Media Release, 21 March 2012

Telstra today announced an assistance package for its residential and small business customers in Townsville who have lost services as a result of the recent devastating storm in the early hours of Tuesday 20th March 2012.

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. 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)

Long term measures (for Telstra customers who have suffered severe damage to or loss of their premises e.g. fire, cyclone, tornado):

Fixed Services

  • Cancellation of a Telstra fixed phone service at the customer’s existing residence or business, with free number reservation for up to twelve months from the date of the natural disaster
  • Free call diversion from the customer’s Telstra fixed line to another fixed or mobile service of their choice. This offer is applicable for a maximum period of 3 months from the date of the natural disaster.
  • 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)
  • Free connection of a Telstra fixed phone service at one residence or business within a twelve month period beginning from the date of the natural disaster

BigPond® Services

  • Cancellation of a BigPond® service at the customer’s existing residence or business, with free email address reservation for up to twelve months from the date of the natural disaster
  • Free connection of a BigPond® service at one residence or business within a twelve month period beginning from the date of the natural disaster

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 North Queensland, Rachel Cliffe said there had been little damage to key Telstra infrastructure so far but technicians would continue to work to fully recover any communications services which had been impacted by the severe weather.

Ms Cliffe 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 the severe storm on Tuesday morning and hopefully this package will help people as they work through this crisis,” Ms Cliffe said.