Give another person access to your account

As the Account Owner you can give another person permission to access and manage your account. You can choose from different levels of authority, and you can update or remove them at any time. Find out who is eligible, how to add them and what they can do.

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    What are the levels of authority

    Choose a tab to learn about each authority level, how to add them and what they can do.

    Who can be the Account Owner;

    Must be:

    • the person whose name the account is in
    • at least 18 years old for Upfront Mobile, Internet plans and services
    • at least 16 years old for standalone home phone or business phone services
    • at least 10 years old for Pre-Paid mobile and data plans.
       

    What you can do:

    • View and modify all services on the whole account (including updates to Directory Listing preferences) when logged in via My Telstra
    • View and modify your own ID, address and contact details
    • Request access to personal information on your account
    • Add and remove people as a Full Authority, Limited Authority or Third Party Authority
    • View the full names of authorised contacts on the account.
    Important

    When you add an authorised contact to your account, you remain responsible for any costs and debts incurred by them on your account.

    Who you can give access to:

    As an Account Owner, you can give others permission to access and manage your Telstra account and services.

    • You can choose the type of authority level you want each authorised contact to have
    • You can update or remove them at any time 
    • You can nominate an authorised contact to contact us on your behalf (please make sure you give us permission to speak with them before they contact us)
    • You can have an advocate speak on your behalf with your consent when you are present.
    Good to know

    You must wait six months after opening an account to add a Full Authority to your account. If you don't revalidate your authorised contacts within 24 months, they will lose permission to access and manage your Telstra accounts and services.

    How you add an authorised contact

    You can sign in to My Telstra:
    • Go to Profile
    • Under Security settings, select Account contacts
    • Select Add authorised contact.

    Alternatively, you can contact us.

    Important

    To protect your account against potential fraud, it can take up to two days to add a new Full Authority contact in My Telstra.

    Information you need to provide about the authorised contact

    To help us authenticate the contact you'd like to give Limited or Full Authority access to, you'll need to provide their contact details including:

    • Given names and family name
    • Date of birth
    • Mobile number 
    • Email address
    • Physical address.

    Once your request is successful, we'll send you a notification confirming your request.

    Important

    You'll need to confirm the contact details are correct before adding a new authorised contact. If their contact details are not an exact match, we won't be able to authenticate the new authorised contact until the details are corrected.

    You can add a Third Party authority in multiple ways:
    • Visit a store: Add a Third Party Authority using a Power of Attorney document.
    • Mail to:
      Customer Support
      Correspondence Team - Trustee/Guardian
      Locked Bag 20026
      Melbourne VIC 3001
    • Fax to: 1300 556 737
    • Email to: thetelstrateam@online.telstra.com

    Note: Regardless of the Third Party Authority type requested, please address the subject line as Public Trustee.
     

    Information you need to provide about the authorised contact
    • You or the proposed Third Party Authority must provide us with a certified copy of documents that confirms their authority to act on your behalf. The three most common types of documents are:
      • Enduring power of attorney – financial
      • General power of attorney
      • Certificate of guardianship or administration orders
    • We also need the: 
      • Account Owner's: 
        • Given names and family name
        • Service number and/or account number
        • Date of birth
        • Email address
        • Physical address
      • Third Party Authority's:
        • Given names and family name
        • Contact mobile number
        • Date of birth
        • Contact email address
        • Physical address

    We will be in contact with you usually within 14 working days, to confirm that your request to add a Third Party Authority has been completed.

    Good to know

    You can visit us in store or call us on the phone to remove an existing Third Party Authority.

    Who can be a Full Authority:

    • Must be at least 18 years old
    • Can only be appointed by the Account Owner or a Third Party Authority  on the account
    • This might be your partner, sibling or next of kin.
    Good to know

    The Account Owner remains responsible for the costs and debts incurred by the Full Authority on their account.

    What they can do:

    As a Full Authority, they have permission to do the following on your account:

    • View and modify all services on the whole account (including updates to Directory Listing preferences) when logged in via online tools (such as in the My Telstra app and My Telstra in a browser)
    • View and modify their own ID, address and contact details
    • Request access to personal information on your account
    • Add and remove Limited Authority authorised contacts on your account
    • Purchase new services, devices and/or accessories via Chat now, in store or over the phone. In order for them to make that purchase, we may conduct a credit check to confirm your ability to meet the financial commitments associated with that purchase. This may include giving your personal information to, and obtaining information about your credit worthiness from, a credit reporting body, and we may disclose your personal and credit information to third party service providers (including debt collection agents). Please note that we do not require your consent to do this. You’ll find our Credit Reporting Policy on Credit Information page, including details about the credit reporting bodies and organisations we deal with
    • Change your plan(s)
    • Transfer ownership of your services
    • Change your phone number
    • Activate and disconnect a product or service on your account
    • Move your services
    • Replace a SIM for a service on your account
    • Modify a service on your account
    • Add and remove people as Limited Authority
    • Pay bills and make billing usage and other enquiries
    • Raise faults and complaints
    • Reschedule an appointment and/or connection date
    • Report and suspend a lost/stolen device
    • Transition your existing services to the nbn® network.
       

    How they can contact us:

    If you make someone a Full Authority on your account, they can contact Telstra in multiple ways and transact according to their permission level, including by:

    Note: Currently, only Account Owners can transact by signing in to My Telstra in a browser.

    Important

    Notify others using a service on your account that limited personal information relating to their use will be accessible to any Full Authority or Limited Authority on the account.

    Who can be a Limited Authority:

    • Must be at least 18 years old
    • Can only be appointed by the Account Owner, Full Authority or Third Party Authority on the account
    • This might be your partner, sibling or next of kin.
       

    What they can do:

    As a Limited Authority, they have permission to do the following on your account:

    • View and access all services on the whole account (including updates to Directory Listing preferences) when logged in via online tools (such as in the My Telstra app and My Telstra in a browser)
    • View and modify their own ID, address and contact details
    • Request access to personal information on your account
    • Disconnect a product or service on your account (if no charges apply)
    • Modify services on your account (if no additional charges apply)
    • Pay bills and make billing usage and other enquiries
    • Transition your existing services to the nbn® network (if no additional charges apply)
    • Report and suspend a lost/stolen device.
       

    How they can contact us:

    If you make someone a Limited Authority on your account, they can contact Telstra in multiple ways and transact according to their permission level, including by:

    Note: Currently, only Account Owners can transact by signing in to My Telstra in a browser.

    Important

    Notify others using a service on your account that limited personal information relating to their use will be accessible to any Full Authority or Limited Authority on the account.

    Who can be a Third Party Authority:

    • Must be at least 18 years old
    • This might be a power of attorney, trustee, guardian, administrator, legal representative or an executor of an estate.
       

    What they can do:

    • As a Third Party Authority, they will have the same permissions as the Account Owner contact, except they won't be able to view or access the account via online tools such as the My Telstra app and My Telstra in a browser
       

    If a Third Party Authority is added to your account, and they are permitted to under the terms of their appointment, they can do the following on your account:

    • Purchase new services, devices and/or accessories. In order for them to make that purchase, we may conduct a credit check to confirm your ability to meet the financial commitments associated with that purchase. This may include giving your personal information to, and obtaining information about your credit worthiness from, a credit reporting body, and we may disclose your personal and credit information to third party service providers (including debt collection agents). Please note that we do not require your consent to do this. You'll find our Credit Reporting Policy on our Credit Information page, including details about the credit reporting bodies and organisations we deal with
    • Transfer ownership of services
    • Change phone number
    • Disconnect a product or service
    • Move services
    • Replace SIM
    • Modify a service
    • Add and remove people as a Full Authority or Limited Authority
    • Pay bills and make billing usage and other enquiries
    • Request access to personal information on your account if approved by the Account Owner
    • Update billing account details
    • Raise faults and complaints
    • Report and suspend a lost/stolen device
    • Transition your existing services to the nbn® network.
       

    How they can contact us:

    If a Third Party Authority is added to your account, they can contact Telstra in multiple ways and transact according to their permission level and authority, including by:

    • Visiting a store
    • Calling us

    Frequently asked questions

    You can have an advocate speak to us on your behalf with your consent when you are present.

    Advocates may include:

    Important

    An advocate can't act on your behalf or access your account or information without you being present.

    This is a security measure to make sure your authorised contacts are up to date so that only people you have authorised can continue to access and manage your Telstra accounts and services. 

    We will send you reminders to review and revalidate your authorised contacts before they expire.

    If you don't revalidate your authorised contacts within 24 months, they will lose permission to access and manage your Telstra accounts and services.

    As an Account Owner you can view, revalidate and remove existing authorised contacts or re-add expired authorised contacts on your account in My Telstra.

    A Third Party Authority who has been verified and added, will remain on your account until:

    • You (Account Owner) or the Third Party Authority requests to remove the Third Party Authority from the account
    • We are notified that you (Account Owner) is deceased, our bereavement process must then be followed.

    A safeguard we have in place to protect your account and personal information is to close your account and remove all authorised contacts 13 months after the last active product or service is removed from your account, unless there is a business reason for your account to remain open.

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