COVID-19
Changes to contact centres and retail stores
We may not be able to take your call
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 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.
We know how frustrating this can be and that is why 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.
Prioritising urgent calls
We are prioritising Medical Priority Assist enquiries, as well as high risk cases. We are also providing a priority messaging service for health care workers.
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.
Changes to some of our stores
As restrictions begin to lift, we’re reopening our stores. You’re welcome to come in and speak to one of our team members. We take the safety of our people and customers very seriously and have robust hygiene standards in place in stores.
We ask that our customers only visit a store if they’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.
Stores that have reopened
NSW
- Burwood
- Broadway
- Blacktown
- Hurstville
- Macquarie Centre
- Liverpool
QLD
- Coomera
- Indooroopilly
- Pacific Fair
- Queens St (136)
- Browns Plains
- Loganholme
- Mt Gravatt
WA
- 140 William St
VIC
- The Glen
- Doncaster
- Northland 2
Stores opening on June 1
NSW
- Eastgardens
- Chatswood
- Mt Druitt
Stores remaining closed for now
VIC
- Melbourne (Exhibition St)
- Melbourne Central
NSW
- George Street North
- Mosman
- World Square
Please check our store locator for updates.