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.

 

Visit online help How to use the 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

Business Support

Enterprise Support