Call centre and store updates
The latest on our retail stores and 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 don't meet any COVID-19 self-isolation criteria advised by the Australian government (such as having recently returned from overseas or if you have been exposed to someone with COVID-19).
Queensland store closures
In line with government restrictions in parts of Queensland, some stores are currently closed. From 2 August these stores will open from 10am-3pm for essential services. Check our store locator for the latest changes to store opening times in your area.
Call & Collect in store
Check our store locator for the latest changes to store opening times in your area and call your nearest store to arrange a Call & Collect order.
We recommend you download our app to manage your existing services.
Appointments
Book an appointment online
Book an appointment for 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.
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.
In My Telstra, 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 also message us in the My Telstra app or visit help and support.
Call centres
Impacts on our workforce
There are 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.
Increasing capacity
Prioritising urgent calls
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.