How do I query a charge on my bill?

You can lodge a query if you notice your bill has a charge you don't recognise, or you haven’t received a credit you were expecting.

If you need help reading and understanding the charges, our bill explainer provides a guide that explains the charges you see.

If you are on a Telstra Upfront Mobile Plan, you can view upcoming monthly payment details in the My Telstra app.

You may have queries in regards to:

There are four ways to lodge a query:

Visit our online webform, sign in and follow the instructions:

Select the credit request type and the service your dispute or query relates to

Confirm your mobile number or email address so that we can notify you if your credit request is successful. If your request is approved, credits will be applied to your account within two business days

If you’re not eligible for a credit rebate, you’ll be advised accordingly. If you feel your request is still unresolved, you may contact us for further assistance
Sign in to My Telstra app using your Telstra ID. If you don’t have a Telstra ID, you can register for one here.

Sign in to My Telstra and select Payments in the bottom bar

Select the service you'd like to query

Under Manage your bills, select Query a bill and follow the prompts to complete your query
Sign in to Telstra 24x7 app using your Telstra ID. If you don’t have a Telstra ID, you can register for one here.

Select the account you wish to dispute

Select Query this bill and follow the prompts to complete your query
Sign in to My Telstra using your Telstra ID. If you don’t have a Telstra ID, you can register for one here.

Navigate to the Payments tab at the top of the screen and select the account you wish to disput.

Select Query this bill and follow the prompts to complete your query.

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