Last amended 14 December 2022

Direct Debit Request Service Agreement

Direct debit payments

This document is a Direct Debit Request Service Agreement with Telstra and Telstra Energy (the debit user, which are also

referred to in this document as “we”, “us” and “our”). Our debit user IDs are 545383, 084159 and 639840.

The agreement sets out the terms that apply when you pay for products and services, and explains what your obligations are

when undertaking a direct debit arrangement with us. It also details what our obligations are to you as your direct debit

provider. It forms part of the terms and conditions of your direct debit request and should be read in conjunction with your

request. Payments will only be made from that card or account.

Your direct debit arrangement is set up when you accept these terms and apply for our products or services.

In establishing a direct debit arrangement, you are requesting and providing us with authority to debit your specified account

through the Bulk Electronic Clearing System (BECS).

Direct debit for services with monthly or quarterly bills (excluding Telstra Energy)

If you have a service for which you receive a monthly or quarterly bill, with direct debit the full amount of your bill will be

automatically deducted from your nominated card or account on the payment due date stated on your bill.

Your direct debit will only operate when your account has a $0 outstanding balance. If you have an overdue balance or if your

account is in credit, a payment will not be debited from your account until you have paid the overdue amount or used up that

credit.

your account on the payment due date of the following bill.

If your Telstra Energy service is in credit, credit amounts will be automatically applied to your next bill or where applicable will

be dealt with in accordance with any relevant terms and conditions and the energy laws and regulations.

Direct debit for other services

If you have a service for which you do not receive a monthly or quarterly bill, unless we tell you otherwise:

• you’ll need to make a payment on the day you purchase or sign up for that product or service, and the applicable

amount will be automatically deducted from your nominated card or account; and

• if it requires that you make ongoing payments, the next direct debit will occur a month after your product or service is

activated and then each month after that.

Last amended 14 December 2022

It is your responsibility to make sure that you have enough money in your nominated account for your upcoming payment. If

you don’t have enough money available on your payment due date, your bank may charge you a fee.

If you don’t pay in time because your direct debit has failed, you’ll need to sign in to My Telstra and pay the outstanding amount

by the date we notify you. In some cases we may attempt to direct debit the outstanding amount on your next payment date. If

you fail to pay an outstanding amount by the date we notify you, or your direct debit repeatedly fails, we may suspend or

restrict your services.

Payments due on non-banking days

If your payment due date falls on a non-banking day, it will be processed on the next banking day. If you are unsure when a debit

has been or will be processed, ask your financial institution.

Financial hardship

societies or credit unions.

Some financial institutions and account types don’t support direct debit, so please check that yours does before applying.

Changing or cancelling direct debit payments

You may change or cancel your direct debit arrangement. If you cancel or otherwise request that Telstra cease to rely on your

direct debit arrangement, we will no longer rely on your direct debit authority. You can also contact your own financial

institution, which act promptly on your instructions. However, if you change or cancel your direct debit arrangement, we may

not be able to supply your products or services as some of our products and services require payment by direct debit. You can

easily cancel or change your direct debit through My Telstra. If you change your direct debit payment method, your direct debit

arrangement for your other Telstra services may also be updated.

To update your direct debit arrangement, please allow at least three working days before your next monthly payment date so

If we make changes that benefit you or have no impact on you, or for administrative or typographical reasons, then we won’t

provide you with advance notice.

If we cancel this direct debit payment agreement because a payment is dishonoured or rejected, or we have reason to believe

you’ve given us false information, we’ll notify you.

Disputes

If you have a dispute about your direct debit please see our query bill page on Telstra.com or call us on 13 22 00. Alternatively,

you can contact your financial institution for assistance.

If your dispute relates to a payment you’ve already made to us, you may not have access to those funds until the dispute is

resolved. If we can’t resolve your dispute, you can lodge a complaint with:

Last amended 14 December 2022

If you have any queries about your direct debit please see our query bill page on Telstra.com or call us on 13 22 00.

Defined terms

In this agreement, references to:

• account or card means the account or credit card held at your financial institution from which we are authorised to

arrange for funds to be debited.

• agreement means this Direct Debit Service Agreement between you and us.

• banking day means a day other than a Saturday or a Sunday or a public holiday listed throughout Australia.

• debit payment means a particular transaction where a debit is made.

• direct debit request means the written, verbal or online request between us and you to debit funds from your account.

• Telstra means:

• we, us, our and the debit user mean Telstra and Telstra Energy

• working day means a day that is not a Saturday, Sunday or gazetted public holiday in the Victoria.