Giving another person access to your account

To add and manage account contacts, sign in to My Telstra:

1. Go to Profile
2. Under Security settings, select Account contacts.

• Must be at least 18 years old for post-paid mobile phone accounts and 16 years old for home or business phone accounts
• Is the person whose name the account and services are in
• Can access and view the whole account (including all services) when logged in via online tools (such as in My Telstra app and My Telstra in a browser)   
• Can view and modify their own ID, address and contact details     
• Request access to personal information on your account
• Can add and remove people as a Full Authority, Limited Authority or Third Party Authority contact.
• View the full names of authorised contacts on your account.

To add someone as a Full Authority contact, they:

• Must be at least 18 years old
• Can only be appointed by the Account Owner or Third Party Authority listed on the account.

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

• Access and view your whole account (including all services) when logged in via online tools (such as the My Telstra app and My Telstra in a browser) 
• View and modify their own ID, address and contact details
• Add and remove Limited Authority authorised contacts 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). 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.

To add someone as a Limited Authority contact, they:

• Must be at least 18 years old
• Can only be appointed by the Account Owner, a Full Authority, or a Third Party Authority listed on the account.

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

• Access and view your whole account (including all services) when logged in via online tools (such as the My Telstra app and My Telstra in a browser) 
• View and modify their own ID, address and contact details
• 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.

A Third Party Authority contact can be a power of attorney, trustee, guardianship, administrator, legal representative or an executor of estate.

The authorised person:

• Must be at least 18 years old
• Will have the same permissions as the Account Owner contact except they won't have access to view your account via online tools such as My Telstra app and My Telstra in a browser.)
• Must provide us with a certified copy of documents that confirm their position. The three most common types of documents are:
  • Enduring power of attorney – financial;
  • General power of attorney; or
  • Certificate of guardianship.

The certified copy of the document can be sent to us by you or the proposed Third Party Authority via:

• 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
  • Regardless of the Third Party type requested, please address the subject line as Public Trustee. 
  • You must include a certified copy of the document and the: 
    • Account Owner's: 
      • Full name 
      • Service number and/or account number 
      • Date of birth   
      • Address  
    • Third Party Authority's:  
      • Full name 
      • Date of birth  
      • Contact mobile number 
      • Contact email address.

If you want to add a Third Party Authority to manage your account with a Power of Attorney, visit us in store to make this request.

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

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

If you add someone as a Third Party Authority 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). 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 Full Authority, 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.

This is a security measure to make sure your contacts are up to date so that only people you have authorised can 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 contacts or re-add expired contacts on your account in My Telstra.

Please note that 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.

You can also have an advocate to speak on your behalf with your consent when you are present. An advocate can't act on your behalf or access your account or information without you being present. 

Advocates may include:

• Financial Counsellor
• Multilingual Interpreter
• Indigenous Representative
• Disability Representative