What's Priority Assist?

We provide customers with prioritised connection and fault repair of their home telephone line.

If you, someone in your household, or someone in your care, may be at risk without access to a working home phone line.

Who's eligible?

If you're a Telstra customer with a diagnosed life-threatening medical condition, or someone in your care or household has been diagnosed with one.

What do I need to apply?

Approval from a doctor or medical practitioner

A medical certificate from your doctor.

Telstra home phone number

We need a Telstra home phone number to verify that the applicant is a Telstra customer.

Applicant details

We need to know who Priority Assist is being set up for. You may also need to include representative details if you’re applying on the applicant’s behalf.

How do I apply?

  1. Check this list to see if the medical condition is eligible for Priority Assist.

  2. Fill out the online application now for the fastest approval times. You can find out other ways to apply by checking our FAQs.

  3. Include a medical certificate from a Doctor or Medical Practitioner to confirm their approval.

  4. We'll assess your application and contact you within 5-7 business days.

Priority Assist Performance Information

January - March 2021


  Connections completed within PA timeframe Fault repairs completed within PA timeframe
TOTAL 99.06% 96.36%
Telstra Network 97.18% 97.14%
NBN Network 99.26% 96.05%



Frequently Asked Questions