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As an  account holder, you can authorise another person/s to access your Telstra account, by adding them as a contact.

  • To add another person to your account as a contact, contact us with that person’s full name, contact number and date of birth
  • Once we’ve added them, we’ll send you an email verification.

 

What you need to know:

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 grant them access until the details are corrected.

How much access do you want them to have?

We’ve set up a process that lets you choose who you authorise to access your account, and how much they can do with that access.

As the Account Holder, you can give full authority or limited authority to another person.

Alternatively a third party authority such as Power of Attorney can be added to your account with appropriate documentation.

 

Full Authority

To be added as a full authority, a person:

  • Must be at least 18 years old
  • Can only be appointed by the Account Holder (Legal Lessee)
  • Isn't financially liable for the costs and debts incurred on the account holder’s account (unless there's some other legal, contractual, or familial relationship which states otherwise)
  • Can access and view your whole account via online tools (24/7, My Account)

More information when adding an authority:

You can’t add a Full Authority until six months after your account is established.

Limited Authority

To be added as a limited authority, a person:

  • Must be at least 18 years old
  • Can only be appointed by the Account Holder (Legal Lessee) OR a Full Authority Contact listed on your account
  • Isn't financially liable for the costs and debts incurred on the account holder’s account (unless there's some other legal, contractual, or familial relationship which states otherwise)
  • Can access and view your whole account via online tools (24/7, My Account)

Third Party Authority

A Power of Attorney, Guardianship, Trustee, Administrator or Legal Representative, Executor of Estate, 

The authorised person:

  • Must be at least 18 years old
  • Has the same permissions  as a Full Authority
  • Must provide us with documents that confirm their position.

 

Third Party Documents

The 3 most common types of document are:

  • Enduring Power of Attorney – Financial;
  • General Power of Attorney; or
  • Certificate of guardianship.

How to send documents to us

By mail:

Customer Support

Correspondence Team - Trustee/Guardian

Locked Bag 20026

Melbourne 3001

By fax: 1300 556 737

By email: thetelstrateam@online.telstra.com

Please address the subject line Public Trustee (regardless of the Third party Contact type request)

What can the different levels of authority do?

Check out the table below to see what specific tasks can be done by each level of authorised contact:

 

 

 

Full Authority
Limited Authority
Asset User
  • Add New Services
  • Transfer ownership of services
  • Change Phone number
  • Disconnect a product or service
  • Move services
  • Replace SIM
  • Modify a service
  • Mobile Prepaid-Postpaid, Postpaid-Prepaid
  • Add and remove other contacts(not 3rd party)
  • Username and Password resets
  • Pay bills and make billing usage and other enquiries
  • Update Billing Account Details
  • Raise Faults and Complaints
  • Report and Suspend a device lost/stolen
  • Transition services to NBN
  • Disconnect a product or service(if no charges apply)
  • Modify services(if no additional charges apply)
  • Pay bills and make billing usage and other enquiries
  • Update Billing Account Details
  • Username and Password resets
  • Update Billing Account Details
  • Transition services to NBN (if no additional charges apply)
  • Report and Suspend a device lost/stolen
  • Raise a Complaint and Fault
  • Bill Payment
  • Billing usage enquiries for their own account only
  • Report and Suspend a device lost/stolen

 

 

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