team. Find your nearest store.
Other support to help you
Free and independent financial counselling services
You can visit the National Debt Helpline or talk to a Financial Counsellor from anywhere in Australia by calling 1800 007 007.
Complaints
If you're not happy with the outcome of your application for payment assistance with Telstra, you can lodge a complaint and we'll work to resolve it as soon as possible.
- Chat with us in My Telstra on the 'Get help' tab.
- Call us on 13 22 00 and say 'complaint'.
- Go online to make a complaint.
Telecommunications Industry Ombudsman (TIO) Complaints
You can raise a complaint with the TIO or call 1800 062 058.
Frequently asked questions
If you're struggling to keep up with your payments, you may need payment assistance. Whether it's a short-term set back or something longer term, we understand that payment difficulties can happen for many reasons, such as:
- Change in circumstances
- Loss of employment or unemployment
- Personal or household illness
- Low or reduced income
- Impacted by disaster
- Domestic or family violence
- Family death
- Bankruptcy or insolvency.
We take considerable care in assessing applications individually.
To be eligible for support, you must:
- be an active Telstra customer; and
- have problems paying for your Telstra service. You may not be eligible for our payment assistance if we verify that you don't have an active account with Telstra. If you are not eligible for our support, we will contact you and let you know why.
Our priority is to keep you connected, get you back on track and make sure you feel you can meet your financial commitments.
We'll only disconnect your Telstra services as a last resort. We'll send you written notices before this happens. The sooner you contact us, the sooner we can help you. Access our Payment Assistance Policy (PDF, 277KB) for more information.
We’re here to help when times are tough and we have a range of support available.
Firstly, you don’t need to spend hundreds of dollars to update your phone. To help you in the transition, we’ve taken the guess work out of finding a compatible device. Explore our low-cost mobile phones.
We also have a range of payment assistance options available, including:
- Giving you more time to pay or a tailored payment plan
- Other options, including those that can keep you connected.
For more information on payment assistance, see our Payment Assistance Policy (PDF, 277KB) or access it under 'Payment' in My Telstra.
If you still need help, please find a store or call us on 13 22 00 and we’ll work with you to find a solution.
Once you've completed the payment assistance application, we'll be in touch within seven business days to let you know the outcome of your application.
To view the progress of your application request, sign in to My Telstra:
- Go to Profile
- Select New account activity
- Select in progress.
You may no longer be eligible for help under an agreed payment assistance plan if:
- You fail to meet an obligation in your payment assistance plan, such as not making an agreed payment when it is due; and/or
- you don't make reasonable attempts to respond if we try to contact you about your payment assistance plan and the possibility of suspension or disconnection of your service;
- we genuinely believe you are unable or unwilling to pay your debts and we want to avoid you increasing the debt you owe us; or
- you agree you won't be able to complete your payment assistance plan.
Please contact us if your situation changes and you can no longer meet the obligations of your payment assistance plan or need more help.
Call 13 22 00 and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.
You can also email us at FinancialAssistance@team.telstra.com
At the conclusion of your payment assistance plan, we will send you confirmation advising that you will return to your usual service and plan conditions, including payment due dates.
You can reach out to discuss extending the support if your circumstances have changed or if you still require assistance at that time. If you have previously received payment assistance, you can apply again at any time.
Access further support
Discover other payment options or choose additional support that may be available to you.
Need more help?
Chat with us
You can chat with us Monday to Sunday 7.30am – 12am (Midnight) AEST.
Phone
Call us and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.
Request support online
Tell us more about your situation and we'll be in touch to discuss the best option for you.
Multilingual service
For assistance in languages other than English, call the Telstra Multilingual Service. Monday to Friday 8am – 6pm AEST.
Payment assistance when you need it
Depending on your level of urgency, we have flexible options that could help keep your business connected.
Our Payment Assistance Policy (PDF, 277KB) outlines information for you to consider before applying for payment assistance. We have additional languages and other versions available.
Need more time to pay?
If you're having difficulty paying, you can request an extension of up to 14 days. It's faster and easier when you sign in to My Telstra.
Don't have a Telstra ID? Use your contact details to verify your identity.
Prefer not to use My Telstra? Request a payment extension.
Change to a more affordable plan
You can review your monthly usage and change your plan any time during the month in My Telstra.
Help us understand your situation
You might feel overwhelmed, but there are options for you to consider. Complete the payment assistance application and we'll be in touch to discuss the best option for you.
When might you need our help?
If you're having trouble paying or your circumstances have changed, we can help keep you connected.
Whether it's a short-term setback or something longer term, we understand payment difficulties can happen for different reasons.
All Telstra customers have the right to ask for help if they are having problems paying their recharge, bill or invoice for any reason. The process for identifying a suitable arrangement is at no cost and can be tailored specifically for you.
Whatever your situation, we will work with you to find a solution that is right for you.
Telstra's payment assistance
We have a range of payment assistance options to help you, including giving you more time to pay, a tailored payment plan and other options, including those that can keep your business connected.
Our Payment Assistance Policy (PDF, 277KB) outlines information for you to consider before applying for payment assistance.
How can you apply for payment assistance?
To apply, you can:
- Request support online and we'll be in touch to discuss the best option for you. Apply for payment assistance.
- Chat with us in My Telstra. Monday to Sunday 7:30am – 12am (Midnight) AEST.
- Call us on 13 20 00 and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.
- Visit a Telstra store and speak to one of our team. Find your nearest store.
- Account Managed Enterprise Customers: if you have an account manager call 1800 318 087 (Monday to Friday 9am – 5pm AEST).
Other support to help you
Free and independent financial counselling services
Business customers can visit the Small Business Debt Helpline or talk to a Financial Counsellor from anywhere in Australia by calling 1800 413 828.
Complaints
If you're not happy with the outcome of your application for payment assistance with Telstra, you can lodge a complaint and we'll work to resolve it as soon as possible.
- Chat with us in My Telstra on the 'Get help' tab.
- Call us on 13 20 00 and say 'complaint'.
- Go online to make a complaint.
Telecommunications Industry Ombudsman (TIO) Complaints
You can raise a complaint with the TIO or call 1800 062 058.
Frequently asked questions
If you're struggling to keep up with your payments, you may need payment assistance. Whether it's a short-term set back or something longer term, we understand that payment difficulties can happen for many reasons, such as:
- Economic downturn
- Loss of revenue
- Employee turnover
- Supply chain disruptions
- Impacted by disaster
- Cash flow gaps
- Bankruptcy or insolvency.
If you are a business customer or organisation, you may also be eligible for payment assistance. Please contact us to see how we can help.
If you are not eligible for our support, we will contact you and let you know why.
Our priority is to keep you connected, get you back on track and make sure you feel you can meet your financial commitments.
We'll only disconnect your Telstra services as a last resort. We'll send you written notices before this happens. The sooner you contact us, the sooner we can help you. Access our Payment Assistance Policy (PDF, 277KB) for more information.
Once you've completed the payment assistance application, we'll be in touch within seven business days to let you know the outcome of your application.
To view the progress of your application request, sign in to My Telstra:
- Go to Profile
- Select New account activity
- Select in progress.
You may no longer be eligible for help under an agreed payment assistance plan if:
- You fail to meet an obligation in your payment assistance plan, such as not making an agreed payment when it is due; and/or
- you don't make reasonable attempts to respond if we try to contact you about your payment assistance plan and the possibility of suspension or disconnection of your service;
- we genuinely believe you are unable or unwilling to pay your debts and we want to avoid you increasing the debt you owe us; or
- you agree you won't be able to complete your payment assistance plan.
Please contact us if your situation changes and you can no longer meet the obligations of your payment assistance plan or need more help.
Call 13 20 00 and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.
At the conclusion of your payment assistance plan, we will send you confirmation advising that you will return to your usual service and plan conditions, including payment due dates.
You can reach out to discuss extending the support if your circumstances have changed or if you still require assistance at that time. If you have previously received payment assistance, you can apply again at any time.
Need more help?
Chat with us
You can chat with us Monday to Sunday 7.30am – 12am (Midnight) AEST.
Phone
Call us and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.
Request support online
Tell us more about your situation and we'll be in touch to discuss the best option for you.
Multilingual service
For assistance in languages other than English, call the Telstra Multilingual Service. Monday to Friday 8am – 6pm AEST.
Consider if additional support is right for you
If you're experiencing more serious financial difficulties, you may wish to seek free and independent advice from a community financial counsellor. You may also be eligible for government support.
Connecting you to the right help
Financial Counsellor assistance
Get free and independent assistance from the National Debt Helpline's Financial Counsellors.
MoneySmart
MoneySmart offer free, independent guidance so you can make the most of your money.
Need advice about your business?
Australian Government business
Find professional advice and services to help you manage your business finances.
Small business financial counsellor
Get free and independent assistance from the Small Business Debt Helpline's financial counsellors.
Want to have your say
Telecommunications Industry Ombudsman
Free, fair and independent help for phone and internet inquiries.
Telstra supporting you in other ways
Domestic & family violence
We can help you stay safely connected and provide access to the support you need. If you're in immediate danger call 000.
View domestic & family violence assistance policy (PDF, 295KB)
Access for everyone
We're providing better access to information to consider flexible low-cost options for those who need it most.
When someone dies
We're here to help you take care of your loved one's account in the event of a death or critical illness.
Disaster support
When Australians face disaster, we're here to help keep you connected. We offer immediate support during a disaster and support during your disaster recovery.