Our Customer Terms
Customer Terms on products and services to Home and Family (residential), Business and Government and Telstra Wholesale customers.
Customer Service
Telstra wants to be a company that is part of the lives of all Australians – connecting them to the things that are most important to them – whether at home, at work or in their businesses.
Customer service charter
We aim to provide each customer with a personalised, seamless experience that makes it easier for them to manage their lives. Our Charter sets out how we propose to meet these commitments to our customers and fulfil our legal and self-regulatory obligations.
Payphones
Telstra is the leading provider of payphone services. We provide around 18,000 public payphones throughout Australia, to meet the needs of people who are out and about.
Electromagnetic Emissions
At Telstra, we want all of our customers to have up-to-date and relevant information about using mobile phones. This includes offering information on all matters of mobile phone safety.
Acoustic Shrieks
Read advice on how to minimise the risk of acoustic shrieks on your phone line and find out what you should know about making calls during thunderstorms.
Cybersafety
A range of cyber safety resources to help equip you with the knowledge, skills and confidence to have a positive experience in the digital world.
Unwelcome Calls
Our Unwelcome Calls service is available to Telstra customers. If you're receiving unwelcome calls and a carrier other than Telstra provides your telephone service, contact your service provider.
View MoreAccess for everyone
The phone can be the best way for you to keep in touch with your family and friends, and also to be contactable for health, business and other reasons.
Disability Services
Telstra is committed to making communication accessible and affordable for all our customers with communication challenges, including older customers and customers with a disability.
Dial before you dig
You must contact Dial Before You Dig to register your request for plans of underground services at the location in which you intend to dig.
InfoCall code of practice
The Code of Practice for InfoCall 190 Services is designed to ensure good service and outcomes for all callers to 190 InfoCall services.
View moreIntegrated Public Number Database (IPND)
The IPND is an industry wide repository of all Public Numbers. Carriage Service Providers, also known as Data Providers, are required to provide Public Number Customer Data (PNCD) to the IPND.
Technology trial
An overview of Telstra's trial of new mobile phone technology in Griffith (NSW) and advice on what to do if you experience interference with a wireless audio device.