Complaint form
Add your feedback into our online form.
First Nations Australians Customer Support
Supporting you to stay connected
We want to make sure you're connected to the people who matter most.
Artwork: 'Connection' by Bobbi Lockyer. Features 'Sky' motif with 'River' and 'Stars' elements.
First Nations Connect phone line
Let's have a yarn
Our Australian-based phone line is dedicated to helping Aboriginal and Torres Strait Islander customers, respecting culture and community.
Want to speak to someone in your language? We can access interpreter services for approximately 50 different First Nations languages and dialects.
Ask a question about your phone or internet
Monday to Friday 9am-5pm (anywhere in Australia)
Your feedback is important to us
Good or bad, we'd love to hear from you. If you need to make a complaint, you can do so in any of the following ways.
To learn more about our complaints process, read our First Nations Connect Complaints Handling System (PDF, 797KB).
Send an email
Write to our First Nations Connect team.
First Nations Connect
Give your feedback over the phone.
Visit a Telstra store
Speak to a staff member in person.
Help when times are tough
Our support programs can help with things like keeping your phone and internet connected if you find yourself in a difficult situation.
Payment assistance
Depending on your level of urgency, we have flexible options that can help keep you connected.
National Debt Helpline
Get free and independent assistance from the National Debt Helpline's Financial Counsellors.
Monday to Friday 9:30am - 4:30pm AEST.
Frequently asked questions
Pre-Paid plan questions
Check your balance via the My Telstra app or if you need help, you can call the First Nations Connect team on 1800 444 403.
In either of the following ways:
- Online at Recharge Your Pre-Paid Service
- Call our First Nations Connect team on 1800 444 403
You can find the Telstra pre-paid mobile plan options and recharge amounts here - Telstra Pre-Paid Plan Rates.
Account information questions
Call the First Nations Connect team on 1800 444 403. They'll help you update your account information once they verify you’re the owner of the account. You can also update your account details through the My Telstra app or in-store with Photo ID.
Not all addresses are registered in our system, especially if you live in remote Australia. We are trying to improve this. Please call the First Nations Connect team on 1800 444 403 if you can’t find your address on our site and we’ll manually add it into our system.
The number you are calling from may come under a different name. For security reasons, we can only discuss the details of the account with the account owner. Are you borrowing this phone or did a family member or friend activate it for you? Call our First Nations Connect team on 1800 444 403 with the account owner close by, so we can help you.
We can only help if you're the authorised account owner. If you want a family member or friend to assist you, you must request it via this Account access permission page.
You can also call our First Nations Connect team on 1800 444 403, and they'll help you.
SIM card questions
You may already have a Telstra account that matches the information on your ID, your account may need updating, or your ID may be invalid. Please contact the First Nations Connect team on 1800 444 403 or visit your nearest Telstra store for more help.
Your service should be active within 20 minutes. If it is not working after 4 hours, please contact the First Nations Connect team on 1800 444 403 or visit your nearest Telstra store for more help.
Customer assistance questions
All parcels from Telstra must be delivered to a home address. If your home address cannot be located, we won’t be able to send you a parcel by post.
Please call the First Nations Connect team on 1800 444 403 so we can find the best way to assist you.
You can also visit our online support pages to find out more about Low Income and Financial Hardship Support.
Yes, you can. Call our First Nations Connect team on 1800 444 403 or visit Interpreter Services. We have access to approximately 50 different First Nations languages and dialects.
Quick links
First Nations homepage
All the different ways we work with First Nations communities.
Community engagement
We're working with First Nations communities to understand how they want to shape their own digital futures.
Careers
The latest career opportunities, why Telstra is a great place to work, and our strong First Nations Employees' network.