Media Release, 27 January 2012

Telstra today announced an assistance package for its residential and small business customers in and around the Clarence Valley who have lost services as a result of the current floodwaters.

Telstra's relief packages are determined by the nature and scale of the specific event and can include:

Short term measures (for Telstra customers who have a short term impact – temporary evacuation of premises or temporary fault e.g. due to flooding):

  • Free call diversion from an affected fixed home or business phone service to another fixed or mobile service of the customer's choice, regardless of the carrier
  • Customers who use the free call diversion to divert their affected fixed home or business phone to their Telstra mobile service, can also make local and STD® calls on their mobile at fixed line rates, in accordance with their selected HomeLine® or BusinessLine® plan (limited to one designated Telstra mobile per affected household or business)


These offers are applicable while customers remain without their Telstra fixed line service until network damage in the area due to the natural disaster is repaired, or while customers remain evacuated, for a maximum period of 3 months from the date of the natural disaster. 

Telstra pre paid and post paid mobile customers who do not have a fixed line can receive a one off credit to the value of $50.00 (limited to one mobile phone per household or business)


Affected customers should call Telstra on 132 203 to report a fault on their services and/ or to register for the assistance package offers.

Telstra Country Wide Area General Manager for the North Coast NSW, Sue Passmore, said there had been little damage to key Telstra infrastructure so far and technicians would continue to work to fully recover any communications services which had been impacted by the floodwaters.

Ms Passmore encouraged customers to call Telstra on the above number to report a fault and register for the assistance package if they had lost their home.

“We understand this is a terrible time for anyone who has been affected by these floodwaters and hopefully this package will help people as they work through this crisis,” Ms Passmore said.