Account access permission

• Must be at least 18 years old
• Is the person who’s name the account and services are in
• Can access and view the whole account via online tools (such as My Telstra app and in a browser)
• Can add and remove people as Full Authority, Limited Authority or Third Party Authority, and view their details
• Can view and modify their own ID, address and contact details

To add someone as a Full Authority contact, they:

• Must be at least 18 years old
• Can only be appointed by the Account Owner
   

As a Full Authority contact on your account, they have permission to do the following on your account:

• View and modify their own ID, address and contact details
• Access and view your whole account via online tools (such as My Telstra app and in a browser)
• Purchase new services, devices and/or accessories. In order for them to make that purchase, we may conduct a credit check to confirm your ability to meet the financial commitments associated with that purchase. This may include giving your personal information to, and obtaining information about your credit worthiness from, a credit reporting body, and we may disclose your personal and credit information to third party service providers (including debt collection agents). You’ll find our Credit Reporting Policy on our Credit Information page, including details about the credit reporting bodies and organisations we deal with.
• Change your plan(s)
• Transfer ownership of your services
• Change your phone number
• Activate and disconnect a product or service on your account
• Move your services
• Replace a SIM for a service on your account
• Modify a service on your account
• Add and remove people as Limited Authority
• Pay bills and make billing usage and other enquiries
• Update billing method details on your account
• Raise faults and complaints
• Reschedule an appointment and/or connection date
• Report and suspend a lost/stolen device
• Transition your existing services to the nbn® network

To add someone as a Limited Authority contact, they:

• Must be at least 18 years old
• Can only be appointed by the Account Owner or a Full Authority contact listed on the account
   

As a Limited Authority contact on your account, they have permission to do the following on your account:

• Access and view your whole account via online tools (such as My Telstra in app and in a browser
• View and modify their own ID, address and contact details
• Disconnect a product or service on your account (if no charges apply)
• Modify services on your account (if no additional charges apply)
• Pay bills and make billing usage and other enquiries
• Update billing method details on your account
• Transition your existing services to the nbn® network (if no additional charges apply)
• Report and suspend a lost/stolen device

A Third Party Authority contact can be a power of attorney, guardianship, trustee, administrator or legal representative, executor of estate.

The authorised person: 

• Must be at least 18 years old
• Will have the same permissions as a full authority contact (except that they won’t have access using online tools)
• Must provide us with documents that confirm their position. The three most common types of documents are:
  • Enduring power of attorney – financial;
  • General power of attorney; or
  • Certificate of guardianship
     

The documents can be sent to us by:

• Mail
  Customer Support
  Correspondence Team - Trustee/Guardian
  Locked Bag 20026
  Melbourne VIC 3001
  
• Fax to 1300 556 737
• Email to thetelstrateam@online.telstra.com (please address the subject line as Public Trustee, regardless of the contact type request)
   

If you give someone third party authority permission to your account, they can:

• Add new services
• Transfer ownership of services
• Change phone number
• Disconnect a product or service
• Move services
• Replace SIM
• Modify a service
• Add and remove other contacts (not third party)
• Pay bills and make billing usage and other enquiries
• Update billing account details
• Raise faults and complaints
• Report and suspend a lost/stolen device
• Transition your existing services to the nbn™ network

This is a security measure to make sure your contacts are up to date so that only people you have authorised can access and manage your Telstra accounts and services.

We will send you reminders to review and revalidate your authorised contacts before they expire. If you don’t revalidate your authorised contacts within 24 months, they will lose permission to access and manage your Telstra accounts and services. 

As an Account Owner you can view, revalidate and remove existing contacts or re-add expired contacts on your account in  My Telstra.

• From the Profile screen, select Security settings.
• Under Security settings, select Account contacts.
• From the Account contacts screen, you can see the contacts who have authority on your account, the level of authority they have, and when their authority will expire. Select the contact you wish to manage. 

On the Manage contact screen, you can modify your contact’s authority level, re-authorise them for another 24 months, remove them from your account, or re-add them if their authority has expired.

Video content description

Manage contacts with authority on your account in My Telstra:

1. Select 'Security settings' from the profile screen. 
2. Then select 'Account contacts'" to view the contacts who have authority on your account. 
3. Select the contact you wish to manage. 
4. Change their level of authority, remove them from your account, or re-authorise. 
5. Follow the prompts.

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