Telstra's refreshed Payment Assistance Policy

Written on the 10 April 2024 by SAFCA

Telstra has a refreshed Payment Assistance Policy that has now replaced their Financial Hardship Policy. 

We’ve made it even easier for our customers to access help when they need it.
Telstra customers can access our updated Payment Assistance Policy in even more ways. These include:

• Direct link telstra.com/payment-assistance    
• Home page of Telstra.com  
• In the My Telstra app  
• By sending an SMS ‘help’ to 4222 from any Telstra mobile phone to receive an immediate reply message with a direct link to the Telstra Payment Assistance Policy  

What does the Policy cover?

The Payment Assistance Policy outlines the range of payment assistance options we offer to help our customers, including giving more time to pay or a tailored payment plan, and other options, including those that can keep customers connected. 

It also includes information about how customers can contact us to apply for support, ways in which we can help, and contact details for National Debt Helpline and the TIO. 

Financial Counsellors can continue to contact Telstra’s Special Assistance Team to request payment assistance on behalf of their clients. Please see updated Financial Counsellor Information Toolkit.

Additional Resources: 

• Information for financial counsellors and customer advocates
• Attached is a one-page Payment Assistance Policy Summary 
• The Telstra Payment Assistance Policy is available in multiple languages (Mandarin, Cantonese, Vietnamese, Arabic, Punjabi) and you can find more information about support options and applying for payment assistance here.