Telstra is always looking to improve services to all residential customers, especially those of you who have (or who have someone living at their home who has) a diagnosed life-threatening medical condition, and whose life may be at risk without access to a fully operational phone service.
- What is Priority Assistance?
- Who is eligible?
- What are eligible medical conditions?
- How do I apply?
- Frequently Asked Questions
What is Priority Assistance?
Priority Assistance is designed to help residential customers who have (or who have someone living at their home who has) a diagnosed life-threatening medical condition and whose life may be at risk without access to a fully-operational phone service. Such customers are called Priority or Priority Assistance customers.
If a Priority Assistance customer has a fault on the nominated line, and their residence does not have another working standard telephone service (supplied by Telstra or another provider), or they need to connect their first standard telephone service, it will be attended to with the highest level of service practicably available at that time.
Only the lessee of the standard telephone service or their customer representative can actually apply for Priority Assistance.
Priority Assistance does not apply to mobile phones.
Who is eligible?
Telstra residential customers
If a Telstra residential customer or someone living at their home has a diagnosed life-threatening medical condition with a high risk of rapid deterioration and whose life may be at risk without access to a working telephone, the customer could be eligible.
Telstra commercial customers
Priority Assistance is not generally available to commercial customers. Commercial organisations may be able to obtain 'priority' service by applying for an enhanced service level contract (fees may apply).
Customers of other service providers
This is a service for customers who have their access and local services with Telstra. If you believe you meet the criteria for Priority Assistance service, but are not a Telstra customer, you should contact your service provider directly.
What are eligible medical conditions?
An indicative list of eligible medical conditions has been established and endorsed by the Department of Health and Ageing in consultation with relevant non-government medical experts and endorsed by the Chief Medical Officer of Australia. For more information about the eligible medical conditions download the:
To find out if you're eligible for Telstra Priority Assistance, please talk to your doctor.
How do I apply?
For more information on Priority Assistance please call 13 2200.
If you require a first connection, or have a fault on your line, and you believe you are eligible for Priority Assistance, Telstra will immediately provisionally register you as a Priority Customer. An application form will be sent to you and must be completed and returned to Telstra in order for you to retain your Priority Customer status for up to three years.
Before the three years is over, you will be invited to re-apply. You can apply for Priority Assistance any time by printing out the attached application form, completing all the details and mailing/faxing it back to Telstra at the address/fax number below.
Mail the form to:
Attention: Telstra
Priority Assistance Team
Telstra Corporation Limited
Reply Paid 79633
Newcastle NSW 2300
No stamp is required if posted in Australia.
Fax the completed application form to 1800 623 537.
Customers who register for Priority Assistance and receive prioritised service, but are subsequently found to be ineligible, may be charged a fee if costs were incurred for the prioritised work.
- Priority Assistance Application Form for Individuals (PDF, 448KB)
- List Of Persons Before Whom A Statutory Declaration Can Be Made (PDF, 97KB)
Priority Assistance Policy
For more information, review the Priority Assistance Policy:
Attachment 1 to Telstra Priority Assistance Policy:
Information for Medical Practitioners
I need a copy of the information in an alternate format (eg large print)
Contact the Disability Enquiry Hotline on FREECALL* 1800 068 424 if you require a copy of the Priority Assistance brochure and application form in an alternative/accessible format.
Things you need to know
* A free call from most fixed phones and Telstra operated payphones.
