Telstra Plus rewards program - FAQs
Most asked
Telstra Plus is a program that rewards and recognises you for being with us. As a customer with a Telstra Plus membership, you can earn points based on your eligible spend. You can use your points towards eligible discounts on products and services.
You can also access great membership benefits depending on your tier, such as discounted movie tickets, pre-sales to concerts and more.
You can join Telstra Plus at Telstra.com.au/plus today with no joining fees.
You need a Telstra ID to join Telstra Plus and access your membership benefits.
For points earned by paying your bill, it typically takes between two and four business days from the time that Telstra receives your payment (approximately seven days in total). For bonus points or points earned on outright purchases, it may take up to 14 days to appear in your points balance.
Once we’ve dispatched your order, you’ll receive a shipping confirmation email or SMS from us.
We’ll keep you updated about your parcel’s status and estimated delivery time via SMS or email.
Joining Telstra Plus
Anyone over 18 with an active Telstra business or consumer (personal) service who has a Telstra ID can join Telstra Plus. Excludes Telstra enterprise and corporate accounts.
If you are not the account holder or a full authority representative (i.e.; you’re a limited authority representative), you will need to ensure the account holder or a full authority representative joins first.
You can join Telstra Plus with your Telstra ID.
Don’t have a Telstra ID?
Please allow up to 24 hours for your Telstra ID to be activated before you can join Telstra Plus.
Telstra Plus Memberships
Membership is at your overall account level.
You may have multiple bills linked to your Telstra customer account, these will be shown on your Telstra ID, and all billing accounts will be included in your membership.
If you have all your family’s or business’ services on your existing accounts linked to your Telstra ID, this will automatically mean they are included in your membership.
If your family has accounts in their own names you will need to change the ownership into your name to include them in your membership and increase your membership tier.
If you complete a Change of Ownership, you will become the Owner of these services and will be legally liable for any charges incurred on the bill.
You can combine your personal (consumer) Telstra services onto one Telstra Plus account and any future eligible spend across your combined services will count towards assessing your membership tier.
Any old spend across your Telstra services (i.e. spend that happened before you joined Telstra Plus and before your accounts were consolidated) will not count towards the assessment of your membership tier.
You will need to contact us to consolidate your accounts onto one Telstra ID.
If you are not currently the owner of the services but want to include them into your membership you can:
Add accounts that you are authorised on to view and use membership benefits, or
Complete a Change of Ownership to change the services into your name. You will become the Owner of these services and will be legally liable for any charges incurred on the bill.
To consolidate your accounts, you can complete a change of ownership request, or message us using My Telstra app.
Only the account holder and full authority representatives can use the account’s Telstra Plus points. You must also be over 18 years old.
Membership tiers are different levels of membership in the Telstra Plus rewards program.
Member is our entry level tier, followed by Silver and Gold for personal (consumer) customers.
Business member tier is for all eligible business customers.
For personal (consumer) memberships, the more you spend with us, the higher your tier, and the more benefits you receive.
For existing personal (consumer) customers, your initial tier is based on your eligible spend in the last 12 months with Telstra.
If you are a new personal (consumer) customer to Telstra you will start the program at Member tier and as long as you are in the rewards program you will move up if your account spend hits a certain level in your membership year.
Your membership year is 12 months starting from the date you join Telstra Plus.
Spend level per tier to qualify are as follows:
Member Tier - less than $1499.99 annual eligible account spend per membership year
Silver Tier - $1500-$2999.99 annual eligible account spend per membership year
Gold Tier - $3000 and above annual eligible account spend per membership year
You can move to a higher tier at any point within your membership year, as long as you meet the eligible spend criteria.
When you do move to a higher tier, you will remain on that tier for the remainder of your membership year, and the following membership year.
The current tier is shown on the ribbon on the top of your dashboard when you log in to Telstra Plus. Your current spend is shown on your dashboard along with the number of points you have and your membership anniversary date.
Moving down tiers
If your eligible spend for a full membership year is lower than the minimum spend level for your current tier, you will move down to the tier based on your eligible spend in your following membership year.
If your small business account becomes an Enterprise account, you will no longer earn Telstra Plus Points, and your points will expire in 90 days from the date of the account change.
Your Account Executive can arrange a points transfer to another Telstra Plus membership within 90 days by calling 13 20 00.
Telstra Plus Points
You’ll earn 10 Telstra Plus points for every dollar you spend on:
- your payment for services or recharge; and
- the cash component of eligible products purchased outright or on a repayment option
General
You can also earn points via partner offers or bonus points when you take up a special offer. You will not earn points on:
- points only purchases;
- any points component of outright or repayment;
- option purchasescredits;
- refunds;
- late payment fees; and
- Telstra Enterprise products.
Visit the Use points page to discover all the ways you can use your Telstra Plus points.
Points expire three years from the date you earned them.
You can view your points by signing in at telstra.com/plus, or using the My Telstra app.
Once we receive your payment, it typically takes between two and four business days from the time that Telstra receives your payment (approximately seven days in total).
Bonus points you earn from special offers may take up to 14 days to appear in your points balance.
Your points will be recalled for the refunded amount. If you have spent the points then your points balance may go into negative.
You can transfer your Telstra Plus points online to another eligible Telstra Plus account you have access to, if you are the account holder or a full authority representative.
Transfer points between your accounts online
To transfer points to a Telstra Plus membership you don’t have access to, message us using My Telstra app.
If you change your account between personal or business, your points will be retained.
Membership benefits
Customers who join Telstra Plus will have access to exciting membership benefits such as discounted tickets, entertainment extras on us and VIP services.
The benefits you will have access to are based on your membership tier.
Anyone who has joined Telstra Plus can access and enjoy Member tier benefits. Only the account holder or full authority representative can access Silver, Gold and Business tier benefits.
Your membership benefits are available to enjoy within your membership year.
Some benefits may be available to use multiple times, others can only be activated once per membership year and may have expiry terms. These benefits may become available to you again in your next membership year.
You can access Telstra Plus tickets either through the My Telstra app, or directly through Telstra.com/plus/tickets
When your account changes from a Business account to a personal account, you will have access to personal tier benefits.
When your account changes from a personal account to a Business account you will have access to those benefits as per the terms for those benefits.
If you have already activated your Business tier benefits, then you will get access to these as per the terms for those benefits.
If you have not activated your Business tier benefits before changing to a personal account, you will not have access to those Business tier benefits.
When your account changes from a personal account to a business account, you will have access to Business tier benefits.
If you have already activated your tier benefits, then you will get access to these as per the terms for those benefits.
You can view and activate your available benefits when you sign in to Telstra Plus.
Rewards Store
If you’ve discovered a problem or fault with your reward, you can initiate a return using the online returns form. If a reward is faulty, you can return it and we’ll arrange a replacement. If we don’t have your exact product in stock, we’ll contact you to discuss your options.
Please choose carefully as we don’t accept returns if you change your mind. Learn more about the Telstra returns policy and process.
We deduct your points immediately when you redeem rewards.
Rewards may have a manufacturer’s warranty. In addition to any manufacturer’s warranty, you also have rights under the Australian Consumer Law called consumer guarantees.
We do not offer extended warranties for rewards available on the Rewards Store.
You will earn 10 points per $1 spent on the cash component of eligible products purchased outright or on a repayment option.
When you choose to pay with the Repayment Option, your repayments will be split over an agreed monthly term (or as otherwise agreed). Each time you pay your monthly bill you will receive points for eligible spend.
You will not earn points on your transaction when you purchase using a points-only payment method.
For outright payments, you can pay online via accepted cards (MasterCard, VISA & AMEX) and with accepted cards and cash in-store.
For the Repayment Option, you can use standard payment methods to pay your Telstra bill including accepted credit cards (MasterCard, VISA & AMEX), bank account details or PayPal.
We do not offer layby at the Rewards Store.
Once we’ve dispatched your order, you’ll receive a shipping confirmation email or SMS from us with a tracking link so you can check your parcel’s status via our courier’s website.
We’ll also keep you updated about your parcel’s status and estimated delivery time via SMS or email. Or you can check it yourself with our online order tracker.
We do not have a click and collect option on the online Rewards Store.
You can order a reward in-store at a Telstra Shop if stock is available in-store. Please check with your local Telstra Shop for available rewards.
You can choose the address and contact you would like to have your order delivered to at time of purchase.
The Telstra Plus Rewards Store will only deliver to addresses within Australia. We do not deliver to PO Boxes, Rural Mail Boxes (RMB), Locked Bags or overseas.
Please remember that rewards such as mobile handsets and tablets require a signature and proof of ID (of the purchaser) upon delivery.
Points + Pay options
Most products in the Rewards Store can be purchased using cash only, points only, or a combination of both. Some products do not have a cash option and must be paid using points only.
If shopping on Telstra.com, eligible products can be purchased with points only, cash only, or a combination of both.
You'll need to be a Telstra Plus member with an active Telstra-branded service.
Points only
You can purchase a reward with just your points. You'll need to have the appropriate account authority and the required points for the reward.
Cash only
Most products do not require points and can be purchased with cashonly using one of the accepted payment methods. You'll also earn 10 points per $1 spent.
Points + Pay(outright purchase)
Most products do not need to be purchased completely with points. You can use a combination of points and cash, using one of the accepted payment methods (such as credit card). You'll also earn 10 points per $1 spent.
GeneralYou can choose the combination of points and cash the product detail page before you purchase.
Repayment Option
Repayment Option allows the account holder to pay the monetary component over a repayment term in equal monthly instalments. The Points + Repayment Option will be available on selected rewards only and to eligible customers. The Account Holder will also require an existing active Telstra-brandedconsumer service plan. Read the Telstra Plus terms and conditions.
The account holder will select the eligible product and choose the amount of points they would like to use towards payment. The account holder can then select Repayment Option, and the repayment term for the monetary portion of the transaction.
The repayment term will be added to the account holder's Telstra bill, therefore they will earn points when they make a payment.
Not all items are available with a repayment option.
Prepaid customers are not eligible for Repayment Option.
Repayment Option is currently unavailable for business customers.
You’lll be able to purchase most rewards with Points + Pay. Points + Pay gives you the opportunity to use points and pay the difference with cash. You can also use cash-only for most rewards.
When you select a reward in the Telstra Plus Rewards Store, you’ll be shown a set combination of points and pay required to put towards the purchase of that item.
You then have the option to select the combination of points you’d like to use by moving the slider which will also indicate the monetary component payable by an accepted credit card or debit card upon checkout.
No, the refund will be a like-for-like reversal of what you paid.
E.g. if you paid 10,000 points and $50, you’ll get 10,000 points and $50 refunded.
Yes, your tax invoice will be sent via email after checkout.
If you redeem your reward in person at a Telstra store, you will receive a tax invoice at the time of purchase.
Deliveries can be paid for with points or cash. Delivery is free for Gold members. Delivery fees will apply for some purchases by Silver, Member and Business tier members.
Orders from the same Telstra ID and Telstra Plus membership will only be charged a delivery fee for the first order, as long as any other orders are made before midnight of the same day.
If you select a Points + Repayment Option you will enter into the terms of a hardware repayment option (HRO).
If you decide to cancel the HRO before the contract end date, you’ll need to pay any remaining device, handset and accessory payments associated with the cancelled service.
You are not being charged twice. Part Month Charges (also called Pro Rata Charges) will appear on your first bill to cover any days you used your service before your next monthly billing period starts.
Part Month Charges may also appear when you alter your existing service in between billing periods.
As long as you continue to have an active consumer service with Telstra, and your Telstra account stays active, you will be required to pay the remaining Hardware Repayment Option (HRO) for the remainder of the term.
If you decide to cancel the HRO before the contract end date, you’ll need to pay the outstanding amount.
Yes, the maximum number of HRO’s you can have on an account is 5 (inclusive of any Points + Repayment Options).
Yes, you will be required to pass a credit check to take up Telstra Plus Points + Repayment Option. The repayment is added to your Telstra account as a Hardware Repayment Option (HRO).
Other
With your permission, we will collect and use your data in accordance with Telstra's Privacy Statement . This includes using your information to tailor and personalise your Telstra Plus experience.
You can leave Telstra Plus at any time via https://www.telstra.com.au/plus/leaving-telstra-plus
If you’d just like to stop receiving emails or SMS about Telstra Plus, you can manage your marketing and communications preferences in My Telstra.
Once you leave Telstra Plus and your membership neither has an account owner or full authority, you won’t be able to earn or redeem Telstra Plus Points or enjoy Telstra Plus membership benefits. Your existing Telstra Plus Points will expire. Any limited authority representatives may also lose their Telstra Plus membership.
Keep in mind, if you have entered a hardware repayment option (HRO) and decide to leave Telstra before the contract end date you will be required to pay any remaining costs associated with the HRO.
Expiring Points
Any Telstra Plus points more than three year’s old will expire and be removed from your account.
Each year, on the last day of the month of your membership anniversary, any unused Telstra Plus points more than three year's old will expire. When you use your points, the oldest points will be used first to make sure you have as much time as possible to redeem that something special.
The Telstra Plus points expire after three years, as stated in our terms and conditions. But we also want to encourage you to be rewarded by using your points towards tech and accessories, movie tickets, and more. Discover all the ways you can use your points on the Telstra Plus Use Points page.
You'll be able to see the number of points, and when they expire, by signing in to the My Telstra app, telstra.com/plus the Rewards Store or when you sign into Fetch.
If your marketing preferences are ticked, we’ll also send you regular updates. Update my marketing preferences
Visit the Telstra Plus 'Use points' page to discover all the ways you can use your Telstra Plus points. You can also use Points + Pay if you don’t have enough points for your favourite item.
Your unused points will automatically expire if not used by the expiry date and will be removed from your points balance.
Expired points will show on your points activity and your points balance will be adjusted.
Any points that have been transferred to you will keep their original expiry date.
Points you transfer to another Telstra Plus account will keep their original expiry date.
Refunded points keep their original expiry date. If the expiring points relate to a cancelled order, please see the question below relating to cancelled orders.
Points can’t be used to pay your Telstra bill or invoice.
No, the expiry date of your points does not change.
Consider other variations of the product you’re looking for as the expiry date can’t be extended. Or, to avoid losing your points, discover all the ways you can use your Telstra Plus points on the ‘Use points’ page.
If you’ve already placed your order but we couldn’t fulfill it (if the item was out of stock), we’ll refund your points. If your order is cancelled within two weeks of your expiry date, or if your expiry date has lapsed, we’ll give you until your next anniversary to use the refunded points.
No, you can’t purchase more points. However, you may be able to use Points + Pay. Points + Pay gives you the opportunity to use points and pay the difference with money. Browse the Rewards Store
You’ll be able to purchase most rewards with Points + Pay. Points + Pay gives you the opportunity to use points and pay the difference with cash.
When you select a reward in the Telstra Plus Rewards Store, you’ll be shown a set combination of points and pay required to put towards the purchase of that item. You then have the option to select the combination of points you’d like to use by moving the slider which will also indicate the monetary component payable by an accepted credit card or debit card upon checkout.
If you’ve discovered a problem or fault with your reward, you can initiate a return using the online returns form. If a reward is faulty, you can return it and we’ll arrange a replacement. If we don’t have your exact product in stock, we’ll contact you to discuss your options.
Please choose carefully as we don’t accept returns if you change your mind. Learn more about the Telstra returns policy and process.
No, the refund will be a like-for-like reversal of what you paid.
E.g. if you paid 10,000 points and $50, you’ll get 10,000 points and $50 refunded.
Once we receive your reward at the warehouse and it’s deemed eligible for a refund, your points (and any dollar amount if you used Points + Pay) will be refunded to your account within 5 days.