What to do when someone has died
Supporting you each step
We get that taking care of your loved one's affairs can be stressful and overwhelming during serious illness and the event of a death. So, our dedicated team is here to help make it as easy as possible, supporting you each step of the way.
To talk to us about an account, call 13 22 00 and say 'critical illness', 'palliative care', or 'bereavement' when prompted.
If you wish to speak to us in your preferred language, get multilingual support.
How to transfer or close an account
Ways to notify us
Notify us and other organisations at the same time
If you want to notify us and other organisations at the same time you can do this via the Government's Australian Death Notification Service (ADNS). One of our specialist team members will get in touch within ten days.
Notify us directly
Choose one of the following ways to notify us and a specialist team member will contact you within 48 hours of receiving your notification.
Complete the online form
You can use the online Telstra Bereavement Support form to notify us and request the cancellation or transfer of services. A specialist from our specialised team will contact you.
Aboriginal and Torres Strait Islander peoples who are representing someone who has passed away, can complete the Telstra Bereavement Support form or speak to a specialist from our First Nations customer care team on 1800 444 403.
Complete the Bereavement Support form (PDF, 238KB) and send to us via:
Put ‘Bereavement Support’ in the subject line of an email and attach a scanned copy of the completed form. Send to: firstname.lastname@example.org
Print the completed form and post to:
Telstra Bereavement Support, Locked Bag 20026, Melbourne, Victoria 3001
Frequently asked questions
Your Priority Assistance service can be transferred to your new account if you're eligible. We'll let you know if we need to validate your priority assistance status for your new account. You can learn more about Priority Assistance and your eligibility.
What happens next?
We’ll be in touch with you within two days of receiving your completed Bereavement Form or ten days after you submit an ADNS form.
We’ll send you a unique reference number, the contact details of the team member looking after you and an update on the progress of your request.
If you need to speak to us urgently you can contact us anytime for an update.
Our specialist from our specialised team will keep you updated throughout the process. We may need to reach out to ask for more information to help us process your request.
Cancelling a service
If we have all the information we need, cancelling services is usually completed within two days.
Transferring a service
Transferring a service and changing ownership on business accounts can take longer. Find out more on bereavement support for small business accounts.
We’ll send a final statement in the name of ‘The Estate of the deceased’ to the mail or email address nominated by the notifier.
Other helpful resources
Bereavement counselling, support group and information for bereaved adults, adolescents, children, and families.
This is a national charity providing all Australians experiencing emotional distress with access to 24 hour crisis support and suicide prevention services.
Beyond Blue is an independent, not-for-profit organisation working to reduce the impact of anxiety, depression and suicide in Australia.