Accessing your data
How to access your personal phone records or metadata
As a part of our commitment to transparency, we are increasing the amount of data an individual can access from Telstra. In addition to the data that we currently hold on your personal account, you are now also able to access metadata we hold related to you that is also available to law enforcement agencies under a lawful request.
What data can you access?
The Telstra data that you, as an individual account holder can access includes your basic customer account information (such as your name, address, telephone number, e-mail address, IMEI/IMSI number and – if we have it - handset model) and other information that you can find on your Telstra bill, like who you called, and how long you spoke for. You can also access additional information, like the location of the cell tower that an outgoing call connected to when you made it.1 Individual account holders may also obtain a copy of their IPND (Integrated Public Number Database)7 record.
Because your data only relates to your use of Telstra services, it doesn’t include information like who called you or sent you an SMS.
Applying to access your data
Please note you can only apply to access your data if you’re a personal Telstra account holder. This facility is not available for business account holders.
How to apply
Only the account holder (legal lessee) can request data in this webform.
It’s good to first check through My Telstra and your bills to see if what you’re looking for can be found there.
Once we receive your request and verify your identity, we’ll acknowledge your request within five business days.
The request will be recorded in your account notes.
Click on the “View sample data” button below to confirm that you are ordering the correct information.
Cost (per service)
A fee to access your data may apply which is non-refundable and a quote to process the retrieval will be sent to you within five business days of receiving your request.
If you accept the quote you will be required to make a payment via the BPAY option listed on the tax invoice/quote. After we have received the payment, we will send you a confirmation email and commence the retrieval process. This may take up to 30 calendar days to be completed.
If you are suffering financial hardship, you can request that we waive the fee when we contact you about your request.
|Information request||Cost (per service)|
|Basic Customer Information||No cost|
|Customer interaction and account notes including faults summary||No cost|
|Billing information||No cost|
|Deletion or correction of personal information
|Basic IPND Record||No cost|
|Outgoing call and SMS details including cell tower coordinates
We do not keep audio logs of calls, or provide SMS content.
$25 (GST incl.)2
$40 per hour (GST incl.)
|Data sessions for mobile phones / mobile devices.||$25 (GST incl.)2|