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.

You may have queries in regards to:

  • Your first and second bill
  • Your bill after you’ve changed or added a new service
  • Pro-rated charges
  • Late payment fees
  • Fixed outages
  • Excess data
  • Excess calls
  • Early termination charges
  • International roaming

There are four ways to lodge a query:

  • Online
  • My Telstra app
  • Telstra 24x7 app
  • Telstra 24x7 My Account

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