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26 Aug 2011
By Larry Sixsmith
Aug
26
2011

HOW TO: Cancel or transfer a Telstra service when a loved-one passes away

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Question:

How do I transfer or cancel Telstra services when a loved one passes away?

Answer:

Losing a loved one is difficult enough, so to make cancelling or transferring their Telstra services as simple as possible for you, we have a specialised and compassionate team to take you through this sad time.

Here’s what to do.

Step 1 of 4: Let us know

We can help by confirming all the products and services on the account if you’re unsure of those details.

You can either:

Who can do this:

  • The Executor, Trustee, or Administrator of a deceased estate;
  • Next of Kin (such as an immediate family member e.g. Parent, Son/Daughter, Sister/Brother, Grand Child, Surviving Spouse or Guardian over the age of 18);
  • Power of Attorney (General/ Financial);
  • A lawyer or solicitor administering the customer’s will; or
  • An authorised representative listed on the account.

Step 2 of 4: Complete a Deceased Estate form

There is no need to provide a copy of the Death Certificate. The Telstra Bereavement Support Form (PDF, 42.9KB) is the only documentation a person who is authorised to represent the customer needs to send us. If you’re unable to view the form, find out how to open PDF files.

The form will need to be completed by someone with an appropriate relationship with the customer with details of all the services that are to be cancelled or transferred into another name.

  • To cancel any services, complete Parts A and B
  • To transfer any services, complete Parts A, C and D

You can return the completed form by:

  • Fax: 1300 556 737
  • Mail:
    Telstra Deceased Estates
    Locked Bag 20026
    Melbourne VIC 3001
  • Email: scan a copy of the form and email to thetelstrateam@telstra.com with “Deceased Estates” in the subject line

Step 3 of 4: Confirmation

When we receive the Deceased Estate Form, we’ll send a confirmation letter by post to the person who lodged the form.

Step 4 of 4: Complete the account

Once we process the Deceased Estate form, we’ll provide you with a final bill. This will be addressed to “The Estate of…”

Please note that any transferred services will be migrated on the same plan, and with the same value added features that applied to these services prior to the transfer. While there is no charge for transferring the service, the new customer may incur charges in accordance with the relevant plan.

If one or more of the following benefits needs to be applied to the transferred service, you will need to contact 13 22 00:

  • Pensioner Concession Discount
  • Medical Priority Assistance
  • Reward Options
  • $10/ $20 multiple service discount benefit
  • Bundles

Remember, we want to help make this process as stress-free as possible. So feel free to call, email or visit us if you have any questions.

Related links:

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By Larry Sixsmith

Posts: 14

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9 Comments

  1. Gregory Opera says:
    26 Aug 2011 at 4:43 pm

    No offense, but if someone I know ever dies and I find myself in the situation that I have the power to cancel their services on their behalf, I won’t be paying any outstanding costs associated with that account… Over my dead body (no pun intended).

    I mean, if it’s my IMMEDIATE family (wife or children), well that’s to be expected, but anyone else?

    You’re dreaming there Telstra, because that’s just ridicioulous…

    Reply to this comment
  2. Jonathan says:
    26 Aug 2011 at 4:56 pm

    I rang up 13 2200 earlier this year to cancel my late mother’s home phone service and it was all handled in the one call by a very helpful person at the other end, and I had no forms to fill in.

    Reply to this comment
  3. Cathie says:
    1 Sep 2011 at 6:12 pm

    Gregory,

    You obviously haven’t had to handle a deceased estate. Just looking at the procedure there, it’s one of the least intrusive I’ve ever come across.

    I suggest you read up on estates and executors.

    Reply to this comment
    • Gregory Opera says:
      26 Sep 2011 at 3:05 pm

      Well yes you are right, I haven’t had to do this, so perhaps my opinion is a little naive?

  4. Helen says:
    26 Sep 2011 at 10:48 am

    I rang to organise the change of name from my late father to my mother’s name and was told they would e-mail me the bereavement support form. After spelling out my complete e-mail address numerous times I am still waiting!! I decided to go online and download myself. Then I was told I still had to take mum to a Telstra shop and show ID – if that is the case then I could simply have left it all until I could get my 90 year old mother to the Telstra shop.

    Reply to this comment
  5. Dwight Walker says:
    28 Sep 2011 at 2:16 pm

    I had heaps of trouble transferring an account from my deceased father’s name into my mother’s name at a new address. In the end I cancelled the old account in my deceased father’s name at the old address and opened an account in my mother’s name in a nursing home. Because the previous occupant of the room in the nursing home was deceased the line was not disconnected. The nursing home had to fax proof of occupancy for my mother to Telstra Bereavement Support before the previous deceased user of that line was disconnected and the line freed up to be connected to my mother’s account. Someone at Telstra Bereavement Support eventually took ownership of the problem and started to clean up the mess of redtape and simplify matters rather than pile on the complexities. Forms kept going missing re transfer of name and proof of occupancy. It took about 2 weeks to get on top of this paper trail.

    Reply to this comment

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