What is Priority Assistance®?
Priority Assistance is a service available to eligible customers who have their fixed home service with Telstra. This service is available to customers who have (or is a person living with someone who has), 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 Assistance 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 Assistance 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 Assistance 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 Assistance. For example, Priority Customers may be:
- people at high risk of respiratory emergencies
- people at high risk of cardiovascular emergencies
- people at risk of life-threatening hypoglycaemia or epilepsy
- people at high risk of obstetric and neonatal emergencies
- people with high-risk mental health disorders
- technology-dependent people who are at high risk
- dependent people who live alone, without support or in remote locations.
As the list above is a general guide only, please check the Priority Assistance brochure (PDF, 1.2MB) for a detailed list of eligible conditions.
How do I apply?
If you are eligible for Priority Assistance status, you can apply by completing the Priority Assistance application form and posting it (no stamp required) to:
- Telstra Priority Assistance Team
- Telstra Corporation Limited
- Reply Paid 79633
- Newcastle NSW 2300
You can also email your completed application to firstname.lastname@example.org, 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 Assistance 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 Assistance in the format you need.
Where can I find more information?
For more information on Priority Assistance and how it can help you, please refer to the following web pages:
- Our Priority Assistance for Life Threatening Medical Conditions Policy (PDF, 209KB)
- Department for Communications and the Arts Priority Assistance page
- AMCA’s Priority Assistance fact sheet
- Community Alliance’s Priority Assistance code.
If you’re a doctor, or need to give your doctor information about Priority Assistance, take a look at our information for medical practitioners’ fact sheet (PDF, 101KB).