We’re updating our systems: here’s what it means for you

What’s happening?

We’ve been listening to your feedback and suggestions, and it’s clear you want simpler services, easy-to-understand bills, and support that doesn’t always involve picking up the phone to call us. 

We’ve heard you. As part of making things simpler for you, we’ve got an updated system that manages your account, and it’s an important part of a whole new era for us when it comes to digital self-service.

We’ve been moving customers onto this new system (and signing up new ones) for a few years now. Their feedback is really positive: their orders are processed faster and they are able to self-serve using the MyTelstra app.  

What’s changing?

Now we need to do the work of moving even more customers from the older systems onto the new one, which means you might see some changes to your service and the look of your bill soon.

It could include a change in how and when you pay, or some of  the features and inclusions of your service. It all depends on what you’re using right now and how it will interact with the new system we’re migrating to.

What does it all mean? 

These changes mean that you’ll soon be able to do even more with your account without having to call us. And if you ever do have to contact us for help, we’ll be able to get those answers for you even faster. 

It’s a big change for us, and it means some big improvements for you, too.

What’s next?

You don’t have to do anything right now to prepare. We’ll be in touch when it’s time to move and explain any changes to your accounts and/or services well ahead of time and we’ll work with you to make the process as easy as possible.