Payment assistance

Helping you when times are tough

If you're having trouble paying or your circumstances have changed, we can help.

Explore payment assistance options

We may be able to provide some relief to assist with your financial challenges.

Choose the help you need:

Payment assistance when you need it

Depending on your level of urgency, we have flexible options that could help keep you connected.

Our Payment Assistance Policy (PDF, 83KB) outlines information for you to consider before applying for payment assistance. We have additional languages and other versions available.

Need more time to pay?

If you're having difficulty paying, you can request an extension of up to 14 days. It's faster and easier when you sign in to My Telstra.

Don't have a Telstra ID? Use your contact details to verify your identity.

Change to a more affordable plan

You can review your monthly usage and change your plan any time during the month in My Telstra.

Review our concession offers

If you have a valid concession card, you could be eligible for a range of offers.

Help us understand your situation

You might feel overwhelmed, but there are options for you to consider. Complete the payment assistance application and we'll be in touch to discuss the best option for you.

When might you need our help?

If you're having trouble paying or your circumstances have changed, we can help keep you connected.  

Whether it's a short-term setback or something longer term, we understand payment difficulties can happen for different reasons. 

All Telstra customers have the right to ask for help if they are having problems paying their bill or invoice for any reason. The process for identifying a suitable arrangement is at no cost and can be tailored specifically for you. 

Whatever your situation, we will work with you to find a solution that is right for you.   

Telstra's payment assistance

We have a range of payment assistance options to help you, including giving you more time to pay, a tailored payment plan and other options, including those that can keep you connected.

Our Payment Assistance Policy (PDF, 83KB) outlines information for you to consider before applying for payment assistance.

How can you apply for payment assistance?

To apply, you can:

  • Request support online and we'll be in touch to discuss the best option for you. Apply for payment assistance.
  • Message us in My Telstra. Monday to Friday 7:30am – 9pm AEST; Saturday to Sunday 9am – 7pm AEST.
  • Call us on 13 22 00 and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.
  • Visit a Telstra store and speak to one of our team. Find your nearest store

Other support to help you

Financial counselling

You can visit the National Debt Helpline or talk to a Financial Counsellor from anywhere in Australia by calling 1800 007 007.

Complaints

If you're not happy with the outcome of your application for payment assistance with Telstra, you can lodge a complaint and we'll work to resolve it as soon as possible.

Telecommunications Industry Ombudsman (TIO) Complaints

You can raise a complaint with the TIO or call 1800 062 058.

Frequently asked questions

If you're struggling to keep up with your payments, you may need payment assistance. Whether it's a short-term set back or something longer term, we understand that payment difficulties can happen for many reasons, such as:

  • Change in circumstances
  • Loss of employment or unemployment
  • Personal or household illness
  • Low or reduced income
  • Impacted by disaster
  • Domestic or family violence
  • Family death
  • Bankruptcy or insolvency.

We take considerable care in assessing applications individually. 

To be eligible for support, you must:

  • be an active Telstra customer; and
  • have problems paying for your Telstra service. You may not be eligible for our payment assistance if we verify that you don't have an active account with Telstra. If you are not eligible for our support, we will contact you and let you know why.

Our priority is to keep you connected, get you back on track and make sure you feel you can meet your financial commitments. 

We'll only disconnect your Telstra services as a last resort. We'll send you written notices before this happens. The sooner you contact us, the sooner we can help you. Access our Payment Assistance Policy (PDF, 83KB) for more information.

Once you've completed the payment assistance application, we'll be in touch within seven business days to let you know the outcome of your application.

To view the progress of your application request, sign in to My Telstra

  1. Go to Profile
  2. Select New account activity
  3. Select in progress

You may no longer be eligible for help under an agreed payment assistance plan if: 

  • You fail to meet an obligation in your payment assistance plan, such as not making an agreed payment when it is due; and/or 
  • you don't make reasonable attempts to respond if we try to contact you about your payment assistance plan and the possibility of suspension or disconnection of your service; 
  • we genuinely believe you are unable or unwilling to pay your debts and we want to avoid you increasing the debt you owe us; or
  • you agree you won't be able to complete your payment assistance plan. 

Please contact us if your situation changes and you can no longer meet the obligations of your payment assistance plan or need more help.

Call 13 22 00 and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.

You can also email us at FinancialAssistance@team.telstra.com

At the conclusion of your payment assistance plan, we will send you confirmation advising that you will return to your usual service and plan conditions, including payment due dates.  

You can reach out to discuss extending the support if your circumstances have changed or if you still require assistance at that time. If you have previously received payment assistance, you can apply again at any time. 

Yes, you can request an online suspension of one or more services for up to 90 days. You'll receive a credit on your monthly bill for the time your service is suspended. Note: Not available on Upfront plans.

When you no longer need your service suspended, resume your service.

If you need payment assistance for energy services, call 13 22 00 and say 'energy'. Payment assistance for energy is handled differently to phone, internet and all other services. 

Need more help?

Message us

You can message us and we'll notify you when we respond. Monday to Friday 7:30am – 9pm AEST; Saturday to Sunday 9am – 7pm AEST.

Phone

Call us and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.

Request support online

Tell us more about your situation and we'll be in touch to discuss the best option for you.

Multilingual service

For assistance in languages other than English, call the Telstra Multilingual Service. Monday to Friday 8am – 6pm AEST.

Payment assistance when you need it

Depending on your level of urgency, we have flexible options that could help keep your business connected.

Our Payment Assistance Policy (PDF, 83KB) outlines information for you to consider before applying for payment assistance. We have additional languages and other versions available.

Need more time to pay?

If you're having difficulty paying, you can request an extension of up to 14 days. It's faster and easier when you sign in to My Telstra.

Don't have a Telstra ID? Use your contact details to verify your identity.

Prefer not to use My Telstra? Request a payment extension.

Change to a more affordable plan

You can review your monthly usage and change your plan any time during the month in My Telstra.

Help us understand your situation

You might feel overwhelmed, but there are options for you to consider. Complete the payment assistance application and we'll be in touch to discuss the best option for you.

When might you need our help?

If you're having trouble paying or your circumstances have changed, we can help keep you connected.  

Whether it's a short-term setback or something longer term, we understand payment difficulties can happen for different reasons. 

All Telstra customers have the right to ask for help if they are having problems paying their bill or invoice for any reason. The process for identifying a suitable arrangement is at no cost and can be tailored specifically for you. 

Whatever your situation, we will work with you to find a solution that is right for you. 

Telstra's payment assistance

We have a range of payment assistance options to help you, including giving you more time to pay, a tailored payment plan and other options, including those that can keep your business connected.

Our Payment Assistance Policy (PDF, 83KB) outlines information for you to consider before applying for payment assistance.

How can you apply for payment assistance?

To apply, you can:

  • Request support online and we'll be in touch to discuss the best option for you. Apply for payment assistance.
  • Message us in My Telstra. Monday to Friday 7:30am – 9pm AEST; Saturday to Sunday 9am – 7pm AEST.
  • Call us on 13 20 00 and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.
  • Visit a Telstra store and speak to one of our team. Find your nearest store
  • Account managed business customers: if you have an account manager call 13 22 53 (Monday to Friday 8am – 7pm AEST).

Other support to help you

Financial counselling

Business customers can visit the Small Business Debt Helpline or talk to a Financial Counsellor from anywhere in Australia by calling 1800 413 828.

Complaints

If you're not happy with the outcome of your application for payment assistance with Telstra, you can lodge a complaint and we'll work to resolve it as soon as possible.

Telecommunications Industry Ombudsman (TIO) Complaints

You can raise a complaint with the TIO or call 1800 062 058.

Frequently asked questions

If you're struggling to keep up with your payments, you may need payment assistance. Whether it's a short-term set back or something longer term, we understand that payment difficulties can happen for many reasons, such as:

  • Economic downturn
  • Loss of revenue
  • Employee turnover
  • Supply chain disruptions
  • Impacted by disaster
  • Cash flow gaps
  • Bankruptcy or insolvency.

If you are a business customer or organisation, you may also be eligible for payment assistance. Please contact us to see how we can help.

If you are not eligible for our support, we will contact you and let you know why.

Our priority is to keep you connected, get you back on track and make sure you feel you can meet your financial commitments. 

We'll only disconnect your Telstra services as a last resort. We'll send you written notices before this happens. The sooner you contact us, the sooner we can help you. Access our Payment Assistance Policy (PDF, 83KB) for more information.

Once you've completed the payment assistance application, we'll be in touch within seven business days to let you know the outcome of your application.

To view the progress of your application request, sign in to My Telstra

  1. Go to Profile
  2. Select New account activity
  3. Select in progress

You may no longer be eligible for help under an agreed payment assistance plan if: 

  • You fail to meet an obligation in your payment assistance plan, such as not making an agreed payment when it is due; and/or 
  • you don't make reasonable attempts to respond if we try to contact you about your payment assistance plan and the possibility of suspension or disconnection of your service; 
  • we genuinely believe you are unable or unwilling to pay your debts and we want to avoid you increasing the debt you owe us; or
  • you agree you won't be able to complete your payment assistance plan. 

Please contact us if your situation changes and you can no longer meet the obligations of your payment assistance plan or need more help.

Call 13 20 00 and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.

At the conclusion of your payment assistance plan, we will send you confirmation advising that you will return to your usual service and plan conditions, including payment due dates.  

You can reach out to discuss extending the support if your circumstances have changed or if you still require assistance at that time. If you have previously received payment assistance, you can apply again at any time. 

Yes, you can request an online suspension of one or more services for up to 90 days. You'll receive a credit on your monthly bill for the time your service is suspended. Note: Not available on Upfront plans.

When you no longer need your service suspended, resume your service.

Need more help?

Message us

You can message us and we'll notify you when we respond. Monday to Friday 7:30am – 9pm AEST; Saturday to Sunday 9am – 7pm AEST.

Phone

Call us and say 'payment assistance' between Monday to Friday 8am – 6:30pm AEST.

Request support online

Tell us more about your situation and we'll be in touch to discuss the best option for you.

Multilingual service

For assistance in languages other than English, call the Telstra Multilingual Service. Monday to Friday 8am – 6pm AEST.

Energy

Telstra Energy provides electricity to residential customers in New South Wales, South Australia, South East Queensland and Victoria. The electricity financial assistance offered can vary by state.

Where to get help

Life support

When you, or someone at your property requires life support, you need to let us know. You can call or email us directly.

Concessions and rebates

Federal and state governments offer concessions and rebates for eligible electricity and gas customers. We'll make sure eligible concessions and rebates are applied to your account. We'll also make sure you are on the best energy plan we can provide. 

Energy efficiency tips

Being more energy efficient around your home may help you save money on your energy bills.

Frequently asked questions

A payment deferral allows you to 'defer' the payment of one invoice. For example, if you're having an expensive month, you can put off paying your electricity bill until the following month. Your next bill will have the combined charges for last month and the current month.

If you need extra time to pay your electricity bill, you can request a few days extension as long as the new payment date is before the next invoice is issued.

Call us on 13 22 00 and say 'Energy' and we'll help you set up an Energy payment plan. 

When you have unpaid bills, we can help you out with payment plans and some other options, depending on your location and specific circumstances. 

Call us on 13 22 00 and say 'Energy' and we can chat about your options. 

If you have multiple properties with energy services and unpaid bills, you will need a separate payment plan per eligible service at each of these properties. For example, you could have a payment plan for electricity at one property and a different payment plan at another property.

Get in touch

Your privacy matters to us. Our team may need to ask you a few questions and for some supporting documentation.

Call us directly

Call 13 22 00 and say 'Energy' to speak to the energy team for specialised support.

Multilingual service

For assistance in languages other than English, call the Telstra Multilingual Service. Monday to Friday 8am – 6pm AEST.

Complaints

Make an Energy specific complaint to our specialised support team.

Consider if additional support is right for you

If you're experiencing more serious financial difficulties, you may wish to seek free and independent advice from a community financial counsellor. You may also be eligible for government support.

Connecting you to the right help

Australian Government – Service Australia

Australian Government support

If you've lost your income, you may be eligible for a range of government support offered by the Australian Government through Services Australia.

moneysmart.gov.au

MoneySmart

MoneySmart offer free, independent guidance so you can make the most of your money.

Need advice about your business?

Want to have your say

Telecommunications Industry Ombudsman

Telecommunications Industry Ombudsman

Free, fair and independent help for phone and internet inquiries.

Telstra supporting you in other ways

Domestic & family violence

We can help you stay safely connected and provide access to the support you need. If you're in immediate danger call 000.

View domestic & family violence assistance policy (PDF, 61KB)

Access for everyone

Access to communication is vital so we provide services for people doing it tough partnering with over 2000 community agencies across Australia.

When someone dies

We're here to help you take care of your loved one's account in the event of a death or critical illness. 

Disaster support

When Australians face disaster, we're here to help keep you connected. We offer immediate support during a disaster and support during your disaster recovery.

Other helpful resources

Beyond Blue

Beyond Blue

Counsellors available to hear what you have to say and point you in the right direction for the help you need.

Lifeline

Lifeline

This is a national charity providing all Australians experiencing emotional distress with access to 24 hour crisis support and suicide prevention services.