The following connection charges apply to connect your Basic Telephone Service                               

If one of our suppliers raises its prices in the future, this may result in the cost of your service increasing. We will let you know before this happens.

Changes to your plan

From time to time we may make changes to your plan, including price and inclusions, or we may move you to a new plan (which may cost more). With no lock-in, you can change your plan once a month or leave. If you leave, just pay out your device, accessories or services in full. If we change your plan or move you to a new plan:

(a) We’ll give you at least 30 days’ notice before making changes or automatically moving you to the closest available plan.

(b) If you don’t like the changes or the new plan, you can choose a new plan (once a month) or cancel your plan. If you cancel your plan, you’ll need to pay out the remaining cost of your devices, accessories or services in full.

Cancelling your plan

There are no early termination charges for this plan.

You can move to another Telstra Business plan free of charge – there is no early termination charge on this plan but you'll need to pay charges you owe up to the point of cancellation

Once we’ve accepted your application we’ll try to connect your Basic Telephone Service on the date you ask for but this might not always be possible.

If there has been a previous working phone service at your premises and we can reconnect it without having to visit your premises, the local telephone exchange or anywhere in between then we aim to connect the service within 2 working days of your request. If this is not possible then we aim to connect your service within 5 to 15 working days, depending on your location.

Register for Online Bill to view your bills online 24 hours a day, 7 days a week. With Online Bill Reporting, you’ll be able to organise and check your billing information – great for budgeting and end of financial year reporting. To register, go to telstra.com/business/billing

The pricing in this Critical Information Summary is for a full billing cycle but your first bill may include pro rata charges for part of the month if you started or changed your plan part way through a billing period. 

• Direct Debit is our preferred payment method, you can set it up anytime at telstra.com/directdebit
• Electronic payments – Free
• Payments made in person or by cheque – Extra $2.50 (some exemptions apply)
• Paperless bills are free. A paper bill can be issued for $2.20 per copy sent (some exemptions apply)
  • Paper bills are issued unless you set up paperless billing. Set up Email Bill at telstra.com/emailbill or for more information on your billing options visit telstra.com/fees-on-payment-methods

If the nbn network comes to your area and you wish to transfer to the nbn network with Telstra, we’ll take responsibility for managing your transfer to this new network. To do this, we’ll need your agreement and help to access your premises, and we’ll talk with you about installation requirements. We’ll work with you to make this as simple as possible. If you are moving your service(s) to Telstra then you should not request your legacy service(s) to be disconnected from your current provider until you have assurred yourself that your nbn service is operational.

If you don’t want to transfer to the nbn network, we’ll continue to provide your service up until we’re required to disconnect it as part of the migration to the nbn network. At this time we will cancel your services and no ETC will be charged. We’ll let you know the details before any changes happen.

If you have questions about your bill, technical support service or connection, please call us on 13 2000 or 133 677 (TTY). 

Complaints or disputes 

If you need to make a complaint you can:

• call 13 2000 and say “complaint”
• call your Account Representative if you have one.
• visit telstra.com/business/complaints

Further investigation 

If we can’t resolve your complaint to your satisfaction, you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058. For full contact information go online at tio.com.au/about-us/contact-us

This is a summary only. The full legal terms for this plan are available at telstra.com/customer-terms

As you may already be aware, as part of a corporate restructure, your account and services will be transferred internally within the Telstra Group from Telstra Corporation Limited to Telstra Limited.  This won’t impact your account or services or how you contact us, and there’s nothing you need to do.  This change will take place on 1 January 2023. For updates on the restructure and more information or to contact us about this change, visit telstra.com/telstralegalrestructure. This message is from Telstra Corporation Limited and Telstra Limited.