Showing 9 articles
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Late payment fee
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What’s a monthly rental fee or charge
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Request a refund
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Received a bill for an unfamiliar service
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Updating your account online
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Manage your account
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Payment options
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Manage how you view your bill
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How to unlock my phone with a PUK code
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How do I manage my account online?
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How do I transfer my service?
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Steps for moving or setting up a new office
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What services could help me after I've moved?
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View your account balance
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View my unbilled activity online
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Set up bill notifications
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Set up email bill
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Request a payment extension
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Download your bill online
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Understanding the ACT Government Utilities Tax Charge
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Track mobile broadband usage
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Understanding your Telstra bill
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Managing your data
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My Telstra App for Business
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How to manage your data online
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Veritas Enterprise Vault.cloud™ FAQ's
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How to access old bills
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What happens when you disconnect a service
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How do I transfer or cancel an account in the event of a death?
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Making a complaint
It may take us longer than usual to take your call
Due to an increase in global containment measures, Telstra’s contact centre workforce has been reduced. This means there will be longer wait times for customers contacting us via phone or online messaging.
You can get help quickly and easily in the My Telstra app where you’ll be able to manage your services and payments, check for outages, track orders, get support and more. You can also visit our Support centre for FAQs.
Thanks for your patience as we work through this.
Service disruption
If you’re having trouble connecting to the network, you can check for planned works or possible service outages.
Bill assistance
If a bill comes in and it's going to be hard to pay, we can help. We offer flexible payment options if you're experiencing difficulties.
Query my bill
If you notice a charge you don't recognise, you can dispute it in the My Telstra app or in Telstra 24x7 My Account.
Lodge a complaint in the My Telstra app
While we strive to deliver world-class service to our customers, we aren’t perfect and understand that at times we get things wrong. If you’d like to lodge a complaint, messaging us in the My Telstra app is the best and quickest way to get a response.Get helpTap on the Get help tab in the bottom bar
Message us for a quick responseTap the blue speech bubble to send us a message
If you’re unable to use the app, you can lodge your complaint in one of the following ways:
- Use our online form
- Post your complaint letter to:
Telstra Complaints
Locked Bag 20026
Melbourne VIC 3001- Fax your complaint to 1800 753 949
- Contact us on 13 20 00
What happens next?
When you lodge a complaint, our complaints handling process ensures that your issue is acknowledged, reviewed and resolved in a timely manner.
Further Information
You can read more about our complaints handling procedure in our complaints handling process document.
The document is also available in the following languages:
Stop Telstra telemarketing calls
If you do not want to receive Telstra telemarketing calls, please call us on 1800 039 059 between 9am and 7pm EST Monday to Friday (excluding public holidays) to opt-out.
You can also obtain information about Telstra’s opt-out process on this number.
If you are receiving unsolicited marketing calls from other companies and you would like to explore your options for reducing these, please look into the Do Not Call Register.
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