Account access permission

Can I give someone permission to access my account?

As an Account Owner, you can give others permission to access and manage your Telstra account and services. Simply choose the type of authority level you want your 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).

Levels of authority:

  • Account Owner
  • Full Authority
  • Limited Authority
  • Third Party Authority

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

Important

You must wait 6 months after opening an account to add authorised contacts to your account.

 

To add someone as an authorised contact, you can contact us, via voice or messaging, or use My Telstra. You need that person’s full name, phone number and date of birth. Once we’ve added them, we’ll send you an email verification. To protect your account, there's a 48-hour holding period before activating full authority contacts in My Telstra.

Important

Make sure the person's details are correct because when we need to verify that person’s identity, their details must be an exact match. If not, we won't be able to add them as an authorised contact until the details are corrected.

 

There are some limitations in terms of where different types of authorised contacts can transact on your account: 

  • In store – all authority levels can transact as per their permission levels listed below
  • Over the phone - all authority levels can transact as per their permission levels listed below
  • Online – only Account Owners can transact for now. We’re working on this, please watch this space
  • My Telstra – all authority levels can transact as per their permission levels listed below. 
     

  1. Open My Telstra and select Profile
  2. Select Security settings, then Account contacts
  3. Scroll down and select Add authorised contact
  4. Choose either Limited authority or Full authority and select Add
  5. Add your contact’s given name, family name, date of birth, mobile number and email address
  6. Select Enter residential address and enter their residential address in the search box
  7. To give your contact access to your account and services, select Confirm and add.

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Manage contacts with authority on your account in My Telstra:

  1. Select 'Security settings' from the profile screen. 
  2. Then select 'Account contacts'" to view the contacts who have authority on your account. 
  3. Select the contact you wish to manage. 
  4. Change their level of authority, remove them from your account, or re-authorise. 
  5. Follow the prompts.

You did it, stay connected with Telstra anytime.

  • Must be at least 18 years old
  • Is the person who’s name the account and services are in
  • Can access and view the whole account via online tools (such as My Telstra app and in a browser)
  • Can add and remove people as Full Authority, Limited Authority or Third Party Authority, and view their details
  • Can view and modify their own ID, address and contact details
Important

You must wait 6 months after opening an account to add other authority contacts to 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
     

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

  • View and modify their own ID, address and contact details
  • Access and view your whole account via online tools (such as My Telstra app and in a browser)
  • 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.
  • 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
  • Update billing method details on your account
  • 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 or a Full Authority contact listed on the account
     

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

  • Access and view your whole account via online tools (such as My Telstra in app and 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
  • Update billing method details on your account
  • 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, guardianship, trustee, administrator or legal representative, executor of estate.

The authorised person: 

  • Must be at least 18 years old
  • Will have the same permissions as a full authority contact (except that they won’t have access using online tools)
  • Must provide us with 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 documents can be sent to us by:

  • Mail
    Customer Support
    Correspondence Team - Trustee/Guardian
    Locked Bag 20026
    Melbourne VIC 3001
  • Fax to 1300 556 737
  • Email to thetelstrateam@online.telstra.com (please address the subject line as Public Trustee, regardless of the contact type request)
     

If you give someone third party authority permission to your account, they can:

  • Add new services
  • Transfer ownership of services
  • Change phone number
  • Disconnect a product or service
  • Move services
  • Replace SIM
  • Modify a service
  • Add and remove other contacts (not third party)
  • Pay bills and make billing usage and other enquiries
  • 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.

Important

Another safeguard we have in place to protect your personal information is to close your account and remove all your authorised contacts 13 months after the last active product or service is removed from your account.

You can read more about this in our Privacy Statement

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:

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