Manage Your Account

Showing 9 articles

• Late payment fee

• What’s a monthly rental fee or charge

• Request a refund

• Received a bill for an unfamiliar service

• Updating your account online

• Manage your account

• Payment options

• Manage how you view your bill

• How to unlock my phone with a PUK code

• How do I manage my account online?

• How do I transfer my service?

• Steps for moving or setting up a new office

• What services could help me after I've moved?

• View your account balance

• View my unbilled activity online

• Set up bill notifications

• Set up email bill

• Request a payment extension

• Download your bill online

• Understanding the ACT Government Utilities Tax Charge

• Track mobile broadband usage

• Understanding your Telstra bill

• Managing your data

• My Telstra App for Business

• How to manage your data online

• Veritas Enterprise Vault.cloud™ FAQ's

• How to access old bills

• What happens when you disconnect a service

• How do I transfer or cancel an account in the event of a death?

• 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. 
   

  The latest Coronavirus updates for our customers

  Service disruption

  If you’re having trouble connecting to the network, you can check for planned works or possible service outages.

  Check for 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.

  Learn more

  Query my bill

  If you notice a change you don’t recognise, you can dispute it in My Telstra.

  Query my bill

  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.

  Download or open the app

  Download or open the My Telstra app

  Get help

  Tap on the Get help tab in the bottom bar

  Message us for a quick response

  Tap 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.

  Find out more

   

  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:

  Arabic	Korean
  Cantonese	Mandarin
  Greek	Spanish
  Indonesian	Vietnamese
  Italian

   

  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.