Bereavement support form

Losing a loved one is difficult, so we want to make managing their Telstra services as simple as possible.

We’re here to help you manage your loved one’s accounts and services during this difficult time. 

Please select an option

Required field.

This form lets the representative of the customer who has died, cancel or transfer their Telstra services.

If you are the account holder and someone that used a service on your account has passed away, you can also use this form to cancel or transfer that service. 

Part A – Who can represent the person who has died?

As a representative you’re not required to provide a copy of the death certificate, but you must be one of the following:

  • The Executor, Trustee, or Administrator of the estate;
  • Next of kin;
  • A lawyer or solicitor administering the will; or
  • An authorised representative listed on the Telstra account.

Part B – Service/s

In Part B, list all the service(s) to be cancelled or transferred. We will notify you on how to return leased Foxtel equipment to Foxtel directly, as this cannot be returned to Telstra stores or the address on this form.

Please note that we’re unable to refund any unused Pre-Paid mobile credits.

Part C – Transfer details

Please complete Part C to have any services from Part B transferred to the new account holder.

If services are being transferred to different people, please submit separate forms with only the information relevant to the incoming customer.

Identification – Mobile service/s only

If you haven’t been an existing Telstra customer for more than six months, you’ll need to provide at least 100 points of identification comprised of at least two of the below listed types of ID:

  • Australian passport
  • Driver license
  • Medicare card

All other forms of ID will need to be verified in-store.


All fields on this page are mandatory unless marked as optional

Due to cultural protocols you may wish not to provide the first name of the deceased. Please call our First Nations customer care team on 1800444403 who can assist you to continue with your bereavement request. This form requires ‘First name’ to be completed and processed online

Required field. Enter Given Name/s. Invalid field.

Required field. Please enter Family Name. Invalid field.

Please enter date in dd/mm/yyyy
Please enter date in dd/mm/yyyy

Required field.

Your 13 digit account number can be found on your Telstra bill.

Please enter Telstra account or service number. Invalid length. maximum field length is between 10 and 13 characters

Your/notifier details

All fields on this page are mandatory unless marked as optional 

 

Required field. Enter your given name/s. Invalid field.

Required field. Enter your family name. Invalid field.

Please enter date in dd/mm/yyyy
Do you have a service with us? If so, we can use it to identify you faster Required field. Please enter a selection Required field.
Foxtel ID is an 8-digit number.

Please enter Telstra account or service number. Invalid length. Account number must between 8 and 13 digits long.

This must be an Australian phone number.

Required field. Invalid entry. Contact number must be at least 6 digits.

If you select email we will need to call you once to verify your identity

Required. We need an email address to contact you. Invalid entry. Email must be in the format of "user@example.com".

Your preferred contact method Required field. Please enter a selection Required field.

Required field.

Confirming your authority to make changes on the account or services

To make changes on the account or services your relationship can be any one of the following:

  • A listed authorised representative on the  account of the person who has died
  • Next of kin
  • Executor, Trustee or Administrator of the estate
  • Lawyer or solicitor administering the Will 

Required field.

Accepted documents

Will or Grant of Representation (e.g. probate or letters of administration)

Accepted documents

Letter on letterhead;
Will or Grant of Representation

Accepted documents

Will or Grant of Representation;
or as per Next of Kin

Accepted documents

Will or Grant of Representation;
or as per Next of Kin

Action on the account

All fields on this page are mandatory unless marked as optional 

Tell us if you want to cancel all services or transfer ownership to a new owner Transfers may only be completed to one new or existing account Please make a selection Required field.

Enter phone number or ID for the service (home phone, mobile, internet, email addresses, Pre-Paid services, Foxtel)

Invalid entry. Email must be in the format of "user@example.com".

Transfer/Cancel Required field. Required field.
Include area code.

Invalid entry. Home phone number must begin with area code and be 10 digits.

Transfer/Cancel Required field. Required field.

Priority Assistance

Telstra offers a prioritised connection and fault repair for customers who may be at risk without access to a working home phone line. 

Do you or someone in your care or household have a diagnosed life-threatening medical condition or are life support dependant? Required field. Required field.

We’ll let you know if we need you to provide a Priority Assistance application form as part of the transfer of the home phone service 

Priority Assistance

Telstra offers a prioritised connection and fault repair for customers who may be at risk without access to a working home phone line. 

Do you or someone in your care or household have a diagnosed life-threatening medical conditionor are life support dependant? Required field. Required field.

We’ll let you know if we need you to provide a Priority Assistance application form as part of the transfer of the home phone service.

Invalid entry. Mobile number must begin with '04' and be 10 digits.

Transfer/Cancel Required field. Required field.

Invalid entry. Mobile number must begin with '04' and be 10 digits.

Transfer/Cancel Required field. Required field.
Would you like to add additional services? Required field. Required field.

List any additional services you have with us. Enter phone number or ID for the service (home phone, mobile, internet, email addresses, Pre-Paid services, Foxtel)

Invalid field.

Transfer/Cancel Required field. Required field.

Invalid field.

Transfer/Cancel Required field. Required field.

Invalid field.

Transfer/Cancel Required field. Required field.

Invalid field.

Transfer/Cancel Required field. Required field.

Invalid field.

Transfer/Cancel Required field. Required field.
Would you like a copy of the voicemail greeting of any of the services? All phone settings will reset to default, permanently deleting any voicemail greetings. Required field. Please enter a selection Required field.
What would you like to do with any Telstra Plus points left on the account? Telstra Plus is our program that rewards and recognises you for being with us. As a customer with a Telstra Plus membership, you can earn points based on your eligible spend. If transferring Telstra Plus points to an existing account – you must be registered for a Telstra ID. Required field. Required field.

Credit balance

Any remaining credit will be sent to the Estate of the deceased via cheque

Please enter the existing account number you would like to transfer the services and/or Telstra Plus points to

Invalid field.

Please enter email or postal address

Required field. Please enter email or postal address Invalid field.

Representative declaration

  • I am authorised to act on behalf of the person who has died
  • I request the changes indicated in this form to be made
  • I confirm the information provided in this form is true and correct
I confirm that as part of the bereavement process I would like to create a new account to transfer services to Required field. Required field.
Would you like a copy of the voicemail greeting of any of the services? All phone settings will reset to default, permanently deleting any voicemail greetings. Required field. Please enter a selection Required field.
What would you like to do with any Telstra Plus points left on the account? If transferring Telstra Plus points to an existing account – you must register for a Telstra ID Required field. Required field.
Please enter the existing account number you would like to transfer the Telstra Plus points to

Required field. Please enter the existing account number Invalid field.

Credit Balance

Any remaining credit balance will be sent to the Estate of the deceased via cheque 

Please enter email or postal address

Required field. Please enter email or postal address Invalid field.

Representative declaration

  • I am authorised to act on behalf of the person who has died
  • I request the changes indicated in this form to be made
  • I confirm the information provided in this form is true and correct

All fields on this page are mandatory unless marked as optional

Select the service or account type you are notifying us about Required field. Please enter a selection Required field.

Required field. Please enter your given name/s. Invalid field.

Required field. Please enter your family name. Invalid field.

Please enter date in dd/mm/yyyy
This must be an Australian phone number.

Required field. Please enter your contact number Invalid entry. Contact number must be at least 6 digits.

Required field. Please enter your email address Invalid entry. Email must be in the format of "user@example.com".

Identification

You'll need 100 points of ID, and that must include at least one form of primary ID. To make up your 100 points, you can use: One primary ID plus one or two forms of secondary id, or two primary ID's

List of ID Types and points:  

Required field.

Required field. Please enter license number Invalid field.

Your given name as it appears on your license

Required field. Please enter your given name. Invalid field.

Your middle name, as it appears on your license. If no name appears, enter -

Required field. Please enter your middle name or - Invalid field.

Your family name as it appears on your license

Required field. Please enter your family name. Invalid field.

Please enter date in dd/mm/yyyy

Required field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Please enter date in dd/mm/yyyy

Required field. Please enter passport number Invalid field.

Please enter date in dd/mm/yyyy
Your given name, as it appears on your passport.

Required field. Please enter your given name. Invalid field.

Your middle name, as it appears on your passport. If no name appears, enter -

Required field. Please enter your middle name or - Invalid field.

Your family name, as it appears on your passport.

Required field. Please enter your family name. Invalid field.

Your date of birth, as it appears on your passport

Required field.

Required field. Please enter license number Invalid field.

Your given name as it appears on your license

Required field. Please enter your given name. Invalid field.

Your middle name, as it appears on your license. If no name appears, enter -

Required field. Please enter your middle name or - Invalid field.

Your family name as it appears on your license

Required field. Please enter your family name. Invalid field.

Please enter date in dd/mm/yyyy

Required field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Please enter date in dd/mm/yyyy

Required field. Please enter passport number Invalid field.

Please enter date in dd/mm/yyyy
Your given name, as it appears on your passport.

Required field. Please enter your given name. Invalid field.

Your middle name, as it appears on your passport. If no name appears, enter -

Required field. Please enter your middle name or - Invalid field.

Your family name, as it appears on your passport.

Required field. Please enter your family name. Invalid field.

Your date of birth, as it appears on your passport

This form of identification must be validated in a Telstra shop. You may continue this form online if you have one of the below forms of ID available

  • Australian passport
  • Australian driver’s license
  • Australian learner’s permit
  • International passport with valid visa with expiry date beyond the contract expiry date

This form of identification must be validated in a Telstra shop. You may continue this form online if you have one of the below forms of ID available

  • Australian passport
  • Australian driver’s license
  • Australian learner’s permit
  • International passport with valid visa with expiry date beyond the contract expiry date

This form of identification must be validated in a Telstra shop. You may continue this form online if you have one of the below forms of ID available

  • Australian passport
  • Australian driver’s license
  • Australian learner’s permit
  • International passport with valid visa with expiry date beyond the contract expiry date
Australian Medicare number, 10 digits long

Required field. Please enter Medicare card number Invalid field.

Your individual reference number on their Medicare card, usually one of 1, 2, 3, 4, 5, or 6.

Required field. Please enter Medicare card individual reference number Invalid field.

Required field.

Please enter date in mm/yyyy
Please enter date in dd/mm/yyyy
Please enter date in dd/mm/yyyy

This form of identification must be validated in a Telstra shop. You may continue this form online if you have one of the below forms of ID available

  • Australian passport
  • Australian driver’s license
  • Australian learner’s permit
  • International passport with valid visa with expiry date beyond the contract expiry date

This form of identification must be validated in a Telstra shop. You may continue this form online if you have one of the below forms of ID available

  • Australian passport
  • Australian driver’s license
  • Australian learner’s permit
  • International passport with valid visa with expiry date beyond the contract expiry date

This form of identification must be validated in a Telstra shop. You may continue this form online if you have one of the below forms of ID available

  • Australian passport
  • Australian driver’s license
  • Australian learner’s permit
  • International passport with valid visa with expiry date beyond the contract expiry date
Residential status Required field. Please enter a selection Required field.
How would you like to receive your bills or tax invoices? For Upfront plans you’ll receive a tax invoice, for all other plans you’ll receive a bill. Please refer to the following for details, https://www.telstra.com.au/small-business/online-support/accounts-payments/fees-on-payment-methods. Required field. Required field.

Required field. Please enter your email address Invalid entry. Email must be in the format of "user@example.com".

Residential details

Your home address 

Required field. Please enter street address Invalid field.

Required field. Please enter suburb Invalid field.

Required field.

Required field. Please enter your postcode Invalid length. Postcode must be 4 digits long.

How long have you lived at this address?

Required field. Please enter time in years Invalid field.

Required field. Please enter time in months Invalid field.

Previous address

(required if years at current address is less than five years) 

Invalid field.

Invalid field.

Invalid length. Postcode must be 4 digits long.

How long did you live at this address?

Invalid field.

Invalid field.

For Upfront plans you’ll receive a tax invoice, for all other plans you’ll receive a bill. Please refer to our account payments page for further information. 

Your billing address

Required field. Please enter street address Invalid field.

Required field. Please enter suburb Invalid field.

Required field.

Required field. Please enter your postcode Invalid length. Postcode must be 4 digits long.

Residential details

Your home address
 

Address Where you live Required field. Please enter a selection Required field.

Your home address

Required field. Please enter street address Invalid field.

Required field. Please enter suburb Invalid field.

Required field.

Required field. Please enter your postcode Invalid length. Postcode must be 4 digits long.

How long have you lived at this address?

Required field. Please enter time in years Invalid field.

Required field. Please enter time in months Invalid field.

Previous address

(required if years at current address is less than five years) 

Invalid field.

Invalid field.

Invalid length. Postcode must be 4 digits long.

How long did you live at this address?

Invalid field.

Invalid field.

Your billing address

Required field. Please enter street address Invalid field.

Required field. Please enter suburb Invalid field.

Required field.

Required field. Please enter your postcode Invalid length. Postcode must be 4 digits long.

Residential details

Your home address 

Address Where you live Required field. Please enter a selection Required field.

Your home address

Required field. Please enter street address Invalid field.

Required field. Please enter suburb Invalid field.

Required field.

Required field. Please enter your postcode Invalid length. Postcode must be 4 digits long.

How long have you lived at this address? 

Required field. Please enter time in years Invalid field.

Required field. Please enter time in months Invalid field.

Previous address

(required if years at current address is less than five years) 

Invalid field.

Invalid field.

Invalid length. Postcode must be 4 digits long.

How long did you live at this address? 

Invalid field.

Invalid field.

Your billing address

Required field. Please enter street address Invalid field.

Required field. Please enter suburb Invalid field.

Required field.

Required field. Please enter your postcode Invalid length. Postcode must be 4 digits long.

Residential details

Your home address 

Address Where you live Required field. Please enter a selection Required field.

Your home address

Required field. Please enter street address Invalid field.

Required field. Please enter suburb Invalid field.

Required field.

Required field. Please enter your postcode Invalid length. Postcode must be 4 digits long.

How long have you lived at this address? 

Required field. Please enter time in years Invalid field.

Required field. Please enter time in months Invalid field.

Previous address

(required if years at current address is less than five years) 

Invalid field.

Invalid field.

Invalid length. Postcode must be 4 digits long.

How long did you live at this address? 

Invalid field.

Invalid field.

Employment details

Where do you receive your income from 

Required field.

Required field.

Required field. Please enter your current employer Invalid field.

This must be an Australian phone number.

Required field. Please enter your current employer's telephone number Invalid entry. Contact number must be at least 6 digits.

Length of employment

Required field. Please enter time in years Invalid field.

Required field. Please enter time in months Invalid field.

If current employment is less than five years

Invalid field.

This must be an Australian phone number.

Invalid entry. Contact number must be at least 6 digits.

Length of employment

Invalid field.

Invalid field.

Terms and conditions

  • The services listed above will be transferred as is along with any additional products attached to those services (e.g. Home Bundles, Entertainer Bundles, etc.), all services within the bundle will move to the New Owner.
  • Global Enterprise and business services will be listed in the White Pages after transfer. Consumer services will not be listed in the White Pages after transfer. The new owner may choose to change this and can discuss this with Telstra before the transfer is completed.
  • Priority Assist existing on fixed services will be removed when the service is transferred. new owners, refer to Section 6 for more information.
  • If the mobile service being transferred includes a leased device; the lease is transferred to the new owner.



Terms and conditions

  • I have reviewed the terms and conditions for the services listed in the transfer, as set out in our Customer Terms and Critical information Summary for those services.
  • I will be taking over the services listed above including any and all applicable service contracts and that the nominated services will be transferred to my account with the same structure and set up as they currently have, unless the plan is no longer available, in which case I consent to Telstra transferring the service to a reasonably comparable plan on standard pricing with no fixed term contract.
  • I understand that any corporate pricing agreements/contracts associated with the current owner’s account/s will not automatically be transferred over to me.
  • Should I wish to have the services transferred without an associated service contract, I will need to ask the current owner to cancel their contract prior to this Change of Ownership being submitted.
  • If this Transfer includes a StayConnected service, I understand that if the current owner has used both of their exchange/replacement rights for the current 12 month period, I may not be able to exchange or replace the device until the next anniversary of the StayConnected subscription. Similarly, if the current owner has exchanged or replaced their device once in the current period, I may only have one right remaining until the next anniversary.
  • Where applicable, I have read and agree to the relevant Telstra StayConnected Critical Information Statement. I agree to the terms and conditions for the relevant StayConnected service.



New business account owner details

Required field. Please enter your given name/s. Invalid field.

Required field. Please enter your family name. Invalid field.

Please enter date in dd/mm/yyyy

Required field. Please enter business name Invalid field.

Australian Business Number

Required field. Please enter ABN Invalid field.

Business address details

This must be a fixed address. Cannot be a PO Box 

Required field. Please enter street address Invalid field.

Required field. Please enter suburb Invalid field.

Required field.

Required field. Please enter your postcode Invalid field.

Business mailing address Required field. Required field.

Business mailing address details

Required field. Please enter street address Invalid field.

Required field. Please enter suburb Invalid field.

Required field.

Required field. Please enter your postcode Invalid field.

Identification

You'll need 100 points of ID, and that must include at least one form of primary ID. To make up your 100 points, you can use: One primary ID plus one or two forms of secondary id, or two primary ID's

List of ID Types and points:  

Required field.

Required field. Please enter license number Invalid field.

Your given name as it appears on your license

Required field. Please enter your given name. Invalid field.

Your middle name, as it appears on your license. If no name appears, enter -

Required field. Please enter your middle name or - Invalid field.

Your family name as it appears on your license

Required field. Please enter your family name. Invalid field.

Please enter date in dd/mm/yyyy

Required field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Please enter date in dd/mm/yyyy

Required field. Please enter passport number Invalid field.

Please enter date in dd/mm/yyyy
Your given name, as it appears on your passport.

Required field. Please enter your given name. Invalid field.

Your middle name, as it appears on your passport. If no name appears, enter -

Required field. Please enter your middle name or - Invalid field.

Your family name, as it appears on your passport.

Required field. Please enter your family name. Invalid field.

Your date of birth, as it appears on your passport

Required field.

Required field. Please enter license number Invalid field.

Your given name as it appears on your license

Required field. Please enter your given name. Invalid field.

Your middle name, as it appears on your license. If no name appears, enter -

Required field. Please enter your middle name or - Invalid field.

Your family name as it appears on your license

Required field. Please enter your family name. Invalid field.

Please enter date in dd/mm/yyyy

Required field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Required field. Please enter card number Invalid field.

Please enter date in dd/mm/yyyy

Required field. Please enter passport number Invalid field.

Please enter date in dd/mm/yyyy
Your given name, as it appears on your passport.

Required field. Please enter your given name. Invalid field.

Your middle name, as it appears on your passport. If no name appears, enter -

Required field. Please enter your middle name or - Invalid field.

Your family name, as it appears on your passport.

Required field. Please enter your family name. Invalid field.

Your date of birth, as it appears on your passport

This form of identification must be validated in a Telstra shop. You may continue this form online if you have one of the below forms of ID available

  • Australian passport
  • Australian driver’s license
  • Australian learner’s permit
  • International passport with valid visa with expiry date beyond the contract expiry date

This form of identification must be validated in a Telstra shop. You may continue this form online if you have one of the below forms of ID available

  • Australian passport
  • Australian driver’s license
  • Australian learner’s permit
  • International passport with valid visa with expiry date beyond the contract expiry date

This form of identification must be validated in a Telstra shop. You may continue this form online if you have one of the below forms of ID available

  • Australian passport
  • Australian driver’s license
  • Australian learner’s permit
  • International passport with valid visa with expiry date beyond the contract expiry date
Australian Medicare number, 10 digits long

Required field. Please enter Medicare card number Invalid field.

Your individual reference number on their Medicare card, usually one of 1, 2, 3, 4, 5, or 6.

Required field. Please enter Medicare card individual reference number Invalid field.

Required field.

Please enter date in mm/yyyy
Please enter date in dd/mm/yyyy
Please enter date in dd/mm/yyyy

This form of identification must be validated in a Telstra shop. You may continue this form online if you have one of the below forms of ID available

  • Australian passport
  • Australian driver’s license
  • Australian learner’s permit
  • International passport with valid visa with expiry date beyond the contract expiry date

This form of identification must be validated in a Telstra shop. You may continue this form online if you have one of the below forms of ID available

  • Australian passport
  • Australian driver’s license
  • Australian learner’s permit
  • International passport with valid visa with expiry date beyond the contract expiry date

This form of identification must be validated in a Telstra shop. You may continue this form online if you have one of the below forms of ID available

  • Australian passport
  • Australian driver’s license
  • Australian learner’s permit
  • International passport with valid visa with expiry date beyond the contract expiry date

Terms and conditions

  • The services listed above will be transferred as is along with any additional products attached to those services (e.g. Home Bundles, Entertainer Bundles, etc.), all services within the bundle will move to the New Owner.
  • Global Enterprise and business services will be listed in the White Pages after transfer. Consumer services will not be listed in the White Pages after transfer. The new owner may choose to change this and can discuss this with Telstra before the transfer is completed.
  • Priority Assist existing on fixed services will be removed when the service is transferred. new owners, refer to Section 6 for more information.
  • If the mobile service being transferred includes a leased device; the lease is transferred to the new owner.



Terms and conditions

  • I have reviewed the terms and conditions for the services listed in the transfer, as set out in our Customer Terms and Critical information Summary for those services.
  • I will be taking over the services listed above including any and all applicable service contracts and that the nominated services will be transferred to my account with the same structure and set up as they currently have, unless the plan is no longer available, in which case I consent to Telstra transferring the service to a reasonably comparable plan on standard pricing with no fixed term contract.
  • I understand that any corporate pricing agreements/contracts associated with the current owner’s account/s will not automatically be transferred over to me.
  • Should I wish to have the services transferred without an associated service contract, I will need to ask the current owner to cancel their contract prior to this Change of Ownership being submitted.
  • If this Transfer includes a StayConnected service, I understand that if the current owner has used both of their exchange/replacement rights for the current 12 month period, I may not be able to exchange or replace the device until the next anniversary of the StayConnected subscription. Similarly, if the current owner has exchanged or replaced their device once in the current period, I may only have one right remaining until the next anniversary.
  • Where applicable, I have read and agree to the relevant Telstra StayConnected Critical Information Statement. I agree to the terms and conditions for the relevant StayConnected service.



  • All of my eligible shareable services on my account will be changed to No Excess Data, which means that when I exceed my included data allowance in Australia my speeds will be slowed; and
  • Extra Data and Business Demand Data will be removed from these services. Acceptance of this request by Telstra is subject to Telstra’s ordinary credit approval process and that Telstra may, subject to the Privacy Act 1988:
  • verify my identifying information (such as my driver’s licence or passport) with the document issuer or official record holder; and
  • disclose information about me and this application (including information contained in any application for additional services and information about the conduct of my account) to a credit reporting body to obtain credit reporting information about me and to another credit provider or a debt collection agent to collect overdue payments relating to credit owed by me and to notify defaults by me to a credit reporting body; and
  • obtain and use information about my creditworthiness (including consumer credit reporting information or a commercial credit report) from a credit reporting body or other business that reports on creditworthiness or from a credit provider to assess any application for services or to collect any overdue payments

 

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