How our stores are here to help

We know that there’s still some ongoing uncertainty as we navigate our new COVID-safe world, but as restrictions ease, we’re welcoming customers back into stores with new COVID-safe measures of our own. That way, we can ensure everyone can get the support they need in a safe and friendly environment.
Fiona Hayes · 29 June 2020 · 2 minute read

We maintain a number of channels where our customers can get help with new products; billing enquiries and tech support. This includes our My Telstra messaging service that allows you to get in touch with one of our representatives on your schedule.

During the lockdown, we made the decision to close some of our stores to ensure our staff and customers remained safe. We’re happy to announce now that stores across our retail network are open.

Our stores provide a great environment for customers to speak with one of our team members to provide solutions and expert advice.

We continue to focus on providing a COVID-safe environment for our customers and team members. That’s why we’re continuing to support a number of measures to make sure that health and safety remain our top priority.

Enhanced cleaning – including the provision of hand-sanitiser and regular wiping and sanitisation of devices – is already in place, along with plexiglass in customer service areas; effective floor management managing appropriate customer numbers in stores; social distancing, and gloves for our staff.

These measures may extend the wait time in some stores, but we ask all of our customers to treat our store staff with respect at this time and all times. We have a zero-tolerance policy to harassment and abuse in our stores and we ask that visitors behave appropriately.

By implementing these and other measures, we can make sure that our stores remain a safe and friendly place to get help and support.

Find a store or book an appointment at your local Telstra Store.


By Fiona Hayes

Head of Telstra Retail & Regional

Fiona Hayes is the former Executive Director of Global Contact Centres and the now appointed Head of Telstra Retail & Regional, heading the Telstra Store Networks in Telstra Consumer & Small Business. Fiona has a long-standing career in telecommunications, commencing with Telstra in a front line role approximately 20 years ago. In the course of her career, Fiona has worked across many parts of Telstra’s Consumer and Operations business units. Fiona has enjoyed a number of varied positions including senior roles leading contact centre and retail operations, front line customer sales and service, transformational change and process improvement, business planning, investment management and strategy. Fiona has two young sons and lives in Melbourne with her husband Glenn.

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