Call centre and store updates
The latest on our retail stores and our contact centres
Our retail stores
We take the safety of our people and customers very seriously and have robust hygiene standards in place in stores.
We ask that you only visit a store if you’re feeling well and do not meet any COVID-19 self-isolation criteria advised by the Australian government, such as having recently returned from overseas or been exposed to someone with COVID-19.
Contactless collection
Call to book an appointment
Book an appointment for contactless collection or a service appointment. Services include swapping a SIM, getting a new or replacement device, or managing your fixed internet connection and modems.
Visit your store
Once you have an appointment, head to your store at the designated time with photo ID.
Wear a mask and observe social distancing when you visit. Please don't attend if you're experiencing cold or flu-like symptoms, have been advised to self-isolate, or have recently returned from overseas.
We take the safety of our people and customers very seriously and have robust hygiene standards in place in stores.
Contactless collection makes it easy for you to shop online then pick up your order in store when it's ready. Alternatively you can shop online and get home delivery.
Wear a mask and observe social distancing when you visit. Please don't attend if you're experiencing cold or flu-like symptoms, have been advised to self-isolate, or have recently returned from overseas.
We take the safety of our people and customers very seriously and have robust hygiene standards in place in stores.
Contactless collection makes it easy for you to shop online then pick up your order in store when it's ready. Alternatively you can shop online and get home delivery.
Shop online
You can shop online for the latest devices or accessories and have them delivered to your home, or make an appointment with your local store to arrange contactless pick-up.
In My Account or the My Telstra app, you can also manage your services, pay bills and get help online at any time.
Telstra has a range of ways to shop and get help. You can message us in the My Telstra app or visit help and support.
In My Account or the My Telstra app, you can also manage your services, pay bills and get help online at any time.
Telstra has a range of ways to shop and get help. You can message us in the My Telstra app or visit help and support.
We may not be able to take your call
Impacts on our workforce
Due to global containment measures, Telstra’s contact centre workforce has been reduced. This means there will be longer wait times for customers contacting us via phone or online messaging.
There is no impact to Triple Zero (000) emergency calls.
We know how frustrating this can be and we are working to improve the situation, hoping to get to as many of you as possible.
Thanks for your patience as we work through this. Visit our help section online for answers to your questions or find tips on how to use the My Telstra App.
There is no impact to Triple Zero (000) emergency calls.
We know how frustrating this can be and we are working to improve the situation, hoping to get to as many of you as possible.
Thanks for your patience as we work through this. Visit our help section online for answers to your questions or find tips on how to use the My Telstra App.
Increasing capacity
We are working to increase our contact centre capacity in a number of ways including recruiting additional contractors, ramping up our working from home capabilities, increasing overtime and extra shifts for our Australian-based staff, and diverting sales calls to our stores.
Prioritising urgent calls
We are prioritising Medical Priority Assist enquiries, as well as high risk cases.
If your enquiry is not urgent and does not fall into one of these categories, please either contact us at another time, or you can self-service on Telstra.com.au or the My Telstra app.
Tracking your order online
While we may not be able to take your call right now, you can track the status of your order online.
Have questions? Get help with how to track an order.
Help & Support
Personal Support
Get comprehensive help with our range of articles, including: accounts & billing; mobiles & devices, internet,
pre-paid and more.
Business Support
Get help online with our range of support guides and handy FAQs.
Enterprise Support
Telstra Connect is working as usual, allowing you to get support, raise incidents and manage your products online.