Updated 6 April, 2020: If you’re trying to get in touch with us about a billing or service issue related to COVID-19, you can find updates and information for our customers here.

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.