Apply for Payment Assistance

Take a few moments to fill out the form below, so we can better understand your situation. Once we’ve received your request, we will send you a written confirmation that includes a unique reference number.

We’ll assess your application as soon as we can and contact you within 7 business days to advise of the outcome of your request. We’ll update you if it’s taking longer than expected. You can also view a copy of our Payment Assistance Policy for more information.

If you’re unable to complete this form and would like assistance to make an application for payment assistance, we recommend:

  • Messaging us (Monday to Friday, 7:30am – 9pm AEST; Saturday to Sunday, 9am – 7pm AEST)
  • Call us and say 'payment assistance' (Monday to Friday 8am - 6:30pm AEST)
    • If you have a personal account: call 13 22 00
    • If you have a business account: call 13 20 00
  • Visit our Payment Assistance page.
  • 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.

Welcome, let us fill in some of your details

Because you've already signed in with your Telstra ID, when you open the form, we'll populate parts of the form so you can submit it faster.

All fields are mandatory unless marked optional

Customer details

Required field. Invalid field.

Required field. Invalid field.

Please enter date in dd/mm/yyyy

Required field.

This must be an Australian phone number.

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

This must be an Australian mobile number.

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

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

Please choose: You can either provide Telstra account number, Telstra phone number or both. Required field. Required field.
An account number is either 13 digits or 10 digits

An account number is either 13 digits or 10 digits Invalid field.

This must be an Australian phone number.

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

Do you require assistance for a personal or business account? Required field. Required field.
Please choose: 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.

Please choose: 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 ofself-serve options that may help.

Required field.

Required field. Invalid field.

Invalid field

Before you start

You’ll need to sign in with your Telstra ID to complete this form. If you haven’t already created a Telstra ID, you can do this in just a few steps. Remember to check your contact details are up to date in the My Telstra app, so we can get in touch with you about your application.

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...