Supporting our customers during COVID-19

As people around Australia increasingly begin working and studying from home or self-isolating as part of the national response to COVID-19, demand for connectivity is rising rapidly.
14 May 2020 · 3 minute read

As people around Australia increasingly begin working and studying from home or self-isolating as part of the national response to COVID-19, demand for connectivity is rising rapidly. To play our part, Telstra is giving our consumer and small business customers additional data as well as offering unlimited home phone calls to pensioners. We want to help our customers, who find themselves having to work from home, stay connected.

Update: We understand that the situation around COVID-19 is ongoing. As a result, we will be extending many of our consumer offers through to 30 June 2020. Please read below for additional details and eligibility criteria.

From Thursday 19 March we are providing our consumer and small business home broadband customers (ADSL, NBN and Cable) with unlimited data at no additional charge on their plan until 30 June 2020. The data, which will be provided automatically, will help facilitate videoconferencing; voice over Wi-Fi, and cloud connectivity, all important tools when working from home or in isolation.

We are also giving our consumer and small business mobile customers more data. Post-paidcustomers (both handheld and mobile broadband) can receive an extra 25GB of data on their plan to use in Australia within 30 days to facilitate the need for a more mobile workforce. Post-paid customers can apply for the extra data via our Telstra 24×7 and My Telstra Apps until 30 June 2020 and the data will be available within 24-48 hours.

We are also keeping those experiencing hardship connected. We are offering JobSeeker discounts to eligible customers, and those with a valid eligible Health Care Card or Pensioner Concession Card can take advantage of a new $30/month Value Mobile Offer. You can find more details on these offers on Telstra Exchange.

Eligible pensioners with a Telstra home phone plan will also be able to make unlimited local, national and 13/1300 calls, and calls to Australian mobiles, from their home phone in Australia to make staying in touch with friends and family simpler. This is available from Thursday until the 30 June 2020.

We also have offers available to small business customers, including the ability to hibernate your business.

With data traffic increasing, we are encouraging customers to make use of the self-service tools available on the latest Telstra 24×7 apps for iOS and Android. This allow customers to check account information and pay bills while easing the burden on our call centres.

We are also making it easy for our customers to access more self-serve billing options to cater for the scenario they may have found themselves in via our new online self-service hub.

Via the online hub, Telstra customers can access options including:

  • Entering into a payment plan with Telstra.
  • Entering into an agreement to pay at a later agreed date.
  • Suspending any or all services for up to 90 days, and reconnecting free of charge at the end of that period or beforehand if they’re ready to do so.
  • Downsizing their plan if they can no longer afford the plan they are on.

COVID-19 is a global challenge, we are all affected, and we all need to play our part in the response.

From Telstra’s perspective, an important part of that is ensuring everyone has the tools they need to stay in touch and keep business flowing during this challenging time.

Things you need to know

Telstra’s FairPlay Policy applies to our unlimited broadband offer.

Pre-Paid Max/Extra/Plus/Freedom Anytime/Freedom Unlimited customers: Unused bonus data expires after 28 days and will not rollover.

By Andrew Penn

Former Chief Executive Officer

Andy Penn became the CEO and Managing Director of Telstra, Australia’s largest telecommunications company, on 1 May 2015. At Telstra, Andy is leading an ambitious change program transforming the business to be positioned to compete in the radically changing technology world of the future with 5G at its core. Andy has had an extensive career spanning 40 years across 3 different industries - telecommunications, financial services and shipping. He joined Telstra in 2012 as Chief Financial Officer. In 2014 he took on the additional responsibilities as Group Executive International.

Prior to Telstra, Andy spent 23 years with the AXA Group, one of the world’s largest insurance and investment groups. His time at AXA included the roles of Chief Executive Officer 2006-2011 AXA Asia Pacific Holdings, Chief Financial Officer, Chief Executive Asia and Chief Executive Australia and New Zealand.  At AXA, Andy was instrumental in building one of the most successful Asian businesses by an Australian company that was sold to its parent in 2011 for more than A$10bn.

Other directorships & appointments: Member of the Council of Trustees of the National Gallery of Victoria; Board Director of the Groupe Speciale Mobile Association (GSMA); Chairman of the Australian Government’s Cyber Industry Advisory Panel, created to guide development of Australia’s 2020 Cyber Security Strategy; Patron, on behalf of Telstra, of the National Aboriginal and Torres Strait Islander Arts Awards (NATSIAA); Life Governor of Very Special Kids and an Ambassador for the Amy Gillett Foundation. He serves on the advisory boards of both The Big Issue Home for Homes and JDRF.

Recognition and qualifications: MBA (Kingston), AMP (Harvard), FCCA, HFAIPM. Andy has a national diploma in business studies (with distinction), is a Fellow of the Chartered Association of Certified Accountants, holds an MBA from Kingston University and is a graduate of Harvard’s Advanced Management Program. In 2008 Andy was recognised as Insurance Executive of the year in the Australian Banking and Finance Awards and in 2016 he was made an honorary fellow of the Australian Institute of Project Management. In 2018 Andy was named by the Financial Times among the top 10 male leaders globally HERoes list supporting women in business. In 2019 he was named by the Australian Financial Review as among the top 10 most powerful people in business.