Information for community agencies
The Telstra Bill Assistance Program is aimed at assisting people who are experiencing financial difficulty and are having a problem paying their Telstra bill.
Participating community agencies can provide clients with a Telstra Bill Assistance Certificate of a fixed amount to pay towards their Telstra bill.
Telstra funds the program and participating community agencies distribute the program on Telstra's behalf.
Agencies assisting clients with their Telstra bills can also share the following information:
- The customer can contact Telstra directly on 1800 531 951
- Access information on financial hardship and how Telstra can help
- Refer customers to other local Telstra Bill Assistance Program agencies such as St Vincent De Paul, Salvation Army and Anglicare
Welfare workers can contact Telstra directly on behalf of their clients – refer to the Telstra Bill Assistance Program Guidelines.
How does an agency order more pre-paid envelopes?
Complete and return the envelope re-order form.
From 3 August 2021, local and national calls to standard fixed line numbers and calls to standard Australian mobiles on Telstra’s public payphones across Australia are now free.
The Telstra Calling Card Program has been retired.
For eligible Homelessness and Domestic Violence agencies, we offer a Telstra Top-up Program (in conjunction with our community partner Infoxchange) to address immediate crisis situations when a Telstra pre-paid mobile handset is the customer’s only suitable means of communication.
To find out more, please visit Infoxchange.
The Sponsored Access Program aims to provide a secure phone service in short term crisis accommodation properties for people in crisis who seek emergency shelter.
Eligible not-for-profit organisations can apply for a Sponsored Access service which allows incoming calls (except reverse charge calls). Outgoing calls are restricted to triple zero (000) and Telstra service and faults.
You may also be able to call some of the services set out in the ‘Advice and Assistance’ section at the front of your local White Pages® directory, if they are free-to-call numbers. Other outgoing calls can be made using a Telstra PhoneAway® card.
Who can apply?
- Registered Charities or not-for-profit community organisations who:
- provide short term crisis accommodation; and
- is an owner of a property; and
- is a nationally registered Community Housing Provider under the National Regulatory System Community Housing.
- Eligible organisations can apply for one Sponsored Access service per property.
The service will be connected in the name of the not-for-profit organisation that owns the property, not in the names of individual clients residing at the property.
As part of the Sponsored Access program, the Sponsored Access service may, upon request, be implemented as a silent line, free of charge (connection charges may apply).
How does an agency connect / modify / cancel a Sponsored Access service?
The community organisation responsible for the CAP property can apply for a maximum of one Sponsored Access Service per property, by completing the Sponsored Access Enquiry Form.
Helping women impacted by domestic violence to stay safely connected
Telstra has partnered with the Women’s Services Network (WESNET), Australia’s peak body for domestic and family violence services, to help women impacted by domestic violence to stay safely connected. Telstra will provide smartphones, pre-paid credit, and information on the safe use of technology to WESNET who will distribute them to partner agencies across the country that work directly with clients impacted by domestic violence.
If you or someone you know is experiencing domestic violence:
- In an emergency call the police on 000
- Call 1800 RESPECT (1800 737 732) to speak to a trained counselor from the National Sexual Assault, Domestic and Family Violence Counselling Service
- Access online counselling through 1800 Respect
- Consider having an unlisted number – there is no fee for an unlisted service. Find out more about protecting your Privacy
- Visit the WESNET website
- Read our tips about Cyber Safety
- Read our tips on protecting yourself and your mobile phone (PDF, 2MB)