Telstra - Disaster Relief
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.
How to stay connected
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.
Keeping you connected
So, when disaster assistance packages are announced, we give everyone in the affected area access to:
- free calls through local payphones
- free Wi-Fi at Telstra Air Wi-Fi hotspots.
We'll send you an SMS if you're in an affected area.
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 our 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 or we’ll contact you with other options.
To register, call us on 1800 888 888.
Free call diversion
$500 credit for fixed home phone
If you’ve had to move due to the disaster, we’ll apply a one-off credit up to $500 (incl. GST) for the connection cost of a new Telstra fixed phone service at your temporary address, and/or the cost of re-connection when you move back. Call us on 1800 888 888 to register.
If you’re a small business owner and your service has been severely impacted by the 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.
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 (other than those on an upfront mobile plan) can register for an extra 25GB of data to use in Australia within 30 days.
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.
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