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. 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.