Critical Illness Support

Help is at hand

We can help you manage your Telstra services when you or someone you know has a critical illness. All you need is the authority to act on the account.

Helping you manage the account

We can help you manage the account, if you, or someone you know is experiencing a critical illness. As circumstances change, you may wish to:

  • transfer or close an account if no longer needed;
  • change or downgrade the plan;
  • update the payment details.

Before you can make any changes on an account you must be the account owner or have been given authority by the account owner. Check can I give permission to someone to access my account

If you’re not the account owner and already have authority, we’ll need to see:

How to contact us

Please bring the relevant documents with you to prove your ID or authority.

Call us

If you prefer to speak to someone, call us and say “critical illness”.

Compassionate Care team

  • 1800 775 932
  • Monday to Friday: 8am to 8pm AEDT
  • Saturday & Sunday: 8am to 5pm AEDT

First Nations Connect team

Visit our store

Make an appointment to discuss your needs with one of our agents.

What happens next

Once our Compassionate Care team receives your request, they’ll send you an email with the next steps. The time to process your request will depend on the change you wish to make:

  • Closing an account or service, changing to a Pre-Paid plan or updating the account or payment details – will take up to 2 business days from the date we receive your request
  • Transferring an account to another person could take more time.

We’d love to hear from you

Our Compassionate Care team is here to support you in managing the accounts of someone who is critically ill. 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.