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All your Telstra Plus questions answered

Community Manager Community Manager
Community Manager

We recently introduced you to Telstra Plus, our new program that rewards and recognises customers for being with us.

From 14 May 2019, Telstra Plus members can earn points based on their eligible spend. Soon, we will launch a Telstra Plus rewards store where members can put their points towards redeeming devices or accessories. We will update you on these benefits also so stay tuned.

We’ve put together an in-depth FAQ to answer all your questions about the new Telstra Plus program. If you have a question that you don’t see answered, just leave a comment below and we’ll do our best to answer it for you.

 

First, check out our previous article, Introducing you to Telstra Plus.

 

Telstra Plus FAQ

Is Telstra Thanks® still available?              
Telstra Thanks is leaving: Telstra Thanks benefits will be moving to Telstra Plus soon, so provided that you're eligible to join Telstra Plus, you can still enjoy all the Telstra Thanks benefits as long as you enrol in the new rewards program at telstra.com/plus. We'll let you know when Telstra Thanks benefits are ready to move into Telstra Plus. Unfortunately, business customers will not be able to access Telstra Thanks when it ends, but stay tuned for more updates about rewards for our business customers.

Why can't I see any points?
Points earning doesn't commence until 14 May 2019, so you will not be able to see any points in your account before this date. After this date, you will be able to view your points history associated to your account. Points earnt are based on your eligible spend. You'll be able to see your points approximately 4 business days after you have earnt them.

Can I take out a membership for all my family's services/accounts?         
Yes, you can apply to combine up to 20 services to your nominated Telstra Plus membership account. In fact, you will be rewarded for having more services with Telstra, so we encourage you to consolidate your family onto the one membership. The points remain under the one account and can only be redeemed by the account owner or full authority.

Do I get different memberships for different accounts?
Your Telstra Plus membership is tied to your account so you can get different memberships if you belong to multiple accounts. However, your membership will be more valuable if you combine your accounts under one Telstra Plus membership, as you will be able to pool all your points. This may help you get closer to redeeming the things you want, as well as potentially getting access to higher tier benefits.

Can I join/enrol if I am a Telstra pre-paid customer?
Yes, you can if you are 18+ and have an active pre-paid service and Telstra ID.

Can I join if I am not a Telstra customer?
No. Only Telstra personal (consumer) customers can join the program.

I am a business customer/I have business accounts, can I join?
The current Telstra Plus program has been designed for personal (consumer) customers, however, in the future we may launch a Telstra Plus program for our valued business customers.

Can I still get cheap movie tickets as a business customer if I can’t enrol in Telstra Plus?  
No. With the launch of Telstra Plus, Telstra Thanks will be closing, but we will let you know when this is going to take place so you can keep using Telstra Thanks until this time. If you have a separate personal (consumer) account with Telstra, you can continue to enjoy the benefits of discounted movie tickets in Telstra Plus, however, business accounts are not eligible for enrolment.

I'm a business and personal (consumer) customer. Can I earn points on my personal (consumer) plan as the program is for consumer customers?      
Yes, absolutely! If your personal (consumer) account is separate from your Telstra business account and is not linked to an ABN (i.e. they are billed under different billing account numbers) then you can enrol in Telstra Plus and start earning points on the monthly spend of your personal (consumer) account.

What happens if I am unsubscribed from marketing? Can I still be part of the program?
When you first enrol in the program, you will be opted in to receive marketing from Telstra. You can manage and amend your marketing and communications preferences at any time after joining Telstra Plus through My Account or 24x7. If you opt out of receiving marketing, you may miss out on special offers and promotions.

I’m still having trouble joining the program, who can help?         
For further help on joining Telstra Plus, you can:

 

MULTIPLE USERS ON ACCOUNTS

I have multiple accounts, do I have to enrol all of them?
All accounts associated with the Telstra ID that you use to sign up to Telstra Plus, and for which you are the account owner or full authority, will be automatically enrolled into Telstra Plus. If you have multiple Telstra accounts, each of which have a different Telstra ID, they will not be automatically enrolled and you will need to enrol them individually. You will be able to see all your enrolled accounts from 14 May 2019.

I have multiple accounts, why do they have different tiers?         
The amount spent on an account is used to determine the accounts' tier:

Member - less than $1500 annual eligible account spend per membership year

Silver - $1500-$2999.99 annual eligible account spend per membership year

Gold - $3000 and above annual eligible account spend per membership year

If you have multiple accounts and you haven't combined them into the one Telstra Plus membership, then you will have a different tier for each account.

I have multiple personal (consumer) accounts, can I combine them so I can get on a higher tier?
Yes, you can by visiting www.telstra.com.au/my-account/change-of-ownership to set up a change of ownership, or calling 13 11 22.

I have multiple users on my accounts? Do we all need to enrol? 
Yes. The account must first be enrolled in the program by either the account owner or a full authority. Once this is done, then all personal/consumer users on the account can enrol to access the program benefits. All you need is a Telstra ID to enrol.

Can everyone on the account redeem points?   
Only the account owner and full authority are able to use the points.

Can everyone on the account access tier benefits?          
Everyone who has joined the rewards program can access the Member level benefits, but only the full authority and account owner can access the Silver benefits and above.

Can everyone earn points?         
Yes, but they will all accumulate under the associated account and only the account owner or full authority will be able to use the Telstra Plus points.

 

POINTS

How do I earn points?   
You will be rewarded with points based on your account spend every month. You will get 10 points for every $1 of eligible spend. From time to time there will also be other ways that you can earn points which we will promote to you.

Note: Some exclusions apply on your account spend such as outright purchases, credits, refunds and late payment fees. See Telstra Plus Terms and Conditions.

What is eligible spend?
Eligible spend is defined as money spent on the following products and services:

(a) Paying your monthly bill for your Telstra services (after any discounts or refunds are applied);

(b) Recharging your Telstra prepaid service;

(c) Buying a mobile handset or hardware from Telstra through monthly instalment payments

Note: Some exclusions apply on your account spend such as outright purchases, credits, refunds and late payment fees. See Telstra Plus Terms and Conditions.

When can I start earning points?             
You can start earning points from 14 May 2019, as long as you have enrolled in the rewards program.

 

I’m on an inexpensive home phone fixed plan, is there any point to me joining?       
Absolutely, all eligible spend on your bill will earn you points so it’s worth joining up. Everyone with a Telstra Plus membership will be able to access our Member level benefits of discounted tickets and pre-sale access to concerts.

Why can’t I earn points from sign up?    
We want to ensure that every Telstra customer is able to start earning points as soon as possible. This is why we have an early enrolment period from 28 March 2019, so that when we launch the ability to earn points on 14 May 2019, you are already set up.

When do points expire?
Points expire 3 years from date of earning.

How can I see my points?            
You can view your points by logging in to My Account at telstra.com/plus or through the Telstra 24x7 App from 14 May 2019 onwards.

How long does it take for points that I earn to appear in My Account/24x7?        
It will take approximately 4 business days for points to appear from when Telstra receives your account payment.

What happens to my points if I leave Telstra or opt out of the rewards program?              
Your Telstra Plus Points expire 12 months after the Account Owner and Full Authorities have un-enrolled or 12 months after the last service is removed from the account.

What happens if I am refunded a payment?       
Your points will be recalled for the refunded amount. If you have spent the points then your points balance may go into negative.

I have been a Telstra customer for a long time, do I get anything for my tenure?
From time to time we will have different promotions which may include giving customers bonus points based on how long they have been with us.

Can I transfer/share my points with friends/family?        
Yes, as long as you are the account owner or full authority on the account, you can transfer Telstra Plus Points to any other legitimate Telstra account enrolled in Telstra Plus.

 

TIERS & TIER BENEFITS

What are Telstra Plus tiers?         
Tiers are different levels of membership in the Telstra Plus program. The more you spend with us, the higher your tier, the more benefits you receive.

Member is our entry level tier, followed by Silver and Gold.

What are the benefits of each tier?         
All the tiers have certain benefits, we will be revealing these benefits soon so stay tuned.

How do I qualify for a tier?         
For existing customers, your initial tier is based on your eligible spend in the last 12 months with Telstra. If you are new to Telstra, you will start the program at Member level and as long as you are in the rewards program, you will move up if your account spend hits a certain level in your membership year. Spend level per tier to qualify are as follows:

 

Member - less than $1500 annual eligible account spend per membership year

Silver - $1500-$2999.99 annual eligible account spend per membership year

Gold - $3000 and above annual eligible account spend per membership year

I just joined Telstra, what tier am I in?    
All new customers who have enrolled in the rewards program will join the program at Member and will move up a tier based on our standard program rules of spend within your membership year.

Note: You must join the loyalty program as a new customer.

Can I choose what type of rewards I’d like to receive?    
Our rewards have been chosen to ensure that there is something for everyone. Depending on your tier, you will have access to benefits and it will be your choice as to how you might best enjoy them. We'll let you know what the tier benefits are soon.

How do the different tiers work?             
The achievement of different tiers unlocks more benefits for customers. You are able to go up a tier at any time based on your eligible account spend during your membership year. When you do go up a tier, you will stay there for the remainder of your current membership year plus the following membership year.

What benefits do I get?
This will depend on which tier you are on. We haven't released the benefits yet, but once we do, you will see that all members will be able to access the benefit of discounted tickets and pre-sale access for a variety of sport and entertainment experiences. Based on how much you spend, you will also get additional benefits such as extra entertainment and VIP services. These are coming soon so stay tuned.

How and when will I move up a tier? Do I need to do anything?
Once your spend hits the qualifying amount, you will automatically be moved up a tier and will remain in that tier for the remainder of your current membership year plus the following membership year.

How and when will I move down a tier?
Customers move down a tier at the beginning of the next membership year if their spend in the current membership year does not meet the threshold spend.

Example: If you join Telstra Plus on 28 March 2019 as a Member and reach $3,000 of eligible spend on 15 January 2020, you’ll attain a Gold Membership on 15 January 2020.

However, if your eligible spend between 28 March 2020 and 27 March 2021 (i.e your second membership year) is $2,400, which doesn’t reach the Gold Membership threshold of $3,000, you’ll be moved to the Silver Membership tier at the beginning of your next membership year, which in this case is your third membership year starting 27 March 2022 (unless your spend between 28 March 2021 and 27 March 2022 increases and passes the Gold Membership level threshold again).


REDEEMING REWARDS

Who can use points to redeem from the Telstra Plus store?         
You must be a full authority or account owner to redeem rewards using your points in the Telstra Plus store.

What rewards are available to redeem? 
Our Telstra Plus store is coming soon so keep an eye out for these rewards.

When can I redeem rewards using my points?    
We will soon announce when you will be able to redeem rewards with your points.

How long will it take me to earn a new phone?  
This will vary greatly depending on your spend and the type of handset you wish to redeem against, however you can start to earn points towards a handset from 14 May.

If I am about to earn points for a transaction, can I apply those points to that same transaction?
No. Points earnt from a transaction cannot be redeemed in the same transaction.

Where can I redeem?    
Redemption is available online through our Telstra Plus Rewards Shop which is coming soon. By going online, you will be able to view available items as well as how many points you will need to redeem. If you have any problems, you can call 13 11 22 or visit a Telstra store.


OTHER

Will Telstra be collecting info about customers? What will they be doing with this data?
With your permission, Telstra will collect and use your data in accordance with Telstra's Privacy Statement. This includes using your information to tailor and personalise your Telstra experience. You can see Telstra's Privacy Statement here.

Can I un-enrol from Telstra Plus?             
Only the account owner or full authority can un-enrol from Telstra Plus. If both the account owner and the full authority on the account un-enrol, then the entire membership is un-enrolled. To stay enrolled, one of the account owner or full authority must always be enrolled in Telstra Plus.

Example: In the case where a Telstra Plus Membership has three users – a Full Authority, Account Owner and Limited Authority.

If the Account Owner un-enrols, the loyalty membership stays active as the Full Authority remains active. If the Full Authority then also un-enrols, the membership is then unenrolled as there are no users with adequate authority. 

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4 Comments
Level 20: Director
Level 20: Director

OTHER #2

 

With the thousands of pensioners out there, what do they do when they don't have a computer, let alone a Telstra ID#?

Lio1
Just Registered

Only the account owner or full authority can un-enrol from Telstra Plus. If both the account owner and the full authority on the account un-enrol, then the entire membership is un-enrolled. To stay enrolled, one of the account owner or full authority must always be enrolled in Telstra Plus. ????

 

testok519
Level 3: Gumshoe

if i was to buy a discounted movie ticket will that be taking away from my points?

Support Team
Support Team

Hi @testok519

 

Thanks for reaching out. 

 

When Telstra Plus is available there will be benefits at different tiers that don't require points to be redeemed. This will depend on which tier you are on. We haven't released the benefits yet but once we do you will see that all members will be able to access the benefit of discounted movie tickets and pre-sale access fir a variety of sport and entertainment experiences. 

 

Let me know if you have any further questions.