Changing our approach to affordability

We recognise affordability isn't one size fits all. People use services differently and have different needs, so rather than a narrow set of options, we've broadened our approach so more people can benefit from the support we're able to offer for our customers.

As our Consumer Group Executive Brad Whitcomb said recently, from May we're making changes to some of our mobile plans to help support continued investment in our network. Alongside those changes, we're introducing new choices designed to fit different budgets and usage needs.

This is a significant shift in how we think about affordability and deeply aligned to our purpose, which is to build a connected future where everyone can thrive.

In developing this approach, we consulted with our independent low-income expert advisory panel and listened carefully to their feedback, ensuring the changes reflect real customer needs, whether that be a pensioner or a family struggling with the affordability.

Access mobile plan

From 5 May 2026, we'll launch our Upfront Mobile Access plan, a dedicated mobile plan designed to provide connectivity for basic needs at a more affordable price point, with no concession card required.

This plan is designed for essential on the go tasks, such as:

• Calling and texting
• Emails
• Checking essential websites and support services
• Connecting with family and friends

The plan will include 5GB of data per month (no data sharing), with unlimited standard national calls and texts in Australia. From July, speeds will be capped and hotspot use will be limited, meaning it's not suitable for high data activities such as HD video streaming, online gaming or regularly hot-spotting multiple devices. For customers with higher data needs, we have a range of other options across our pre-paid, Boost and Belong plans that may be a better fit.

To make sure the Access plan reaches those who need it most, the option to transfer to this plan will only be available through our specialised teams as part of an account review process. Existing Telstra customers who need help to stay connected with family and friends will be assessed on their individual circumstances and, if the Access plan is the right solution for them, it will be offered as one of the options.

A new concession discount

From 1 July 2026, eligible concession card holders (Pensioner, Health care and Veteran Affairs Gold cards) will be able to receive a 10% discount on any Upfront postpaid mobile plan, excluding the Access plan. This is a significant change as previously concession discounts have only been available on one specific plan, which meant less flexibility for customers whose needs didn't match that option.

Under the new approach, concession customers will be able to choose from our range of Upfront mobile postpaid plans - whether they want more data or other features - and still receive a meaningful discount. Where a valid concession is on file, the discount will be automatically applied to eligible plans.

Alongside these changes, we'll continue to offer:

• A variety of pre-paid options, now with more data for growing connectivity needs
• Different choices through our other brands, including Belong and Boost, at a range of price points

Together, these options are designed to give customers more ways to find something that works for their needs and budget.

Check out this table to see the affordability options available to our customers.

Our ongoing support

Our commitment goes beyond affordability. It's about building a more inclusive future, guided by feedback from consumer groups and our social impact goals under our Connected Future 30 strategy.

In FY25 alone, Telstra supported 1.9 million customers in vulnerable circumstances, contributed $126 million in social and community value through programs like Telstra Top-Up and safety and domestic violence initiatives and delivered one million disaster relief packages.

These new initiatives build on that foundation and reaffirm our promise that no one should be left behind.