Financial assistance and support
Helping you stay connected when times are tough
We're here to help
If you're finding it hard to pay for one or more of your services, we have a range of financial support options to help you. Choose the service you need help with to find out how we can help.
Phone, internet & other
As part of our Financial Hardship Policy (PDF, 131KB), we have a range of flexible options to offer you if you're experiencing financial difficulty.
Whether you're looking for temporary or long-term assistance, our flexible options can help you stay connected to your phone, mobile, internet and entertainment services.
Our financial hardship policy in your language
We've translated our Financial Hardship Policy into these additional languages and Easy English.
- Mandarin - Financial Hardship Policy (PDF, 267KB)
- Cantonese - Financial Hardship Policy (PDF, 411KB)
- Vietnamese - Financial Hardship Policy (PDF, 322KB)
- Arabic - Financial Hardship Policy (PDF, 372KB)
- Punjabi - Financial Hardship Policy (PDF, 351KB)
- Easy English - Financial Hardship Policy (PDF, 219KB)
For support in other languages visit Multilingual services.
Upfront plans
Change to a smaller plan
As this is a month-to-month plan, you can change to a smaller plan any time during the month. You can check your home internet or mobile usage under Services in the My Telstra app to see if you can pay less on a smaller plan.
Or if you prefer to talk to us about changing plans or other options, you can get in touch.
Extend your AutoPay payment date
If you need to extend the next AutoPay payment date for your Upfront plan, sign in to My Telstra and go to Payments. Choose your service to manage payments or request an extension.
Support for all other plans
Need more time to pay?
If you're not on an Upfront Mobile plan, you can request a payment extension online or sign in to My Telstra and go to Payments.
Suspend your services
You can request to suspend one or more services that you don't need right now for up to 90 days. You'll receive a credit on your monthly bill for the time your service is suspended.
Long-term assistance
Our team can discuss the right financial assistance for you, like flexible payment arrangements, a short-term hold on the account, reviewing your services, or switching to Pre-Paid.
Concession offers
If you have a valid Concession Card, you could be eligible for a range of offers.
Telstra Top Up
To ease the cost of living pressure, this program helps you stay connected with a $160 Pre-Paid mobile recharge and 70GB of data for six months.
Get in touch
Your privacy matters to us. Our team may need to ask you a few questions and for some supporting documentation.
Message us
You can send us a message and we'll notify you when we respond.
Monday to Friday 7:30am - 9pm AEST
Saturday to Sunday 9am - 7pm AEST.
Phone
If you prefer to talk to us, you can call us on 1800 531 951
Monday to Friday 8am - 6:30pm AEST.
Online
Use our contact request form and one of our team members will tailor the right assistance for you.
Multilingual service
For assistance in languages other than English, call the Telstra Multilingual Service.
Monday to Friday 8am-6pm AEST.
Energy
Telstra Energy provides electricity to residential customers in New South Wales, South Australia, South East Queensland and Victoria. The electricity financial assistance offered can vary by state.
Where to get help
Life support
When you, or someone at your property requires life support, you need to let us know. You can call or email us directly.
Concessions and rebates
Federal and state governments offer concessions and rebates for eligible electricity and gas customers. We'll make sure eligible concessions and rebates are applied to your account. We'll also make sure you are on the best energy plan we can provide.
Energy efficiency tips
Being more energy efficient around your home may help you save money on your energy bills.
Get in touch
Your privacy matters to us. Our team may need to ask you a few questions and for some supporting documentation.
Call us directly
Call 13 22 00 and say "Energy" to speak to the energy team for specialised support.
Multilingual service
For assistance in languages other than English, call the Telstra Multilingual Service.
Monday to Friday 8am-6pm AEST.
Additional support
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.
External financial and government support
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.
Financial Counsellor assistance
Get free and independent assistance from the National Debt Helpline's Financial Counsellors.
Call 1800 007 007: Monday to Friday 9:30am - 4:30pm AEST.
MoneySmart
MoneySmart offer free, independent guidance so you can make the most of your money.
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.
Access for everyone
Access to communication is vital so we provide services for people doing it tough partnering with over 2000 community agencies across Australia.
Bereavement
Our bereavement support team can help you transfer or close an account when someone has died.
Disaster assistance
If you've been impacted by a natural disaster, we can help you stay connected with short and long-term support.
Other helpful resources
Beyond Blue
Counsellors available to hear what you have to say and point you in the right direction for the help you need.
Lifeline
This is a national charity providing all Australians experiencing emotional distress with access to 24 hour crisis support and suicide prevention services.
Australian Centre for Grief & Bereavement
Bereavement counselling, support group and information for bereaved adults, adolescents, children, and families.
Frequently asked questions
Still looking for more information about financial assistance, check out the frequently asked questions.
If you're struggling to keep up with your payments, you may be in financial hardship. This can be caused by things such as:
- family death
- unemployment
- family illness
- reduced income
- domestic and family violence
- natural disaster.
We assess each application for financial assistance on a case-by-case basis. We'll work with you to keep you connected, and we'll hold pending actions on your account while we assess your application.
If you need financial assistance for energy services and any other Telstra services, you will need to contact the energy team separately. Financial assistance for energy is handled differently to phone, internet and all other services.
Phone, internet & other
You need to let us know as soon as your circumstances change so we can adjust the plan, go back to normal billing or discuss other options to help you stay connected.
There's no limit to the number of times you can request financial assistance.
If you miss a payment by mistake or your circumstances change, you need to contact us to set up a new plan or discuss what else we can do to help.
Energy
A payment deferral allows you to 'defer' the payment of one invoice. For example, if you're having an expensive month, you can put off paying your electricity bill until the following month. Your next bill will have the combined charges for last month and the current month.
If you need extra time to pay your electricity bill, you can request a few days extension as long as the new payment date is before the next invoice is issued.
Call us on 13 22 00 and say "Energy" and we'll help you set up an Energy payment plan.
When you have unpaid bills, we can help you out with payment plans and some other options, depending on your location and specific circumstances.
Call us on 13 22 00 and say "Energy" and we can chat about your options.
If you have multiple properties with energy services and unpaid bills, you will need a separate payment plan per eligible service at each of these properties. For example, you could have a payment plan for electricity at one property and a different payment plan at another property.