Bereavement support

What to do when someone has died

We're here to help you manage your loved one's accounts and services during this difficult time.

Supporting you each step

We get that taking care of your loved one's affairs can be stressful and overwhelming in the event of a death. So, our dedicated team is here to help make it as easy as possible, supporting you each step of the way. 

To talk to us about an account, call 1800 775 932.

If you wish to speak to us in your preferred language, get multilingual support.

To read a PDF version of our policy, see the Telstra Bereavement Policy (PDF, 50KB)

How to transfer or close an account

  1. Confirm your authority

  2. Gather the right documents

  3. Notify us

Ways to notify us

Notify us and other organisations at the same time

If you want to notify us and other organisations at the same time you can do this via the Government's Australian Death Notification Service (ADNS). One of our specialist team members will get in touch within ten days. 

Notify us directly

Choose one of the following ways to notify us and a specialist team member will contact you within 48 hours of receiving your notification.

Complete the online form

You can use the online Telstra Bereavement Support form to notify us and request the cancellation or transfer of services. A specialist from our specialised team will contact you.

Sorry Business

Aboriginal and Torres Strait Islander peoples who are representing someone who has passed away, can complete the Telstra Bereavement Support form or speak to a specialist from our First Nations customer care team on 1800 444 403.


Complete the Bereavement Support form (PDF, 238KB) and send to us via:


Put ‘Bereavement Support’ in the subject line of an email and attach a scanned copy of the completed form. Send to:


Print the completed form and post to:

Telstra Bereavement Support, Locked Bag 20026, Melbourne, Victoria 3001

Call us

If you prefer to speak to someone, call us and say “Bereavement”

Specialised team

1800 775 932

  • Monday to Friday: 8am to 8pm AEDT
  • Saturday & Sunday: 8am to 5pm AEDT
First Nations Connect team

1800 444 403

9am – 5pm Monday - Friday

Visit our store

Make an appointment to submit your completed Bereavement Support form at your local Telstra store.

Please keep a copy of your completed form.

Frequently asked questions

If you're the account owner and someone who used a service on your account has died, you can use the online  Bereavement Support form to update the details on your account.

We’re here to support and help you manage their account. Check Critical illness support for more information.

If you require access to a Telstra email account, you'll need to transfer it to a new account. You can do this by letting us know on the online Bereavement Support form.

Your Priority Assistance service can be transferred to your new account if you're eligible. We'll let you know if we need to validate your priority assistance status for your new account. You can learn more about Priority Assistance and your eligibility.

What happens next?

We’ll be in touch with you within two days of receiving your completed Bereavement Form or ten days after you submit an ADNS form.

We’ll send you a unique reference number, the contact details of the team member looking after you and an update on the progress of your request. 

If you need to speak to us urgently you can contact us anytime for an update.

Our specialist from our specialised team will keep you updated throughout the process. We may need to reach out to ask for more information to help us process your request. 

Cancelling a service

If we have all the information we need, cancelling services is usually completed within two days. 

Transferring a service

Transferring a service and changing ownership on business accounts can take longer. Find out more on bereavement support for small business accounts.

We’ll send a final statement in the name of ‘The Estate of the deceased’ to the mail or email address nominated by the notifier.

Other helpful resources

Grief Australia

Bereavement counselling, support group and information for bereaved adults, adolescents, children, and families.


This is a national charity providing all Australians experiencing emotional distress with access to 24 hour crisis support and suicide prevention services.

Beyond Blue

Beyond Blue is an independent, not-for-profit organisation working to reduce the impact of anxiety, depression and suicide in Australia.

We'd love to hear from you

Our specialised team are here to give you the support and care you need when you've lost a loved one. If you're not happy with our care or want to give us some feedback, good or bad, we'd love to hear from you.

Need an interpreter?

Multilingual support

Speak to us in your preferred language. We’ve got you covered.

Related links

Helping you when times are tough

Depending on your level of urgency, we have flexible options that can help keep you connected.

Priority Assistance

If you depend on a functioning home phone due to a life-threatening medical condition, we prioritise the repair.