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.

Find a store

Check your local store listing for the latest updates on opening times and appointments.

Find a store

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.

Find your local store

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.

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 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 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.

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.

Track your order now

Help & Support

Personal Support

Get comprehensive help with our range of articles, including: accounts & billing; mobiles & devices, internet, pre-paid and more.
Find out more

Business Support

Get help online with our range of support guides and handy FAQs.
Find out more

Enterprise Support

Telstra Connect is working as usual, allowing you to get support, raise incidents and manage your products online.
Telstra Connect