Starting 4 December 2025, we’re updating the limits on Pre-Paid registered services per user. Then, on 11 December 2025, we’ll make additional changes to Our Customer Terms.
Here's a summary of these changes.
We wanted to let you know about some changes we're making to Our Customer Terms. From 4 December 2025, there will be a change to our limits on the number of registered Pre-Paid services per user. All other changes will come into effect from 11 December 2025.
While some updates apply to all customers, others only apply to Pre-Paid or Mobile customers.
Read on to learn more about what's changing.
The following changes are designed to help safeguard our customers and staff:
We may cancel, suspend, or restrict a service if we reasonably believe you or your authorised representative have:
We will take into consideration a customer's circumstances before taking any action in these scenarios.
We know helping customers stay connected is critical for victim-survivor safety and is also required under new legislation. We’re committed to supporting those who need it most.
One of the ways we try to help keep victim survivor customers safely connected is to give them the option if they are the authenticated end-user of a service to transfer the phone number or email address to them.
We do not disconnect services based solely on allegations. As part of our process, we verify the alleged victim is the authorised user before transferring the service into their name.
Only services used by the victim survivor would be disconnected and/or moved to another account. Any other services will remain unchanged.
The following changes to our mobile service terms are to better explain coverage availability, how future network enhancements may be implemented, and how we manage our network to optimise performance.
To the extent reasonably necessary, we may prevent your device from accessing our network if it is required for health and safety reasons, or where we are required to do so to comply with a law.
You must ensure you have a device that is compatible with our network and is able to make emergency calls, including to 000.
Before purchasing devices (including second-hand and refurbished devices), customers should confirm their device is capable of calling 000 by getting the IMEI of the phone and entering the first 8 digits into our device checker. Ask the seller/vendor for the device’s IMEI before purchasing.
The Telstra Plus tier upgrade benefit, which automatically places new Essential or Premium mobile plan customers on a Silver or Gold tier membership for at least one year, will no longer be available when taking up these plans.
If you're already on one of these plans and currently benefiting from an upgraded tier, you won't be impacted.
The following change will take effect from 4 December 2025:
You'll now be limited to having a maximum of 35 Pre-Paid services registered under your name, regardless of how many accounts you hold.
This limit applies across Telstra Pre-Paid, Boost Pre-Paid and JB Hi-Fi Pre-Paid services.
Telstra is rolling out 5G Standalone – an advanced evolution of 5G technology. Pre-Paid plans won’t include access to 5G Standalone, but existing coverage remains unchanged. This means:
To see coverage details, visit our coverage map.
You don’t need to do anything. Once these changes take effect, you can view a copy of updated Our Customer Terms.