Apply for payment assistance

Help us understand your situation and we'll be in touch to discuss the best option for you.

Need help with your application?

Our Payment Assistance Policy (PDF, 105KB) outlines information for you to consider before applying for payment assistance. You can also visit our Payment Assistance page to explore more options.

Check your eligibility

Who to contact

You'll need to contact us using one of the methods below if you're an authorised contact applying on behalf of the account owner, or if you need immediate support:

  • Message us in My Telstra. Monday to Sunday 7:30am – 12am (Midnight) AEST.
  • Call us and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.
    • For personal account, call 13 20 00 
    • For business account, call 13 22 00  
  • Visit us in store. Find your nearest store. 

Are you in immediate danger or need help right now? Call 000

There are ways we can help victim-survivors of  domestic or family violence, and we also have a specialist team you can contact on 1800 452 566.

Not the account owner? Contact us.

You'll need to contact us if you're applying on behalf of the account owner.

 

 

Let's proceed and complete the application

Some of your details have already been added, you'll just need to fill in the rest.

All fields are mandatory unless marked as optional.

Your account details

Required field. Invalid field.

Required field. Invalid field.

Please enter date in dd/mm/yyyy
This number must appear on your Telstra account

Required field. Phone numbers begin with 0 and be 10 digits in length Invalid entry. Phone numbers begin with 0 and be 10 digits in length

Check your contact details are correct in My Telstra.

Required field.

Invalid field.

Do you require assistance for a personal or business account? Required field. Required field.
Choose and enter your Australian business registration number (ABN, ARBN or ACN): Required field. Required field.

Required field. Invalid length. Australian Business Number must be 11 digits long.

Required field. Invalid length. Australian Registered Body Number must be 9 digits long.

Required field. Invalid length. Australian Company Number must be 9 digits long.

Choose and enter your Australian business registration number (ABN, ARBN or ACN): Required field. Required field.

Required field. Invalid length. Australian Business Number must be 11 digits long.

Required field. Invalid length. Australian Registered Body Number must be 9 digits long.

Required field. Invalid length. Australian Company Number must be 9 digits long.

Required field.

Let us know a safe time and contact number to call you on:

This must be an Australian mobile or home phone number

Invalid entry. Contact number must be at least 10 digits. Invalid entry. Contact number must be at least 6 digits.

Required field. Enter a contact time Invalid field.

Please type in your reason if it does not match any of those listed.

Required field. Invalid field

Do you require assistance for longer than 3 months? Required field. Required field.

We have a range of self-serve options that may help. 

Required field.

Required field. Invalid field.

Invalid field

Not the account owner? Contact us

You'll need to contact us if you're applying on behalf of the account owner

Message us

We’ve encountered an issue

Sign in using another Telstra ID or contact us to apply for payment assistance.

Message us

Before you start

You'll need your Telstra ID. Don't have one? Gather your account details before you create your Telstra ID.

Required field.

You are continuing as guest.

You are submitting this form on behalf of someone else.

Representative details

Note: Before you submit this application on behalf of the customer, you’ll need to be listed on the customer’s account or provide us with the required documentation if you’re a third party. If you’re a Financial Counsellor, you’ll need to provide us with an Authority to Act.

Required field.

Required field. Invalid field.

Required field. Invalid field.

This must be an Australian mobile or home phone number.

Required field. Invalid entry. Contact number must be 10 digits.

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

Sending information...