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How do I query a charge on my bill?

If you notice your bill has a charge you don't recognise, or you haven’t received a credit you were expecting in regards to:

  1. Late payment fees

  2. Fixed outages

  3. Excess data

  4. Excess calls

  5. Early termination charges

  6. International roaming

 

You can lodge a query via:

 

Our online tool

  1. Click or tap on the link to our online web form

  2. Enter your details

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

  4. You’ll then be asked 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.

  5. If you’re not eligible for a credit rebate, you’ll be advised accordingly. If you feel your request is still unresolved, you may wish to chat with a live chat agent for further assistance.

 

Your Telstra 24x7 My Account

  1. Sign in using your Telstra ID and password. If you don’t have a Telstra ID, you can register for one here.

  2. Select the account you wish to dispute.

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

 

Telstra 24x7 App

  1. Sign in using your Telstra ID and password. If you don’t have a Telstra ID, you can register for one here.

  2. Select the account you wish to dispute.

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

 

 

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