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 during this time. So, our dedicated bereavement care team is here to help make it as easy as possible, supporting you each step of the way. Here’s what you need to do.
Transfer or close an account in the event of a death
The first thing you need to do is to let us know if someone on the account has passed away - through the Australian Death Notification Service (ADNS) or the Telstra Bereavement Support form. Then, we can transfer services or cancel them to close the account, according to your request.
Choose one of the following:
Australian Death Notification Service (ADNS)
This is a national service which allows you to digitally notify multiple organisations at one time, including Telstra, about the death of the account holder. When we receive the notification, a specialist from our bereavement care team will be in touch.
Notify us directly
You can use the Telstra Bereavement Support form to notify us and request the cancellation or transfer of services. You can send the completed form to us by email, post or by visiting a store.
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.
Ways to get in touch
Send the completed Bereavement Support form to our dedicated email:
Or post to:
Telstra Bereavement Support, Locked Bag 20026, Melbourne, Victoria 3001
Frequently asked questions
What happens next?
Other helpful resources
Australian Centre for Grief & Bereavement
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.
Counsellors available to hear what you have to say and point you in the right direction for the help you need.
Financial hardship support
Our team can help you find the right assistance to help keep you connected.