Telstra to establish process for business customer compensation claims

Media Release, 30 November 2012

Telstra today announced a streamlined process to make it easier for business customers impacted by the Warrnambool exchange fire to make a claim for compensation.

Telstra understands it may take some time for business customers to determine the impact of the fire on their business, however wants to make it as easy as possible to make a claim once they are ready.

The fast track process will provide business customers flexible ways to claim, depending on their circumstances, including:

  • dedicated call centre staff to be available for customers with inquiries to call and provide advice on making a claim;
  • specially trained employees visiting impacted areas and towns;
  • an online claim form on

Local Telstra area general manager Bill Mundy said Telstra was in the process of setting up the fast track process and would provide further information to customers in the coming days about when staff would be in each area and the dedicated call centre telephone number.

“We understand the impact this has had on local businesses and the economy and we want to make it as easy as possible for people to make their claim,” Mr Mundy said.

This follows the announcement yesterday that fixed phone and ADSL broadband customers that have been impacted by the fire will have one month’s line rental credited to their account. Telstra will also ensure that any customer who has used their mobile service as their primary phone or data service while their fixed line was unavailable for calls or data will not incur additional standard* usage charges above their included plan allowance.

Telstra again apologises to customers and thanks them for their patience during the restoration period.

* excludes Premium SMS, Int’l calls, etc