Is it really Telstra contacting you?
It’s important to understand how we contact you and when it might not be a call from us.
Take me to
At Telstra, we call our customers to review their accounts, inform them about new products and services, or let them know if their account is overdue.
Unfortunately, other companies or individuals sometimes call our customers claiming to be from Telstra when they’re not. They may try to switch you to another phone company, or in some cases attempt to obtain personal information so they can access bank accounts.
What to look out for
These people may quote fake Telstra Employee (ID) Numbers or Customer Account numbers, or describe themselves as ‘Telstra technicians’. They may say there’s a fault with your computer and that you need to pay for technical support or software, or that your internet will be disconnected unless you give them remote access to your computer.
Never give an unsolicited caller remote access to your computer, and make sure it’s protected with up-to-date anti-virus and anti-spyware software.
Remember, we’ll always notify you in writing about any technical fault that requires your attention, or if there’s a scheduled service interruption in your area.
What if Telstra asked me to call because I’m moving to a new plan?
We’re making changes to our systems. If Telstra asked you to call one of the following numbers, it is legitimate.
- 1800 830 012
- 1800 889 708
- 1800 810 109
Frequently asked questions
If you're connected to our network, your phone may show if a call is coming directly from Telstra. If you're still not sure we’re calling, reject the call and contact us directly.
When you do speak to us, a Telstra employee may also ask you to verify your identity. Learn how we use two-step verification to help you protect your account.
What genuine Telstra callers will 'always' do
- If we’re calling about a new offer and you’re not comfortable at any stage, we will respect your wishes and terminate the call.
- We’ll only call you for marketing reasons between 9am–8pm Monday to Friday, and 10am–3pm Saturday. We may call you outside these hours if you have an unpaid account.
- If we miss you, we’ll wait a few hours before calling you again.
What genuine Telstra callers will 'never' do
- We’ll never phone and ask for information like your bank or credit card details.
- We won’t call you repeatedly about the same offer if you’ve said no.
- We’ll never engage in high pressure sales tactics, create uncertainty or unnecessary dilemmas about your services or personal information.
End the conversation immediately. If you want more information, or would like to report a fraudulent call, please contact Telstra's Sales Watch Hotline 24/7 on 1800 260 270.
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