What is Priority Assist?
Priority Assist is a service available to eligible customers who have their fixed home service with Telstra. This service is available to customers, or a person living or a person living at their home, who have a diagnosed life threatening medical condition, and whose life may be at risk if they don’t have access to a working phone line service.
If a registered Priority Assist Customer reports a problem with their home phone line and doesn’t have another working phone service (either from us or another provider), we'll attend to the fault with the highest practicable level of service. For Priority Customers who need a phone line connected at their address for the first time, we’ll connect their service as quickly as practicable.
Priority Assist covers one home phone line only, and doesn’t apply to internet services or mobile phones. There are no additional charges for registering for Priority Assist status.
Who is eligible?
Any Telstra customer who’s been diagnosed with a life-threatening condition, or who is living with someone who has, is eligible for Priority Assist. For example, Priority Customers may be:
- Patients at high risk of respiratory emergencies
- Patients at high risk of cardiovascular emergencies
- Patients at risk of life-threatening hypoglycaemia or epilepsy
- Patients at high risk of obstetric and neonatal emergencies
- Patients with high-risk mental health disorders
- Technology-dependent patients who are at high risk
- Dependent patients who live alone, without support or in remote locations.
How do I apply?
If you are eligible for Priority Assist status, you can apply by completing the Priority Assist application form (PDF, 521KB) or Priority Assist application form (docx, 27KB) and posting it (no stamp required) to:
- Telstra Priority Assist Team
- Telstra Corporation Limited
- Reply Paid 79633
- Newcastle NSW 2300
You can also email your completed application to email@example.com, or fax it to 1800 623 537.
How can I get immediate assistance?
If you need immediate assistance with a fault on your existing line, please call 13 2203.
For immediate help with a new line connection, please call 1800 331 286.
How long will I stay registered for?
Once your application has been approved, you'll stay registered for Priority Assist for up to three years, depending on your circumstances.
Before the three years are over, we’ll check in with you through a reminder letter to confirm if you still require the service and would like to re-register.
Is this information available in a more accessible format?
Please call the Disability Enquiry Hotline on 1800 068 424 to request this information on Priority Assist in the format you need.
Can I apply for Priority Assist to the phone line service I am taking over as part of the Change of Ownership process??
Priority Assist is available to eligible consumer customers who have their fixed home service with Telstra or to Small Business customers who run their business from a residential address and are using a Telstra fixed phone service which is not provided through our Digital Office Technology range of plans. Priority Assist covers one fixed phone line only and doesn’t apply to internet or mobile services.
The Change of Ownership form includes fields where you can indicate that you require Priority Assist and if you are not already registered for Priority Assist, you must also submit a Priority Assist application form, along with any required documentation, to the email, fax or post details on the form within 28 days of submission of the Change of Ownership form.
Where can I find more information?
For more information on Priority Assist and how it can help you, please refer to the following web pages:
- Priority Assist Policy
- Department for Communications and the Arts Priority Assistance page
- ACMA’s Priority Assistance fact sheet