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)
In the past, Telstra may have sold you a phone plan you didn’t need, didn’t understand or couldn’t pay for. Since then, we’ve been helping with refunds or other assistance. Telstra will never ask you for money in relation to remediation claims. The current program will end 30 June 2026.
If you need assistance with this, please call 1800 444 403 before 30 June 2026. If you contact us after this date, the available options may be different.
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).
Our support programs can help with things like keeping your phone and internet connected if you find yourself in a difficult situation.
Depending on your level of urgency, we have flexible options that can help keep you connected.
Keeping you connected on a lower income.
We're here for you.
Supporting you through Sorry Business.
Get free and independent assistance from the National Debt Helpline's Financial Counsellors.
Monday to Friday 9:30am - 4:30pm AEST.
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:
You can find the Telstra pre-paid mobile plan options and recharge amounts here - Telstra Pre-Paid Plan Rates.
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.
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.
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.
