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PRIORITY® ASSISTANCE

What is PRIORITY® ASSISTANCE?

PRIORITY® ASSISTANCE is a free service designed to help customers who have (or are living with someone who has) a diagnosed life-threatening medical condition, and whose life may be at risk without access to a fully operational phone service.

Who is eligible?

Any Telstra customer with (or living with someone who has) a diagnosed life-threatening condition is eligible for PRIORITY® ASSISTANCE. For example:

  • patients at high risk of respiratory emergencies
  • patients with high-risk mental health disorders
  • technology dependent patients who are at high risk
  • patients at risk of life-threatening hypoglycaemia or epilepsy
  • patients at high risk of obstetric and neonatal emergencies
  • patients at high risk of cardiovascular emergencies
  • dependent patients who live alone, without support or in remote locations.

The list above is a general guide only. For a detailed list of eligible medical conditions, see the PRIORITY® ASSISTANCE brochure in PDF, 381kB or RTF, 127kB.

PRIORITY® ASSISTANCE policy information

Telstra is currently introducing PRIORITY® ASSISTANCE arrangements. Once implemented PRIORITY® ASSISTANCE will move to a pre-registered scheme, however currently the above mentioned arrangements remain in place. How does it work?

If a PRIORITY® ASSISTANCE customer has a fault on their home phone line, without any other working phone service (from Telstra or another provider), we'll attend to the fault with the highest practicable level of service available.

We'll also install a PRIORITY® ASSISTANCE customer's first home phone line at their address as quickly as practicable.

PRIORITY® ASSISTANCE covers the use of one home phone line only (mobile phones are not included).

How do I apply?

Please complete a PRIORITY® ASSISTANCE application form (PDF, 55KB) and mail it (no stamp required) to:

Telstra PRIORITY® ASSISTANCE Team
Telstra Corporation Limited
Reply Paid 79633
Newcastle NSW 2300

You can also send your completed application (A4 print-friendly version) via email to priority.assistance@team.telstra.com, or fax to 1800 623 537

How do I get immediate ASSISTANCE?

If you require immediate ASSISTANCE with a line fault or connecting the first home phone line at your address, please phone us.

Line faults: 13 2203

Line connection: 1800 331 286

We’ll provisionally register you as a PRIORITY® ASSISTANCE customer when you call, and you'll then need to send an application form to us within 28 days of being provisionally registered.

Registration and renewal

If eligible, you'll be registered for PRIORITY® ASSISTANCE for up to three years, depending on your circumstances.

Before the three years are over, we’ll invite you to re-register if you still require PRIORITY® ASSISTANCE.

PRIORITY® ASSISTANCE policy information

Telstra is currently introducing new PRIORITY® ASSISTANCE arrangements. Once implemented PRIORITY ASSISTANCE will move to a pre-registered scheme, however currently the above mentioned arrangements remain in place.

PRIORITY® ASSISTANCE for Individuals Policy (PDF, 209KB)

Information for medical practitioners (PDF, 101KB)

Alternative and accessible formats

Please contact the Disability Enquiry Hotline on 1800 068 424 if you require a copy of the PRIORITY® ASSISTANCE brochure and application form in an alternative/accessible format.