We’re here to keep you connected and up to date about COVID-19 (Coronavirus). Our number one priority is the wellbeing of our customers and team members. We encourage you to  follow the guidance of the Australian Health Department  on how to protect yourself.

Supporting you during COVID-19

Supporting our customers in Victoria under increased COVID-19 restrictions

We’re helping our customers stay connected during increased COVID-19 restrictions in the Victoria.

 

We’re offering our eligible consumer and small business customers in Victoria extra mobile data and unlimited home phone calls to pensioners, from Thursday 6 August 2020.

Bill assistance

If a bill comes in and it's going to be hard to pay, we can help. We offer flexible payment options if you're experiencing difficulties.

Connected Family internet offer

We want to help everyone at home stay connected. That’s why we're offering discounted internet for 12 months to low income families receiving Family Tax Benefit Part A or Part B.

Keeping you connected

The Telstra app

Our app is the easiest way to view your services, manage payments on the go and get help without the wait. You can also check for outages, track orders and troubleshoot most NBN and Mobility issues. 

Keeping you online

Get tips for staying online if your service is disrupted due to planned works or network outages.

Essential tips

Whether you’re working and studying from home, or getting up to speed with home schooling, we can help you stay connected.

Changes to our operations

Retail stores

We've temporarily closed our retail and partner stores in Metropolitan Melbourne.

 

Some stores will be repurposed as contactless service centres.

Delays to some order deliveries

COVID-19 impacts are causing delays on some orders. Your order should arrive within 10 days if you’re in a metro location. Regional orders may take longer. 

 

We’re doing everything we can to get your order to you quickly.

Call Centres

Due to COVID-19 restrictions, our contact centres are operating with reduced staff volumes. Expect longer than usual wait times if seeking customer service by phone.

 

We recommend downloading our app as the easiest way to manage your services.

Impacts on our products and services

Telstra Plus benefits

Due to COVID-19 impacts, there may be changes to some events sold through Telstra Plus Tickets. 

Platinum customers

Due to COVID-19 impacts, we're unable to take any new Telstra Platinum orders, or offer Telstra 24x7 tech support over the phone or online.

Help & Support

Personal Support

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

Business Support

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

Enterprise Support

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