Telstra - Disaster Assistance
We're here to help
We’ve seen the devastating effects of extreme weather events and we’re here to help you stay connected.
If you're in immediate danger, call 000 (triple zero)
What to do when calling 000:
Stay calmYou’ll be asked if you need police, fire or ambulance. Tell them which emergency service you need. You’ll be connected to an emergency call taker who will ask you a series of questions to help them assist you. Answer the questions.
State your locationIf you’re using a phone service where location details are not available (mobile or IP voice service), you’ll be asked for the Town and State details of the Emergency. This ensures you are connected to the correct locality for response by the emergency services.
Give accurate informationIt’s vital to provide the correct information so that the emergency service requested can attend your situation.
Important to remember: These questions are asked to provide you with the best and fastest service for your needs. In time-critical situations the emergency services are being dispatched while you're being questioned. Your information will continue to be updated throughout the call.
Whether it’s a temporary interruption to your service or more long-term, you could be eligible for our disaster assistance packages:
25GB data and free call bundles
We’re giving eligible mobile customers an extra 25GB of data for use within 30 days in Australia, plus a free call bundle to eligible Pre-Paid mobile customers. We’ll send you an SMS if you’re in an affected area. If eligible, the extra data will be applied within 24 hours. To register, complete the online form or call us on 1800 888 888.
Free call diversion
We’re offering free call diversion if you’ve had to leave your home or business premises due to a disaster, to help make sure you can still stay in touch. This offer is available for up to 6 months from the date of the disaster event. You can request to divert your calls using an online form or Message us.
Long term assistance
If you’ve suffered severe damage or loss of your home or business premises and need to relocate, we’ll disconnect your existing fixed phone service and give you:
- Free call diversion from your fixed phone service to another Australian fixed or mobile service, regardless of the provider
- A one-off credit on your Telstra fixed phone account to help cover the cost for:
- Connection of a new Telstra fixed phone service at your temporary address
- Re-connection of a Telstra fixed phone service at your original address
If you’re a small business owner and your service has been severely impacted by a disaster, we’ll put your account on hold until things get back up and running. Or, if you can’t make a payment right now, we’re giving you more options via the Consumer and Small Business online billing self-service hubs.
Keeping you connected
We get how important it is to stay in touch in the event of a disaster.
All calls from our payphones to standard local, national and mobile numbers in Australia are now free at all times.
And when disaster assistance packages are announced, we give everyone in the affected area access to free Wi-Fi at payphones equipped as Telstra Air Wi-Fi hotspots.
How to stay connected
Helping you to stay connected is our priority at all times.
We’ve all seen the devastating effects of the bushfires in recent times. In 2019-20, the bushfire burnt 17 million hectares, destroyed over 5,500 buildings and killed at least 33 people. Unfortunately, in Australia, bushfires, cyclones and floods are becoming more frequent and more intense, so being prepared is critical.
We’ve answered some of your frequently asked questions:
Things you need to know
Post-Paid personal and small business mobile and mobile broadband customers can register for an extra 25GB of data to use in Australia within 30 days.
Pre-Paid mobile and mobile broadband customers with an active recharge of $40+ can register for 25GB of additional data to use in Australia within 28-30 days (depending on your plan).
You can register via the My Telstra app (if you’ve received an SMS) and if you’re eligible the extra data will be available within 48 hours. We’ll send you an SMS when it’s been applied. You won’t see the extra data on your bill, but it will appear in your app usage information.