Home and Family Terms

Our Customer Terms sets out our standard customer terms. Under telecommunications legislation, you and we are bound by with these terms unless we have agreed differently. To understand your rights and obligations, you should read both the General Terms and the sections that relates to your services or solutions you obtain from us.

Related Documents

 

Our Customer Terms sets out our standard customer terms. Under telecommunications legislation, you and we are bound by with these terms unless we have agreed differently. To understand your rights and obligations, you should read both the General Terms and the sections that relates to your services or solutions you obtain from us.

Please note: It takes up to 48 hours for amendments to the Customer Terms to be uploaded to this site.

PDF (507kB)     Word (260kB)

PDF (498KB)    Word (285KB).

 

  • The Basic Telephone Service
  • Connecting the Basic Telephone Service
  • Telstra Velocity
  • Temporary disconnections
  • Faults
  • Charging
  • Calling Line Identification
  • Telephone numbers
  • Rental telephones
  • Change of customer
  • Local Number Portability
  • Other work we do for you
  • Performance specifications

PDF (958KB)    Word (850KB)

 

  • Telstra Home Phone and Telstra Voice
  • Telstra Voice Complete
  • Telstra Voice Plus
  • Telstra Voice Budget
  • Telstra Voice Advanced
  • Telstra Voice Part
  • Telstra Voice Value
  • Telstra Voice Reach
  • Telstra Voice Together
  • Telstra Voice Ultimate
  • Telstra Home Phone Casual
  • Telstra Home Phone Local
  • Telstra Home Phone National
  • Telstra Home Phone Pinnacle
  • International calls from Telstra Home Phone and Telstra Voice services
  • Silent Line
  • Suppressed Address Listing
  • Telstra T-Hub

 

International codes

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PDF (247KB)    Word (68KB).

 

  • Telstra Rewards
  • Pensioner Discount
  • Other Concessions

PDF (30KB)    Word (84KB)

 

  • Customer Service Enquiries
  • 1800 calls
  • 13 calls
  • Calls to InfoCall 190 numbers
  • Conference calls
  • Calls to Telstra Mobile Satellite numbers
  • Calls to Optus MobileSat numbers
  • Calls to Iterra services
  • Calls to Radio paging service
  • Calls from Norfolk Island
  • Calls from Antarctica
  • Telstra mobile service (automatic)
  • Reverse Charge Calls

PDF (224KB)    Word (82KB)

 

  • Calculating Charges
  • Reverse Charge and Third Party Charge Calls
  • 1234
  • Call charges for Operator Assisted Calls
  • Directory Assistance
  • Call Connect

PDF (482KB)    Word (245KB).

 

HomeLine & BusinessLine Features

  • Call Waiting
  • Call Forward
  • Call Return
  • Call Back Busy
  • 3-Way Chat
  • Unlimited Call Back Busy, Call Return and 3-Way Chat
  • Calling Number Display
  • Call Forward Selected Callers
  • Call Forward Set the Time
  • Call Control
  • Delayed Hotline
  • Abbreviated Dialling
  • Smart Ring
  • Multiple Number
  • Remote Access

 

HomeLine and BusinessLine Features Package

  • Feature Assistant (1#)
  • MessageBank
  • Telstra Home Messages 101
  • Message Notification to Mobile
  • Text Messaging for Fixed Phone Services
  • Call Barring
  • Call Diversion (Number Only)
  • BusinessLine Fax
  • Business Links
  • Line Hunt
  • Centel

PDF (3.06MB)    Word (3.02MB).

 

  • Charging districts
  • Charging zones
  • Charging precincts

PDF (81KB)    Word (232KB)

 

  • Itemised Local Calls
  • Number Redirection

PDF (265KB)    Word (63KB)

  • The Telstra Mobile service
  • Connection and service activation
  • Faults
  • Mobile Phone Numbers
  • SIM cards and replacing SIM cards
  • Handset blocking
  • Telstra FairPlay Policy
  • Mobile Number Portability
  • Performance specifications
  • Distance-based charging and Time Zones
  • Bill reprints

Pricing - Current Plans

PDF (73KB)    Word (365KB)

  • Go Mobile Plans

 

Pricing - Telstra Pre-Paid Plans

PDF (65KB)    Word (299KB)

  • Telstra Pre-Paid
  • Telstra Mobile Link

 

Pricing - Other Mobile Plans

PDF (83KB)    Word (116KB)

  • Amway MyWay Mobile Plan

 

Pricing - Mobile Data

PDF (94KB)    Word (101KB)

  • Go Mobile Plans
  • Home Wireless Broadband Plans

 

Plans no longer available for new connections

PDF(305KB)    Word (1.11MB)

  • Mobile Accelerate Plans
  • iPhone Plans
  • Data Packs (before 12 May 2015)
  • TMB Explorer Plans
  • Every Day Connect Plans
  • Telstra No Lock-In Plans
  • Mobile Plans Offers
  • Freedom Connect Plans
  • iPhone Plans
  • Next G Cap Plans
  • Telstra Data+ Tablet Plans
  • 2in1 Calling Solution
  • Telstra 3G Mobile Phone Cap Plan offer
  • Telstra $69 Capped Plus Plan and $129 Capped Plus Plan offers
  • Telstra Pre-Paid Plus Offer
  • Direct Plan Offers
  • Telstra Capped Plan Offer
  • Telstra Mobile Phone Plan
  • Telstra Mobile Plan Offers
  • More4you Offer
  • Communic8 Post-Paid Offer
  • $45 Phone Plan
  • Telstra Text Plan Offer
  • Flexi-Plans
  • $30 Phone Plan
  • $5 Plan
  • Corporate Staff Offer
  • Old Corporate Staff Plan
  • Telstra Spring Sale Mobile Plan 25 and 45
  • Mobile Plan 25, 45 and 65
  • Telstra Direct Flat Rate 50 Offer
  • Communic8 BYO
  • BYO Saver Flexi-Plan
  • DoubleUp Offer
  • Mobile Options Flexi-Plan
  • Flexi-Plan 25
  • Flexi-Plan TenPlus 35, 55, 75 and 100
  • Below $5 Offer
  • $4.50 ($4.95 including GST) Monthly Access Fee Special Promotion
  • Old Flexi-Plan 100, 150 and 250
  • Old Flexi-Plan TenPlus 35, 55, 75, 100, 150
  • Old Flexi-Plan 35
  • Old Flexi-Plan 20
  • Old Flexi-Plan 75 and Old Flexi-Plan 55
  • Contacta 20, Converser 25 and Communicator 30 Flexi-Plan
  • Value 10 and 15 Flexi-Plan
  • Corporate Flexi-Plan
  • Budget 10 Flexi-Plan
  • Budget 20 Flexi-Plan
  • Flexi Plan 80, 130 and 240

PDF (237KB)    Word (473KB).

  • Double Member Bonus Offer
  • Telstra Mobile Broadband Migration Offer
  • Special Member Plan Offer
  • Telstra $49 Capped Plus Plans and $79 Capped Plus Plan Offers
  • BigPond Photos Pack Bonus Offer
  • 2 Months Unlimited Email and Browsing Offer
  • Phone Bonus Credit Offer
  • 1000 Free Text Offer
  • Free video calls and video MessageBank offers
  • BigPond Mobile Services
  • Telstra Talk and Text Offer
  • Double Included Voice and Text Calls Port-in Offer
  • #100# (USSD) Service - "Whereis" and "Inform Me" Content Offer
  • Push to talk Offers
  • Mobile Link Offer
  • Telstra Pre-Paid Plus Offers
  • Mobile Repayment Option ("MRO")
  • Telstra Pre-Paid Offers
  • Mobile Bonus Options and Network Bonus Options
  • Work Hotline/Work Group
  • Phone Repayment Option
  • Mobile Phone Bonus
  • EasyPlan Bonus Options
  • Hotline Number
  • Recommend a Friend
  • MMS Phone Credit Offer

PDF (74KB)    Word (350KB)

  • Customer Service enquiries
  • Mobile Tutorials
  • International calls
  • 1800 calls
  • InfoCall calls
  • Calls to Optus 1900 services
  • 016, 13 and 1300 calls
  • Calls to a Telstra Mobile Satellite service
  • Calls to an Optus MobileSat service
  • Directory Assistance
  • Call Connect
  • 1234
  • Reverse Charge calls
  • Reminder calls
  • International Credit Card calls
  • Auto-Calling Card service

PDF (104KB)    Word (267KB)

  • SMS (Short Message Service)
  • SMS Delivery Reports
  • Premium SMS
  • MMS (Multimedia Messaging Service)
  • SMS Chat
  • Instant Messaging Services
  • MyConnect
  • Text Message for Fixed Phone Services
  • Telstra Online Text Buddy

PDF (69KB)    Word (264KB).

  • Telstra Secure Contacts
  • MessageBank
  • Video MessageBank
  • Voice2Text
  • Call Forward
  • Call Director
  • Memo and Memo Combined
  • Memo Group Messaging
  • Memo - SMS List and Work Offer
  • Callback Notification service
  • EasyCall
  • SMS Directory Search
  • Calling Number Display
  • Removing Call Diversions

PDF (181KB)    Word (472KB)

  • General Conditions for Data services
  • Garmin Navigator and Whereis Navigator
  • GPRS (General Packet Radio Service)
  • 3G and HSDPA (High Speed Downlink Packet Access)
  • Telstra Mobile Loop service
  • BigPond Mobile Service
  • Java applications
  • Circuit Switched Data Access
  • Telstra Mobile Loop Applications
  • USSD
  • i -mode
  • Telstra Wireless Hotspot
  • Telstra Mobile Broadband - Next G Network
  • Telstra Wireless PC Pack
  • Telstra Mobile Broadband - 1 x EV-DO
  • Telstra 3G Connect
  • Telstra Wireless Telemetry
  • Telstra Mobile IPWAN
  • BlackBerry Individual Solution
  • BlackBerry Desktop Redirector Solution
  • BlackBerry Enterprise Server Solution
  • Good Mobile Enterprise Solution
  • Telstra Mobility Plan
  • Navman OnlineAVL Solution
  • Xora Time Track Solution
  • @Road GeoManager Solution
  • Telstra Business Mobility Pack
  • Fax and Data
  • 3G and NextG Video Service
  • Microsoft Mobile Enterprise Solution
  • Enterprise Mobile Broadband Plus
  • Premium Direct Billing

PDF (46KB)    Word (242KB)

  • Telstra Business Portal – Additional Terms
  • BigPond Live Events
  • BigPond Photos
  • BigPond Blog
  • BigPond Games
  • Sport Action Packs (including AFL, NRL and Horse Racing)
  • BigPond Caller Tones service
  • BigPond Music on your Mobile
  • BigPond TV on your Mobile
  • China Bar Video Service
  • Telstra Active Menu
  • Celebrity & Fashion
  • PocketNews
  • Whereis and Local Weather ("Location Based Services")
  • UandMe
  • SMS Games
  • MobileFun
  • BlueSkyFrog (BSF) for Telstra Service
  • BlueSkyFrog (BSF) for Telstra Telstra Active/WAP Applications
  • Our "Who Wants To Be A Millionaire?" WAP Game
  • BigPond Apps

PDF (108KB)    Word (372KB)

  • Telstra Mobile Satellite service
  • Pricing plans and handset contracts
  • Charges and billing
  • Pricing plan charges
  • Charges for using a Telstra cellular mobile SIM card in a satellite handset/device
  • Charges for Telstra Mobile Satellite services using a cellular mobile handset/device

PDF (490KB)    Word (172KB)

  • Acceptable use policy
  • Your obligations
  • Limits of the service
  • Charges for your service
  • Changing your plan
  • Termination
  • Our liability to you
  • Your liability to us
  • Changing these terms
  • ADSL & Cable broadband transmission facilities
  • Ownership and use of equipment
  • Maintenance
  • Software licences
  • Information (Ponderings)
  • Transferring your service
  • Taxes
  • Group Members
  • Group Administrators
  • Mail Limits
  • HiBIS, Broadband Connect and the Australian Broadband Guarantee

PDF (381KB)    Word (176KB)

  • Pricing plans
  • Modems
  • Optional extras

Recent Changes to this section

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PDF (366KB)    Word (174KB)

  • Pricing plans
  • HiBIS, Broadband Connect and the Australian Broadband Guarantee
  • Optional extras

PDF (533KB)    Word (234KB)

  • BigPond Mobile Broadband service
  • 10 Day Money Back Guarantee
  • Mobile broadband plans
  • Relocatable Mobile broadband plans
  • International roaming
  • Optional extras

BigPond Satellite

PDF (150KB)    Word (81KB)

  • General conditions for satellite services
  • 2-Way satellite plans
  • 2-Way HiBIS, Broadband Connect or Australian Broadband Guarantee satellite plans
  • Obtaining the satellite broadband transmission facilities from us
  • Installation of satellite broadband transmission facilities

 

Broadband Satellite

PDF (94KB)    Word (104KB)

PDF (77KB)    Word (89KB)

  • Your use of the service
  • BigPond Dial-Up service
  • BigPond Dial-Up single user pricing plans
  • BigPond Dial-Up business group plans

PDF (1.2MB)    Word (803KB)

  • General Conditions for BigPond services
  • Dial-up for broadband
  • Mobile Broadband hotspots
  • Global Roaming
  • BigPond Security Services
  • Premium Mail
  • Additional mailboxes
  • Domain names
  • Family Website Hosting and Small Business Hosting
  • BigPond WebHosting
  • Premium Website Hosting and Add Ons
  • Online Storage
  • BigBlog
  • BigPond Photos
  • Static IP for ADSL
  • BigPond Office and BigPond Office DocBoss
  • BigPond Games

PDF (368KB)    Word (186KB)

  • Pricing plans
  • Installation
  • Additional charges
  • Equipment
  • Minimum recommended system requirements
  • Technical support

Telstra Mail is available to you at no charge if you are a Telstra Broadband customer (with up to 15 included mailboxes) or for a fee as a standalone product if you are not a Telstra Broadband customer. This is the Email section of Our Customer Terms.

PDF format (PDF, 291KB)        Word format (DOC, 68KB)

PDF (112KB)    Word (258KB)

  • connecting an ISDN service
  • changing an existing service to an ISDN service
  • term and cancellation
  • performance specifications
  • service assurance
  • other work we do for you
  • Local Number Portability
  • call charge records
  • special promotions

PDF (113KB)    Word (359KB)

  • ISDN access services
  • BusinessLine Plus
  • BusinessLine Part
  • international calls for business services
  • ISDN Xpress pricing option, ISDN access to AUSTPAC
  • Argent
  • Pensioner Discount

PDF (25KB)    Word (62KB)

  • Calls to Priority One3/1300 and Securidial 1345 numbers
  • calls to Freecall 1800 and One8 numbers
  • calls to 190 numbers
  • Conference calls
  • calls to Iterra services
  • calls to Telstra Mobile Satellite services
  • calls to Optus MobileSat services
  • calls to radio paging services, operator assisted calls
  • MessageBank and Home Messages 101

PDF (78KB)    Word (211KB)

  • Call waiting
  • call forward
  • Enquiry/Conference
  • call transfer
  • calling number display
  • calling line identification restriction
  • call barring
  • call control
  • Multiple Number
  • Number Redirection
  • Telstra Activated Redirection
  • Emergency Redirection
  • malicious caller identification/malicious call trace

PDF (166KB)    Word (52KB)

  • What is the Telstra Air service?
  • Limits of the service
  • Acceptable Use Policy
  • Your Obligations
  • Telstra Air Membership
  • Your Privacy

PDF (199KB)    Word (170KB)

  • T-Voice services on the NBN
  • T-Voice plans on the NBN
  • Telstra Broadband services on the NBN 
  • Telstra Bundles on the NBN
  • T-Broadband plans on the NBN
  • T-Bundle plans on the NBN
  • T-Voice 1GB plans on the NBN

PDF (26KB)    Word (68KB)

Installation, maintenance, consultancy and after sales activities that are not covered by a standard charge or contract, for which additional charges apply.

PDF (35KB)    Word (64KB)

A service for eligible customers that lets them receive calls, but restricts calls that can be made.

PDF (29KB)    Word (75KB)

A fixed or transportable satellite service.

PDF (32KB)    Word (68KB)

Our service designed to help our residential customers who have a diagnosed life-threatening medical condition.