COVID-19
Changes to contact centres and retail stores
Changes to some of our stores
Go to the store locatorMetropolitan Melbourne stores
We’ve temporarily closed our stores in metropolitan Melbourne as part of the Victorian Government’s Stage 4 restrictions.
If you need our help, you can message us in the My Telstra app or visit our help and support.
Contactless service centres – by appointment only
We’re repurposing some of our stores in metropolitan Melbourne as contactless service centres for customers experiencing an essential service issue.
Our contactless service centres will be operating with reduced staff six days a week (Monday to Saturday) from 10am to 2pm for the duration of the Stage 4 restrictions, by phone call appointment only.
Please call an available store (from the list below) to book an appointment as we’re unable to take online bookings.
Essential services include the following:
- SIM swap
- New or replacement devices
- Fixed internet connection and modems
Once you make an appointment, you will need to attend the store at the designated time with photo ID.
Wear a mask and observe social distancing when you visit. Please do not attend if you are experiencing any cold or flu-like symptoms and ensure you 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 repurposed as contactless service centres:
- Airport West
- Altona Gate
- Berwick
- Box Hill
- Camberwell
- Chadstone
- Chirnside Park
- Craigieburn
- Eastland
- Elsternwick
- Epping
- Fountain Gate (Level 1)
- Frankston
- Greensborough
- Hastings
- Highpoint
- Knox
- Melbourne Icon
- Melton
- Mornington
- Northcote
- Pakenham
- South Melbourne
- Southland
- Sunbury
- The Pines
- Victoria Gardens
- Waverley Gardens
- Werribee (from 11 August)
Check our store locator for the phone number of your nearest store.
Expecting to collect a device?
If you were expecting to collect a device from one of our metropolitan Melbourne stores in the coming days, we will be in touch with you soon.
We appreciate your patience and cooperation during this difficult time.
Other Australian 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.
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.
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.