What do I do if I’ve lost my mobile device or SIM card?

Call us as soon as possible on 13 22 00 or +61 439 125 109 (free call 24/7) if you’re overseas.

We’ll temporarily suspend your mobile service, so that it can’t:

• Receive or make calls
 
• Receive or send SMS
 
• Use mobile data

Can I get calls redirected?

Yes – we can send all your incoming calls to another number. SMS can’t be redirected.

How do I get a new SIM?

We can arrange a replacement SIM card when you call us, or you can visit a Telstra store.

Important legal rights called Consumer Guarantees

For products you buy from us, you also have legal rights known as Consumer Guarantees. This includes a guarantee that those products will be fit for purpose, safe, durable, acceptable in appearance and free from faults for a reasonable period of time having regard to factors like the type of product and its cost. Consumer guarantees apply regardless of any manufacturer’s warranty or Telstra policies and can apply even after the manufacturer’s warranty has ended.

You’re entitled to a solution if a product doesn’t meet a consumer guarantee. Where a product is faulty, the solution will depend on the type of fault and whether that fault is ‘major’. For more information about what constitutes a “major” fault, Consumer Guarantees and your return rights, please visit Faulty products – know your rights.

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