Payphone services

Telstra Payphones

Keeping Australians connected when they are out and about. To find the location of a public payphone, use our payphone locator search tool.

Important changes

From 25 August 2022, free Telstra Wi-Fi will be available at enabled payphones around the country. Standard national and mobile calls are free of charge from all Telstra payphones.

From 8 October 2021, payphones will stop accepting coins. To make a call to international or other charged destinations, you have the option of using a Telstra Phonecard or other third-party calling cards.  Find out more about Telstra Phonecards.

We provide around 14,400 public payphones throughout Australia which continue to provide valuable services to the community in an ever-changing digital world.

Payphones have always been and continue to be a vital piece of social infrastructure that are a convenient beacon of safety and connection, especially for our most vulnerable and disadvantaged in the community.

We have a universal service obligation to ensure that payphones are reasonably accessible to all people in Australia, no matter where they live or conduct business. We allow for public consultation on the location of payphones and try to resolve any complaints.

Here you'll find information on the public consultation process as well as how to make a complaint if you disagree with our final decision on a payphone location or removal.

Payphone enquiries & applications

Find out how to apply to have a new payphone installed, have the location of an existing payphone changed, or have an existing payphone removed.

Reporting faults

Find out how to report a Telstra payphone that's damaged or not working. Also how to have a faulty Telstra Phonecard replaced.

Telstra Smart Payphone

Find out about our latest public payphone – the Telstra Smart Payphone – and its features.

TTY payphones

Our Teletypewriter (TTY) payphones enable people who are deaf or have a communication impairment to stay in touch when out and about.

Public consultation documents and notifications

We will consult with the general public where we're proposing to either install a new payphone or to remove an existing payphone.

Information regarding current proposals may be accessed by opening the documents attached below. Where no documents are attached under either of the proposal types, that means there are no current proposals.

Payphone removal proposal notifications

Payphone installations proposal notifications

N/A

Public consultation documents

Payphone Removal Proposal Notifications - Concluded to Proceed

Payphone Installation Proposal Notifications - Concluded to Proceed

N/A

How to make a complaint about a payphone location or removal

The following process and timeframes will apply where Telstra has made a final decision about the proposed installation or removal of a payphone: 

If you disagree with Telstra's decision, you must lodge a complaint with Telstra about that decision within 20 working days from the date when Telstra provided its written notification of the final decision. 

We will provide an acknowledgement and a complaint reference number within 5 working days of receiving the complaint.

Telstra will provide a response, in writing, to the complaint within 20 working days of receiving the complaint.

If the complaint is in relation to a decision to remove a payphone, then it must relate to a decision where the removal would result in no other payphone remaining at that location.

If you are dissatisfied with Telstra's response to the complaint in relation to a final decision regarding a payphone removal proposal, you may lodge an objection with the ACMA within 10 working days from when Telstra provides its written response to that complaint.
 

Complaints may be made by:

Writing to:

Telstra Payphone Siting Manager
Locked Bag 4850, Melbourne Vic 3001

Email:

payphone.solutions@team.telstra.com

Phone during business hours:

Payphone enquiry line
1800 011 433, Option 2 (free call from fixed phones)
 

For information about making an enquiry or lodging a complaint in a language other than English, please get multilingual support.

Free Telstra Wi-Fi Terms and Conditions

This free Wi-Fi service (the Service) is provided by Telstra Corporation Limited. By accessing and using the Service, you accept the following terms and agree to manage how you personally access the Service in accordance with them.

The Service is open and public. We recommend that you don't send or receive sensitive personal information or carry out activities like Internet banking, and make sure you disconnect from the Wi-Fi network after using it. We do, in our sole discretion, limit or block certain websites or content.

This is a free service provided to support the community. To ensure equal use and quality of Wi-Fi for all our customers, we ask you to fairly use the service and monitor the amount of time you are connected, particularly in times of increased community need such as emergencies or local disasters.  

You are solely responsible for any information or data uploaded, downloaded or otherwise communicated via the Service and you are responsible for keeping all usernames, passwords and other security-based information secure and private. You should protect your device against unwanted traffic or downloads, including by maintaining up-to-date anti-virus software.

You accept that your access to and use of the Service is at your own risk and we do not guarantee that the Service will be available at all times or will operate without error. We can suspend or terminate your access to the Service in our sole discretion and without notice, without any liability to you.

Once you access the Service and open your internet browser to view a website, we will collect information regarding your web browser and device type/name and/or operating system information as used by your device, to determine the most effective way to display the requested webpage or content on your device. We will also collect and store the IP and MAC address of the device that has accessed the Service and non-personal information about your use of the Wi-Fi service. We will use this information for monitoring our service so that we can improve it.

You must not use or attempt to use the Service, or allow Service to be used in any way: that is unlawful or could cause us to be in breach of any law-e.g., you must not infringe the intellectual property rights of any person or commit any criminal offences; that is obscene, defamatory, libellous, threatening, abusive, offensive or hateful; which could result in us incurring liability to any person which could interfere with the Service, our networks or equipment or those of another person, or the provision by us of services to you or another person; to engage in conduct or activities that we consider could adversely affect our reputation or brands; or which attempts to manipulate or bypass any limitations on the Service by any means.

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