While some countries are abolishing their public phones, Historian Dr Naomi Parry Duncan and Lifeline are supporting a submission to formally recognise three payphones for their unique cultural and social significance. Aussies are also being invited to share their own stories for when a public phone mattered the most.
From CBDs to remote communities, Australia’s public phones have become synonymous with our unique landscape.
For many, they’re a reliable fallback. For others, a lifeline.
To some, these familiar fixtures might seem like relics of the past, but for millions of Aussies, they remain a vital connection point.
While other parts of the world (such as Spain, Italy and New York City) have made the decision to remove or drastically reduce their public phones, Australia has continued to evolve and modernise this essential resource to help keep the most vulnerable connected.
We’ve identified three public phones that play a special role to communities across the country but know there are so many more stories out there where public phones have made a real difference in people’s lives.
Perhaps it was during a during a natural disaster, a personal emergency or your phone battery went flat. Or maybe you created a special memory like popping the question. Whatever the moment, we’d love to hear your story. You can share it with us online, visit any Telstra public phone and dial #STORY, or call 1800 007 403 for free from any landline or mobile.
Commonly still referred to as ‘payphones’, we made all standard national and mobile calls free back in August 2021. Since then, public phone usage has more than tripled. In the past year alone, over 25 million free calls were made, including more than 300,000 to Triple Zero and other crisis support lines.
Public phones continue to play a crucial role in helping people call for help in emergencies, stay connected through natural disasters, or simply reach out when a mobile phone isn’t available for use (such as losing battery).
And now, these vital lifelines are being put forward to mark their place in our history, with submissions underway to have three public phones considered for heritage listing by the National Trust of Australia.
The Disaster Responder: Located in the NSW coastal town of Narooma, this public phone at 195 Princess Highway, was a lifeline during the 2019-20 South Coast fires. When many were without power or signal, this public phone became a hub, clocking almost 1,000 calls in just two months. It’s also set to be included in Telstra’s upgrade of 1,000 public phones in disaster-prone areas – adding features like free Wi-Fi and extended battery backup to help keep communities connected during times of need.
The Remote Connector: Tucked away in Far North Queensland and more than 1,000km from the nearest major city, the remote community of Doomadgee relies on more than just roads to stay connected. The public phone on Goodeedawa Road has become a vital link, especially since it was enabled with Wi-Fi in late 2024. Over the past year, locals have made around 1,400 calls – roughly one for every person in the community. Built to withstand extreme conditions, its weather-resilient design helps keep the community connected, even when internal phone booth temperatures reach above 60°C.
The Support Line: Nestled in the heart of Melbourne’s Brunswick West, this unassuming public phone on Melville Road has become a vital bridge to mental health services. Since public phones became free in August 2021, it has facilitated over 1,300calls to Lifeline – averaging more than one person per day reaching out for support. Beyond Lifeline, it's frequently used to contact emergency services and other crisis support lines, highlighting its significance as a trusted community connection point.
The National Trust Heritage Register is the one of the most comprehensive single heritage registers in each state and territory it operates in, recognising places and objects of historical, cultural, social or environmental significance – from landmark buildings and public spaces, to trees, infrastructure and landscapes.
Dr Naomi Parry Duncan, a Professional Historian specialising in social history and heritage, is in the process of researching the history of public phones and is authoring each of the three submissions.
She speaks from experience. On New Year’s Day 2020, during the catastrophic bushfires in Narooma, she witnessed the South Cost community turn to Telstra public phones to help stay safe and connected with loved ones.
“There was no mobile coverage, or power, or internet, or ways to get cash or coins. When we heard Telstra had made the payphones free, people queued for hours to contact the outside world.
“Telstra public phones remain a critical means of connection across the country. Unlike cities like New York, which have removed them entirely, the Australian Government in partnership with Telstra has not only maintained its support but has continued to evolve public phones to keep pace with how people connect today.
Even in the age of the smartphone, the iconic silhouette stands as a beacon of connection – often for those most in need.”
Also supportive of the move is Colin Seery, CEO of national crisis support service, Lifeline, who says public phones continue to play an important role in helping Australians access support when they need it most:
"Public phones remain a vital safety net for Aussies in crisis. For some, they’re the safest or only way to reach out for help, especially if they don’t have access to a mobile or feel more comfortable calling from a public space. Nearly 14,000 calls to Lifeline came through public phones last year. That’s over 1,000 people a month using them to reach out for support when they are most vulnerable. It’s a powerful reminder of the important role they continue to play in our communities, and it’s encouraging to see that role being recognised.”
The humble Australian payphone has been a fixture since the 1880s and has become as iconic in our cities and towns as British post boxes or New York taxi cabs.
But it’s grown well beyond its name. As community needs shift, so have our public phones. Since August 2021 all local and national calls to standard Australian fixed line numbers and mobiles have been free and today, over 4000 public phones also offer free Wi-Fi, with plans to expand this service to even more locations.
While they’ve come a long way, there’s always more to do to support the communities we serve.
Which is why we’re completing upgrades to 1,000 of our public phones to improve disaster resilience, adding backup power to help keep people connected when it matters most.
Stories can be shared from 7am, 29 April to midnight, May 30 2025.
All information supplied via the online form or as recorded calls will be reviewed for the sole purposes of collecting stories and anecdotes about different ways in which public phones help keep people connected. The content of these recordings may be interpreted or used in full to inform communications such as social media posts or shared with media. By submitting this information, you hereby grant Telstra irrevocable permission to use the content for these purposes. To protect your privacy , please refrain from including any personal information such as names, age, date of birth or location – or any other details that might identify you. In the event personal information is unintentionally disclosed, Telstra will take reasonable steps to remove such information.
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