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Question about your bill? Here’s how to query a charge and request a credit

Community Manager Community Manager
Community Manager

If you’ve received your bill and noticed a charge you don’t recognise, or you should have received a credit for:

 

  • Late payment fees
  • Fixed outages
  • Excess data
  • Excess calls
  • Early termination charges
  • International roaming


You can query your bill through one of the following methods:

Telstra 24x7 App

  1. Sign in to the Telstra 24x7 App using your Telstra ID and password. If you don’t have a Telstra ID, you can register for one here.
  2. Select the account you wish to dispute.
  3. Select Query this bill and follow the prompts to complete your query.

Telstra 24x7 My Account

  1. Sign in to Telstra 24x7 My Account using your Telstra ID and password. If you don’t have a Telstra ID, you can register for one here.
  2. If you have more than one account, you’ll need to select the account you wish to dispute.
  3. Select Query this bill and follow the prompts to complete your query.

Our online tool

  1. Click the link to our online form.
  2. Enter your details.
  3. Select the credit request type and the service your dispute or query relates to.
  4. You’ll then be asked to confirm your mobile number or email address so that we can notify you if your credit request is successful.

If your request is approved, credits will be applied to your account within two business days.

 

If you’re not eligible for a credit rebate, you’ll be advised accordingly. If you feel your request is still unresolved, you may wish to chat with us for further assistance.

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