Manage my account

To change your name because of marriage, divorce, a name change by deed poll, or incorrect spelling, follow these steps:

• Fill out this Change of Name Request form
• Upload a copy of your updated primary ID in your new/correct name
• Upload a copy of your ID in your previous name

If you don’t have updated ID, please supply your change of name document (e.g. marriage, divorce, deed poll, birth certificate)
 

We understand that losing a loved one is often a difficult time, so we’re here to make cancelling or transferring their Telstra services as simple as possible. 

Who can notify us?

• The Executor, Trustee, or Administrator of the estate
• The deceased’s next of kin
• Power of attorney
• A lawyer or solicitor administering the will, or
• An authorised representative listed on the Telstra account 

How to notify us

• Phone 13 22 00 and when prompted say 'Bereavement support'
• Fill in the Bereavement Support Form and mail toreturn via:

Email –

thetelstrateam@online.telstra.com
(Please put ‘Bereavement Support’ in the subject line and attach a scanned copy of the completed form.)

Post –
Telstra Bereavement Support
Locked Bag 20026
Melbourne, VIC, 3001

• Visit your nearest Telstra store where we'll help you fill out the form, and submit it to our specialised team on your behalf.

When we receive the Bereavement Support Form, we'll reply with a confirmation letter or email. Once we’ve processedcompleted your request, we'll reply with a confirmation letter or email and send a final bill addressed to 'The Estate of...'.

Any services you identify for transfer will be migrated onto another account, including any existing value-added features associated with those services.

Transferring benefits

If one or more of the following benefits needs to be applied to, or removed from, the transferred service, call us on 13 22 00 and say 'Bereavement support' when prompted.

• Pensioner concession discount
• Medical Priority Assistance
• Bundled products and services

Notifying multiple organisations

The Australian Death Notification Services is working with Telstra and a number of other organisations to simplify the process of notifying multiple organisations that someone has passed away. Should you need to contact multiple organisations, you can choose to utilise this service: http://deathnotification.gov.au.

This link will take you to the Australian Death Notification Services website where you will be asked to provide further information. The information is then passed on to the selected organisations who will then guide you through the next steps.

Please note that this is only applicable if a death certificate has been issued in NSW, QLD, VIC, NT, WA, SA or TAS.

What if the user of a service has passed away?

If you are the account holder and someone that used a service on your account has passed, you can also use the Bereavement Support Form to cancel or transfer that service.

What if the account owner is critically ill or in palliative care?

We’re here to help, simply call us on 13 22 00 and say 'critical illness' or ‘palliative care’ when prompted.

Complete and sign a Change of Ownership or Transfer of Lease form. Once both parties have completed the form, your request will be processed within 7 business days of submission.

Due to COVID-19 impacts, we’re experiencing delays on some transfers. We apologise for the inconvenience.
More Coronavirus updates

• Print the form, sign by hand and return it to us, options are on each form
• If the new owner is a person or small business, use this printable form
  
• For transfers that involve an account managed Enterprise or Government entity as either the current and/or new owner, use this printable form
   

What type of customer am I? 

This handy guide will help you figure it out. 

How long does it take for the transfer to happen?

Most Change of Ownership takes up to 7 business days but this may vary depending on:

• The products being transferred
• Legibility and completeness of forms
• Number of services being transferred
• The type of transfer, eg: business to consumer
• The complexity of the order
   

How much does it cost to lodge a Change of Ownership?

There are no Change of Ownership fees for fixed, mobile and internet services. For business customers, there is a $44 connect fee for inbound services, freecall or priority numbers.

However, you may incur an Early Termination Charge (ETC). If services can stay on existing plans and contracts, you won’t receive an ETC. If the plan or contract can't be transferred due to eligibility or plans that are no longer available, then as the outgoing customer you may receive an ETC. Check your Early Termination Charges.
 

What if I can’t reach the ‘outgoing customer’ to complete the transfer form?

If you’re the incoming customer, you can still be connected but we’ll require additional information from you:

• For fixed voice and internet services, if you can provide proof of occupancy then we can still connect it in your name
• In all other cases, we’ll need a statutory declaration form from you which states that you have the authority from the outgoing customer for the service to be transferred to your name or business.

Tip: You can get statutory declarations from police stations and post offices. They need to be witnessed by an authorised witness such as a doctor, lawyer, Justice of the Peace or police officer.
 

Do services go offline during a Change of Ownership?

Mobile services may be unavailable for up to 2 hours during a transfer, but we’ll let you know in advance. Telstra business broadband services transferring to consumer plans can be unavailable for up to 5 days.
 

Will I need a new SIM card?

For some business to consumer transfers, you’ll need a new SIM. We’ll send one if you do.
 

What should I do if I require Priority Assist on the phone line I’m taking over?

Priority Assist is available to eligible consumer customers who have their fixed home service with Telstra or to small business customers who run their business from a residential address and are using a Telstra fixed phone service which is not provided through our Digital Office Technology range of plans. Priority Assist covers one fixed phone line only and doesn’t apply to internet or mobile services.

The Change of Ownership form includes fields where you can indicate that you require Priority Assist. If you’re not already registered for Priority Assist, you must also submit a Priority Assist application form, along with any required documentation, within 28 days of submission of the Change of Ownership form.
 

Do you have a more specific question?

Contact us and we’ll help you out.