Telstra and COVID-19: what you need to know
The rapidly evolving situation around COVID-19 means we want to keep you updated on impacts to our business as well as any new policies for our people and customers. We’ll post updates relating to COVID-19 here when they’re available.
Last updated: Friday 4 February 2022
Temporary changes to our contact centre hours
Friday 4 February 2022
It looks like parts of Australia may have reached the peak of the Omicron wave, but like many businesses we continue to feel the impacts.
We still have around 10-15% of our customer service team members unable to work because of COVID – they may be unwell, caring for family members who are, or trying to juggle childcare.
We’ve been working hard to minimise any impacts to the service we provide, but we’ll need to take some additional steps to see us through the next little while.
This means we’ll be closing the call queues for some of our contact centres an hour earlier, from today Friday 4 February. So, anyone with a query about their consumer or business service will need to call us before 7pm (AEDT) or 4pm WA time, Monday to Friday. Our team will continue to work through to 8pm (AEDT)/5pm WA time so those who have called before close and are still on the line will have their calls answered.
Temporarily reducing the hours of our contact centres is the same approach we’ve taken for some of our stores that also have team members who’ve needed to take some time out to look after their health or their family.
In the meantime, don’t worry – there are no impacts to our fault reporting line, and you can continue to talk to us in the My Telstra app or through the My Telstra website at any time.
We really appreciate your continued patience and kindness for our team members while we all battle through this pandemic together.
Please bear with us as we work through COVID disruptions
Monday 17 January 2022
As the Omicron variant of COVID-19 continues to spread around Australia, like many businesses, we’re experiencing some disruptions to our operations due to staffing levels. Our online store remains open and is fulfilling all orders for customers, and you can always get help through the My Telstra app.
Around 10-15% of our customer sales and service team members in our stores or call centres are isolating as they’ve either contracted COVID, are awaiting test results, or caring for family members with COVID. We’re also managing some COVID impacts to our field services team.
While we’ve been able to re-prioritise work to minimise the impacts to our customers and appointments, we’re keeping a close eye on this as the situation is changing day-to-day.
As a result, we’ve had to temporarily close or change the trading hours of around 40 of our Telstra stores. In some cases, we are consolidating nearby stores into a single trading outlet. While some of these stores have re-opened, the others will re-open as soon as there are enough team members to serve our customers.
When you’re shopping or getting assistance in one of our stores, or if you’re talking to our customer service team members on the phone or online, please be kind and respectful.
We understand this is a difficult and confronting time for many, and we’re committed to helping you with your Telstra services and products, but it’s important that we all treat each other with respect and compassion.
You can always find your closest store and see its opening hours using our Store Finder, and book an appointment to avoid queues and ensure we’re able to help you out as quickly as possible.
If you need support, please use our digital channels if you can – you can talk to us in the My Telstra appor through the My Telstra website, and we’ll respond as soon as possible.
Earlier updates from 2021 and 2020 follow below.
All NSW Stores open
Tuesday 12 October 2021
After months of lockdown we’re welcoming customers back to our New South Wales stores.
From today, people who are fully vaccinated will be able to access our store network for sales, services and advice. We’re operating our NSW stores in line with the Government health orders.
We’ve taken a lot of steps to ensure a safe reopening – sanitising stations, PPE for staff, plexiglass in customer service areas and clear signage to show social distancing measurements and capacity limits. Customers must also sign in with the QR code and wear their masks in-store.
Supporting the ACT through lockdown
Friday 13 August 2021
Following a COVID case in the region, the Australian Capital Territory will go into a one-week lockdown.
Our stores will stay open, however, to support your essential connectivity needs.
The stores that are open will trade at reduced hours of tktktk for the duration of the week-long lockdown.
We ask that you only visit our stores for essential purposes, and follow COVID guidelines currently in place.
If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.
We’re staying open to support Victoria through lockdown
Thursday 5 August 2021
The announcement of a snap seven day lockdown for the state of Victoria means we’re changing some of our store hours. To support your essential connectivity needs, the majority of our stores will stay open, albeit at reduced hours.
All of our stores will remain open, with the exception of Melbourne Central and Exhibition Street. The stores that are open will trade at reduced hours of 10am – 5pm for the duration of the week-long lockdown.
We ask that you only visit our stores for essential purposes, and follow COVID guidelines currently in place.
If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.
Reopening some Queensland stores with reduced hours
Monday 1 August 2021
Following ongoing COVID restrictions in Queensland, we are reopening some of our stores for essential interactions.
Our stores in the 11 locked-down local government areas will reopen with reduced trading hours of 10am-3pm.
We ask that you only visit our stores for essential purposes, and follow COVID guidelines currently in place.
If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.
We’re closing some Queensland stores temporarily
Saturday 31 July 2021
New restrictions announced as part of a snap three-day lockdown mean that we will be temporarily closing some Queensland stores.
In light of the situation, all of our Telstra-owned stores in the state will close from 2pm today, and remain closed on Sunday 1 August. We will reassess the situation for potential trade on Monday 2 August, and provide another update at this time.
If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.
Changing hours in our South Australian stores
Wednesday 21 July 2021
Following state government directions, Level 5 restrictions are now in place in South Australia.
As a result, our stores will be changing their hours. Most stores in South Australia are open, but operating with reduced hours.
Normal COVID safety precautions are in place, and customers are advised to call ahead and check that their store is open.
Find your closest store’s opening hours using our Store Finder. If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.
An update on our Greater Sydney stores
Saturday 17 July 2021
As a result of new restrictions introduced by the NSW Government, our Telstra owned stores will close tomorrow before opening on Monday for contactless call and collect services.
We’re working through the impact to our Telstra owned stores in the Bankstown, Canterbury, Fairfield and Liverpool local government areas as a results of tighter stay at home orders for these areas.
We have shared our plans with our Telstra licensee store owners and will support these stores to provide call and collect services where possible.
Our store staff will continue to wear masks and follow other COVIDsafe guidelines in store. The majority of our stores are operating at reduced hours and we thank all our customers for the patience and understanding.
We will provide a further update on our retail network on Monday 19 July.
If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.
Reducing our store hours in Victoria
Thursday 15 July 2021
Following news of a five-day lockdown in Victoria, we’ll be changing the hours and services at our stores across the state.
Our stores will be open, however only for call-and-collect orders by appointment.
Find your closest store’s opening hours using our Store Finder. If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.
Responding to Alice Springs’ lockdown
Wednesday 30 June 2021
Alice Springs has entered a 72-hour lockdown following confirmation of positive COVID-19 cases in the area.
The lockdown is effective from 1pm ACST, 30 June, and will last for 72 hours. As a result, all of our branded stores in the area will close during this time.
If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.
Updated Monday 5 July: The NT Government is lifting lockdown restrictions for the Alice Springs region following the 72-hour lockdown. As a result, we are reopening our stores.
We ask that all of our customers comply with the government-issued health advice. Our store staff will continue to wear masks and follow other COVID-safe guidelines in-store.
New restrictions in Queensland
Tuesday 29 June 2021
The QLD Government has announced that from 1am Tuesday 29 June for the next two weeks in the local government areas (LGAs) of Noosa, Sunshine Coast, Ipswich, Logan, Redlands, Morton, Brisbane, Gold Coast, the Scenic Rim, the Lockyer Valley and Somerset, you must carry a face mask with you at all times when you leave your home.
Masks must be worn in indoor spaces such as shopping centres, public transport, hospitals, aged care facilities, churches and workplaces where you can’t physically distance. This includes in our Telstra-branded stores in the above LGAs.
We’ll have enhanced COVIDSafe measures in place, including the requirement for everyone to wear a mask in store at all times (unless a medical exemption applies).
Find your closest store’s opening hours using our Store Finder.
Updated Monday 5 July: The QLD Government is lifting restrictions for the affected LGAs. As a result, our stores are back to normal operating hours.
We ask that all of our customers comply with the government-issued health advice. Our store staff will continue to wear masks and follow other COVID-safe guidelines in-store.
Closing some of our Western Australian stores
Tuesday 29 June 2021
Following the announcement of new COVID-related restrictions in Western Australia, we will be making changes to the opening hours of our stores in the Perth and Peel regions.
Restrictions will be in place from 12:01am WST, Tuesday 29 June and end 12:01am WST, Saturday 3 June, provided restrictions are not extended during this time.
As a result of these restrictions, all of our Telstra branded stores in the Perth and Peel region will close during this time.
If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.
Temporarily closing our Northern Territory stores
Monday 28 June 2021
The NT government has extended lockdown restrictions for residents from Darwin, Palmerston and Darwin rural areas until 1pm Friday 2 July.
As a result, our stores in the area will remain closed until restrictions have been lifted.
If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.
An update on our Greater Sydney stores
Saturday 26 June 2021
The NSW State Government has announced new COVID lockdown measures for the state.
This lockdown will be in place from 6pm, 26 June to 11:59pm, Friday 9 July. The lockdown applies to Greater Sydney, which includes the Blue Mountains; Central Coast, and Wollongong areas.
As a result, we’ll be making some changes to the way our stores operate in these areas. Telecommunications is a critical service, so we will be keeping our stores open in a limited capacity.
The majority of our branded stores will trade at reduced hours for the duration of the lockdown, and we’ll be open from 10am to 4pm. We’ll have enhanced COVIDSafe measures in place, including the requirement for everyone to wear a mask in store at all times (unless a medical exemption applies).
Find your closest store’s opening hours using our Store Finder.
If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.
Temporarily closing some Victorian stores
Saturday 29 May 2021
Our South and Port Melbourne stores are currently closed pending a deep clean and COVID testing for our team. We are also working closely with DHHS to ensure contact tracing can be done for customers.
An update on our Victorian stores
Thursday 27 May 2021
The Victorian State Government has today announced new COVID-related lockdown measures for the state.
This lockdown will be in place until 11:59pm on June 3, unless extended by the State Government.
As telecommunications are a critical service, we will keep our stores open in a limited capacity to serve our customers.
The majority of our branded stores in Victoria will trade at reduced hours for the next 7 days. We’ll be open from 10am-5pm, with our team implementing strict COVID protocols.
If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.
An update on our Greater Sydney stores
Thursday 6 May 2021
NSW Premier Gladys Berejiklian has today announced new COVID-related safety measures for the Greater Sydney region (which includes Sydney, Wollongong, Central Coast and Blue Mountains).
From 5pm on 6 May, all visitors to indoor venues will be required to wear a face mask until at least Monday 10 May (unless you have a lawful reason not to).
Our store staff will continue to wear masks and follow other COVID-safe guidelines in-store.
We’re temporarily closing some stores in Perth metro and Peel
Friday 23 April 2021
With a three-day ‘circuit breaker’ lockdown coming into effect in Perth and Peel, Western Australia, we are temporarily closing our retail stores in these areas.
These closures are effective from 12:01am, Saturday 24 April in the Perth and Peel regions.
If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.
Updated Monday 26 April: The WA Government is lifting lockdown restrictions for Perth and the Peel region from midnight on 26 April, 2021. As a result, we are reopening our stores. We ask that all of our customers comply with the WA Government advice to wear a mask at all times when you leave home (unless you have a lawful reason not to). Our store staff will continue to wear masks and follow other COVID-safe guidelines in-store.
Temporarily closing our stores across Victoria
Friday 12 February 2021
Given the new restrictions announced by the Victorian state government today as part of a five-day ‘circuit breaker’ period, we are temporarily closing our retail stores across Victoria.
These closures will be effective from 11:59pm tonight until further notice. During this time, we won’t be able to operate our contactless pickup service for any purchases. If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.
Updated Wednesday 17 February: Our stores across Victoria will reopen from tomorrow with regular opening hours. To find your nearest Telstra store you can use our store finder, and remember to book an appointment to avoid any queues.
Temporarily closing our Perth metropolitan, Peel and South West region stores in WA
Sunday 31 January 2021
Given new restrictions announced by the Western Australia state government today, we are closing our stores in the Perth metropolitan area and across the Peel and South West regions of WA.
These closures will be effective from 6PM tonight until further notice. If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.
An update to our Greater Brisbane stores
Tuesday 12 January 2020
Our stores in Greater Brisbane have now resumed normal trading hours. Check the hours of your closest store on Telstra.com.
We ask that all of our customers comply with the Queensland government advice to wear a mask at all times when you leave home (unless you have a lawful reason not to). Our store staff will continue to wear masks and follow other COVID-safe guidelines in-store.
Reducing our store hours across Greater Brisbane
Friday 8 January 2021
Given new restrictions announced by the Queensland state government today, our stores in the Greater Brisbane area (including Logan, Ipswich, Moreton and Redlands) will trade with reduced hours.
We’ll be open between 10am – 4pm from Saturday 9 January to Monday 11 January (inclusive).
We’ll have enhanced COVIDSafe measures in place, including the requirement for everyone to wear a mask in store at all times.
Temporarily closing our Warringah Mall store
Sunday 20 December 2020
Today we’re temporarily closing our Telstra retail store in Westfield Warringah Mall. The health and safety of our people is our top priority so following advice from NSW Health we’ve asked our people from this store to get a test for Covid-19 and to isolate until they have a result. There has been no known exposure in our Telstra Store located in the Warringah Mall.
Our other Sydney stores remain open and continue to serve customers according to COVID-safe guidelines. We encourage you to only travel to a store if it is essential and abide by state health advisories at this time.
We know this is a difficult time for Sydney and the Northern Beaches area, and we thank you for your patience.
Temporarily closing our stores in South Australia
Wednesday 18 November 2020
Following the six-day COVID lockdown announced today by the South Australian state government, all our Telstra branded retail stores across SA will be closed from midnight tonight. If you need to contact us during this time, you can use our Contact Us page to get in touch with us online, or use the My Telstra app.
Updated Friday 20 November 2020: Following state government advice, our stores in South Australia will re-open from Sunday.
Reopening our stores in Victoria
Friday 30 October 2020
We’re pleased to welcome customers back to our Melbourne metro stores, which are now open for sales, service and advice – no need to make an appointment anymore (unless you want to).
Our stores will still be following standard COVID-safe procedures and we ask visiting customers to wear masks.
Enhanced cleaning – including access to hand-sanitiser and regular cleaning and sanitisation of devices – is still in place, along with plexiglass in customer service areas; effective floor management ensuring appropriate customer numbers in stores; physical distancing, and gloves for our teams.
We look forward to seeing you again soon.
An update on our opening hours in Melbourne
Wednesday 9 September 2020
Most of our stores in metropolitan Melbourne have begun to reopen at this time for essential interactions.
To find your nearest store and its opening hours, see our Store Finder tool.
We’d like to remind our customers to socially distance, wear their masks and treat our team respectfully when in our stores.
Reopening some Victorian stores
Monday 31 August 2020
Under current restrictions in Melbourne, residents must stay within a 5km radius of their home. We know this can be tough for some people looking for an in-person resolution to an essential issue or request.
That’s why we’re reopening 10 more retail stores in the metro Melbourne area for restricted trading, in addition to the 30 stores that were reopened on 7 August.
The 40 stores will be operating with reduced staffing levels six days a week (Monday – Saturday) from 10am to 2pm. Where there is demand, Telstra will extend the opening hours to 4pm. Please check with your local store on opening hours. These operating hours will be in place for the duration of the Stage 4 restrictions and will be by appointment only. Stores will also be maintaining strict health and safety guidelines.
Customers are asked to call their local store to make an appointment if they are experiencing an essential service issue only.
Once an appointment has been made with your local store, customers are asked to attend at the designated time with photo ID, and only if they are not experiencing any cold or flu-like symptoms and have not come into contact with someone who has COVID-19.
Our team members will be wearing masks, observing social distancing, physical hygiene requirements and our customers must do the same when they visit.
From today, we will be reopening the following stores:
- Point Cook
- Brunswick
- Rosebud
- Parkmore
- Plenty Valley
- Caroline Springs
- Pakenham
- Doncaster
- Northland
- The Glen
We’re repurposing some Melbourne stores for essential services
Friday 7 August 2020
Following further consultation with the Victorian Government and industry, we will be repurposing 30 of our stores in metropolitan Melbourne as contactless service centres for customers with essential service issues from Monday.
The stores will be operating with reduced staffing levels six days a week (Monday – Saturday) from 10am to 2pm. These operating hours will be in place for the duration of the Stage 4 restrictions and will be by appointment only.
Customers are asked to call their local store to make an appointment if they are experiencing an essential service issue only.
Essential services include the following:
- SIM swap
- New or replacement devices
- Fixed internet connection and modems
Once an appointment has been made with your local store, customers are asked to attend at the designated time with photo ID, and only if they are not experiencing any cold or flu-like symptoms and have not come into contact with someone who has COVID-19. Our team members will be wearing masks, observing social distancing, physical hygiene requirements and our customers must do the same when they visit.
We take our responsibility to be COVID-safe during this time extremely seriously. We understand the need to significantly reduce the risk of transmission in the community and are taking this obligation very seriously. We also understand it’s critical that customers are able to get online and stay connected during this difficult time.
That is why we have put in place these strict processes in order to help protect both our customers and our people.
The stores that will operate as service centres during this time are as follows (this list is subject to change):
- Airport West
- Altona Gate
- Berwick
- Box Hill
- Chirnside Park
- Craigieburn
- Elsternwick
- Fountain Gate (Level 1)
- Hastings
- Mornington
- Northcote
- South Melbourne
- Sunbury
- Victoria Gardens
- Waverley Gardens
- Werribee
- Chadstone
- Greensborough
- Knox
- Melbourne Icon
- Southland
- Camberwell
- Epping
- Frankston
- Melton
- Pakenham
- The Pines
- Eastland
- Highpoint
Temporarily closing our metro Melbourne stores during Stage Four restrictions
Wednesday 5 August 2020
During this time of sustained and intensive transmission, the Victorian State Government has implemented Stage Four restrictions for Melbourne and Stage Three restrictions for regional Victoria. These restrictions have been implemented for a period of six weeks.
To comply with the current advice from the Victorian Government, we will be temporarily closing our retail and partner stores in metropolitan Melbourne from Thursday 6 August. This includes 60 Telstra-branded stores, 15 partner stores and a number of Telstra Business Technology Centres.
Our Telstra Store teams will move to work-from-home arrangements to assist our customer service teams in answering customer queries. We will be in touch with you if you were expecting to pick up a device from one of our metro Melbourne stores in the coming days. Meanwhile, we know that connectivity is vital when we’re all at home. That’s why we have a range of support available, including additional free data for fixed and mobile customers and free calls for pensioners.
If you’re one of those experiencing hardship, we urge you to get in touch with us via our Messaging service in the My Telstra app or through our Bill Assistance page. That way we can make sure you’re getting the right service and support for your needs.
We know that this is a difficult time for everyone, but Stage Four restrictions are not unprecedented. We successfully operated in Northern Tasmania during its Stage Four lockdown, working hard to support our customers and keep the community connected.
Thank you for your ongoing patience in what is a challenging time for us all.
We will look to temporarily close the following stores:
- Chadstone
- Doncaster
- Eastland
- Fountain Gate
- Greensborough
- Highpoint
- Knox
- Melbourne (Elizabeth St)
- Melbourne (Exhibition St)
- Melbourne Central
- Melbourne Icon
- Northland
- Southland
- The Glen
- Telstra Licensed Store (TLS) Airport West
- TLS Altona Gate
- TLS Berwick
- TLS Box Hill
- TLS Broadmeadows
- TLS Brunswick
- TLS Camberwell
- TLS Carlton
- TLS Caroline Springs
- TLS Chirnside Park
- TLS Craigieburn
- TLS Cranbourne
- TLS Elsternwick
- TLS Epping
- TLS Forest Hill
- TLS Fountain Gate (Level 1)
- TLS Hastings
- TLS Hawthorn
- TLS Karingal
- TLS Malvern
- TLS Melton
- TLS Moonee Ponds
- TLS Mornington
- TLS Northcote
- TLS Pakenham
- TLS Parkmore
- TLS Plenty Valley
- TLS Point Cook
- TLS Port Melbourne
- TLS Rosebud
- TLS South Melbourne
- TLS Stud Park
- TLS Sunbury
- TLS The Pines
- TLS Victoria Gardens
- TLS Williamstown
- TLS Dandenong
- TLS Frankston
- TLS Pop-Up Coburg
- TLS Werribee
- TLS Narre Warren Kiosk
- TLS Brandon Park Kiosk
- TLS Heidelberg Kiosk
- Telstra Business Technology Centre (TBTC) Melbourne City
- TBTC Melbourne East
- TBTC Melbourne North West
- TBTC Melbourne South
- TBTC Victoria East
- Telstra Business Centre (TBC) Mornington
- TBC Bundoora
Supporting our customers in Victoria under increased COVID-19 restrictions
Tuesday 4 August 2020
With increased COVID-19 restrictions around Melbourne metropolitan and regional Victorian areas, we want to help our affected customers stay connected – that’s why we’re offering our eligible consumer and small business customers in Victoria additional mobile data, as well as offering unlimited home phone calls to pensioners. The offers will be available from Thursday 6 August.
Some changes for our teams supporting you in Victoria
Tuesday 21 July 2020
In response to the ongoing community transmission of COVID-19, the Victorian Government has mandated that from midnight Wednesday 22 July, masks or face coverings will be mandatory for everyone in Melbourne and Mitchell Shire when you leave the house.
We have always said that the safety of our staff and our customers is paramount at this time. This remains unchanged. Our people working in this area, including in our stores, will be required to wear masks to comply with the state government’s directions.
We have already been distributing masks to our teams in the field and stores and we’re looking to increase this distribution to other key sites. We’re also investigating the use of cloth masks as an alternative and more environmentally-sustainable option in the long term.
We’ve also advised our team to refuse store entry to customers who are not wearing a mask (unless they meet the Government exemption criteria).
The use of masks isn’t new for our people who have stayed on the frontline and continued to do essential work. Throughout the pandemic, they have often needed to wear masks to meet public health requirements. Because of this, we already have well-established and appropriate safe work processes in place for our people.
As well as mask-use in our stores, we continue to take precautions we ask our customers to be mindful of.
Enhanced cleaning – including access to hand-sanitiser and regular cleaning and sanitisation of devices – is already in place, along with plexiglass in customer service areas; effective floor management ensuring appropriate customer numbers in stores; physical distancing, and gloves for our teams.
All team members unable to work due to COVID-19 will continued to be supported through our paid Pandemic Leave policy.
Our stores are here to help, and we encourage you to book an appointment ahead of time if you need in-person assistance.
An update on our Airport West store
Friday 17 July 2020
One of our licensee stores in Airport West, Victoria has encountered a suspected case of COVID-19.
The store has been deep-cleaned overnight, and employees who may have been exposed are being isolated and tested out of an abundance of caution. The store is now open, however, we will provide further updates as they come to hand.
You can find your nearest store and book an appointment with our Store Finder.
Update: Testing has returned a negative result. This store is open for trading.
An update on our Mornington store
Thursday 16 July 2020
One of our licensee stores in Mornington, Victoria has today been closed temporarily after a staff member tested positive to COVID-19.
Store staff are seeking testing and have been provided help under our Employment Assistance program.
The store is currently being deep-cleaned over the next 48 hours, and we look forward to welcoming customers back when it reopens.
In the meantime, you can find your nearest store and book an appointment with our Store Finder.
Providing assistance to Victorian residents in hard lockdown
Tuesday 7 July 2020
We’re working with the Victorian Government on options to support residents of the nine buildings in lockdown in North Melbourne and Flemington.
We are providing unmetered data for fixed line customers until the end of August, 10GB of extra data for prepaid mobile customers and 25GB of extra data for post-paid customers in the buildings.
An update on our Victorian stores
Monday 6 July 2020
Two of our licensee stores in Victoria – Altona Gate and Williamstown – have been closed temporarily after a staff member tested positive to COVID-19 at the Altona Gate store.
While there wasn’t workplace exposure in this instance, team members from both stores are self-isolating at home and will be tested for COVID-19 as a precaution.
Both stores are currently being deep-cleaned and we look forward to welcoming customers back when they reopen and staff will come back once they meet all necessary clearances.
In the meantime, you can find your nearest store and book an appointment with our Store Finder.
Wednesday 8 July 2020: Our licensee store at Altona Gate has now re-opened.
An update on our Bourke Street Telstra Store
Monday 6 July 2020
As a priority, we want to help ensure the safety of both our customers and our Telstra Store staff. We’ve taken a number of steps to stay COVID-safe.
This is why our Telstra Discovery store on Bourke Street was closed on Friday afternoon (3/7) and remained closed over the weekend, after a staff member unfortunately returned a positive COVID test result.
Over the weekend, two more staff members also returned positive tests. The three team members are quarantining and other staff who worked with them are now self-isolating.
Rest assured, we’re working closely with the Department of Health and Human Services to help in contact tracing customers who may have been in contact with the team members last week.
The store has received a deep clean over the weekend and will reopen today staffed by team members from other stores. Again, the safety of our staff and customers is our number-one priority. As a result, we continue to take precautions we’d ask our customers to be mindful of.
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. All team members unable to work due to COVID will continued to be supported through our paid Pandemic Leave policy.
Our stores are here to help, and we encourage you to book an appointment ahead of time if you need in-person assistance.
Updated Thursday 9 July 2020: One additional staff member at our Melbourne Discovery store has tested positive to COVID-19 and is self-isolating at home. More than 40 staff members tested have so far returned negative results. There is no change to our store operations – the Melbourne Discovery store remains open and trading.
We’re reopening selected stores
Monday 29 June 2020
As COVID-19 restrictions ease in some states, most Telstra stores that were closed in March are set to re-open.
We’re helping bridge the gap with online learning
Tuesday 7 April 2020
With the reality of social distancing setting in, schools across the country are doing a tremendous amount of work to provide online education resources for students and parents. We’re proud to be doing our part in helping to bridge the gap by providing 20,000 disadvantaged students and teachers across the country with internet access to educational content to support their online learning through the Department of Education and Catholic Education.
Making self-service easy with the new My Telstra app
Monday March 31 2020
To help you interact with us online more easily, we’re ramping up our digital capabilities as a priority – so you can get the help you need to get connected and stay connected. We’ve just launched our new My Telstra app which is designed to be a one-stop shop for all your Telstra needs. We have also created a number of self-service videos to help you with your basic service needs.
If you can #StayHome, you should
Friday 27 March 2020
As we continue to work-from-home and practice good social distancing, we want to encourage others to join us in flattening the curve of COVID-19. That’s why you’ll see us change our network name on your mobile phone during this uncertain time to – Telstra #StayHome.
From today, when you look in the top corner of your Apple iOS device connected to the Telstra mobile network, you’ll see our new name: Telstra #StayHome. That’s because the best thing we can all do as individuals is stay at home to stop the spread of the virus.
Staying home is the best thing anyone who isn’t providing an essential service can do. Data from the University of Sydney demonstrates that the spread of COVID-19 can be slowed if people cut the vast majority of in-person interactions. That’s why we’ll be helping to share that crucial message, by reminding you to #StayHome on your phone with our new network name.
This new network name will appear on Apple iOS devices only for now and may require a network change (e.g. moving from 3G to 4G) or a change in location to trigger it.
To help support consumers and small businesses as we navigate this difficult time, we’ve introduced a range of initiatives including extra data for mobile and fixed broadband customers, and billing relief for those who need it.
Supporting small businesses through COVID-19
Thursday 26 March 2020
Many small businesses across Australia are feeling the impacts of COVID-19. Australian small businesses are agile, we’ve always admired that about them, and we’ll see many of them adapt. But it’s important that the rest of Australia also gets behind them to support them through this challenging time. We’re showing our support by helping them adjust in a number of ways.
Issues with some voice calls connecting due to congestion
Tuesday 24 March 2020
As more people work from home and schools close, we are seeing demand on our network increase daily and this will continue.
Overall mobile call volumes on certain routes and geographies are up by more than 50 per cent. Specific numbers to Government call centres are experiencing three times the call volumes compared to last week, and over 20 times the normal call volume.
As a result, we’re seeing congestion impacting a small proportion (3-4 per cent) of call on our mobile network, with most of the congestion being driven by the high number of calls to Government 13 and 1800 numbers. There is no impact on data as yet.
Working with Optus, we are also trying to fast-track upgrades to our interconnection capabilities which is contributing to this congestion and we are continuing to push for a resolution urgently with them.
Yesterday we made significant improvements to capacity and call routing on our network, which has allowed us to manage the significantly higher call volumes.
Delays getting in touch with us, and the best ways to get help
Sunday 22 March 2020
Due to the impact of COVID-19 restrictions on our teams and partners in Australia and around the globe, we are prioritising our customer service activities toward maintaining critical services and keeping vulnerable customers connected. You will experience delays getting through to our customer service team and getting some issues fixed.
We understand how frustrating this is. We’re doing everything we can to find alternative solutions to improve things, but these are highly unusual circumstances, and this will take time.
Our call centres in Australia remain open, however with fewer people answering calls there are significant wait times. We are prioritising Medical Priority Assist, service faults and high-risk cases, so if your enquiry is not one of these, we ask that you please reconsider calling us at this time.
If your call is not urgent, please try one of the many self-service tools available on telstra.com.au, the Telstra 24×7 and My Telstra apps, or find answers in our Crowd Support community. We’ve created video guides to show how to use our apps to complete many common tasks like checking for an outage, troubleshooting issues with your service or managing your bills.
Placed an order with us recently?
Saturday 21 March 2020
Whilst we may not be able to take your call right now, we are progressing your order and you can track it online. Have questions? Get help with how to track an order.
Telstra stores
The vast majority of our Telstra Stores are still open. You’re welcome to come in and talk with one of our team in person. Though, we ask that you only visit the store if you’re feeling well and do not meet any of the COVID-19 self-isolation criteria advised by the Australian Government.
nbn disconnections
With the support of nbn co and the ACCC, we have decided to temporarily pause the mandatory disconnections of customers from fixed networks under the nbn rollout. This will ensure customers that have not yet moved to the nbn can remain connected at a time when staying in touch is more important than ever.
As new restrictions come into place in Australia and around the world it is likely there will be more changes to the way we work. We’ll continue to keep you up to date as we learn more and put alternative solutions in place where we can.
Thank you for your ongoing patience in what is a challenging time for us all.
Changes to some of our stores
Saturday 21 March 2020
We have already taken a number of steps to help keep our customers connected through what is a challenging time for all of us. We’re adding to that by making some precautionary changes to how we run our Telstra Stores to ensure we can continue serving you through this period.
We’re putting job reductions on hold, bringing forward 5G investment and more to help the economy
Friday 20 March 2020
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In these extraordinary times, it is in the national interest for every company and individual to play a part in ensuring Australia comes through as strongly as possible. With that in mind, we are announcing a range of additional initiatives we can undertake now to help support the broader economy.
A message from Andy Penn, CEO
Thursday 19 March 2020
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Get immediate help and support from the Telstra apps
Wednesday 18 March 2020
Due to the impact of COVID-19 on our customer service team, we’re prioritising calls from customers in most urgent need of help including Medical Priority Assist and high risk enquires.
We want to keep you supported and connected as best we can during this time.
Our Telstra 24×7 and My Telstra apps can help you look after your account. You can manage payments, monitor your usage, check for outages, track orders or troubleshoot issues with your broadband or mobile.
To make a purchase, visit telstra.com.au.
We may not be able to take your call
Thursday 19 March 2020
Due to increased containment measures announced by the Philippines Government, Telstra’s contact centre workforce has been reduced. This means there are longer wait times for customers contacting us via phone or online messaging.
There is no impact to Triple Zero (000) emergency calls.
Our call centres across Australia and India continue to operate and take enquiries. We are prioritising Medical Priority Assist enquiries, as well as high risk cases. If your enquiry is not urgent and does not fall into one of these categories, please either contact us at another time, or you can self-service on Telstra.com.au or the Telstra 24×7 or My Telstra apps. We are providing further information on our website to assist you to manage other enquiries.
Our Telstra stores remain open for business, so you’re welcome to come in and speak to one of our team members. We take the safety of our people and customers very seriously and have robust hygiene standards in place in stores. We ask that our customers only visit the store if they’re feeling well and do not meet any COVID-19 self-isolation criteria advised by the Australian government, such as having recently returned from overseas or been exposed to someone with COVID-19.
We are working to increase our contact centre capacity in a number of ways including ramping up our working from home capabilities, increasing overtime and extra shifts for our Australian-based staff, and diverting sales calls to our stores. We know how frustrating this can be and that is why we are working to improve the situation, hoping to get to as many of you as possible. Thanks for your patience as we work through this.
Supporting our customers during COVID-19
Monday 16 March 2020
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.
How to improve your work-from-home experience
Sunday 15 March 2020
As we move our office-based teams to a work-from-home model, we’re all thinking about how to be most productive in a new environment. We’ve been working flexibly at Telstra for a while, and have rounded up five great tips from our team that might make your experience easier.
Taking the right precautions for COVID-19
Friday 13 March 2020
As governments and agencies around the world move to contain COVID-19 (Coronavirus), we’re also taking the right precautions to look after the wellbeing of our people.
With global events now unfolding very quickly, we’ve made the decision to move to full work from home arrangements for Australian-based office staff effective next week. These arrangements will remain in place until the end of March at a minimum.
Our steps to reduce transmission of COVID-19
Thursday 12 March 2020
Our number one priority is the wellbeing of our people and customers. That’s why we’re taking sensible steps to ensure that the risk of COVID-19 (Coronavirus) exposure is limited. From today, we’ll look to limit exposure and transmission of the virus in our stores. We’re posting notices at our doors asking customers to reconsider the need to enter if they are a potential carrier of COVID-19.
We’ll be asking that those who have been, or suspect to have been exposed to someone with or suspected to have COVID-19 to refrain from entering, and if urgent, to call us on 13 22 00 or engage with our online team at telstra.com.au instead.
Similarly, we’re also asking that customers who have travelled to or transited through a Category 1 country – such as mainland China, Iran, Italy, Japan, Mongolia and Korea – to also reconsider the need to enter and instead engage with our phone or online support teams.
We’ve also implemented new procedures for our Field Service Technicians to ensure they’re adequately protected.
Our Technicians will now call a customer or end-user on approach and ask a series of mandatory questions before attending the premises.
Technicians will ask if the customer is unwell and if they suspect they’ve been exposed to someone who has or suspects to have COVID-19. Technicians will also ask if the customer or end-user is currently in quarantine due to having had contact with someone suspected of or diagnosed with COVID-19.
If a customer answers yes to any of these questions, our technicians will try to fix the issue from outside and if they are unable to complete the job it will be rebooked for 14-days later (after the quarantine period is over). We will work with customers to provide interim devices or alternative solutions so people remain connected.
These new notices and procedures will reduce the risk of transmission to a member of our team or to another customer.
While these measures are precautionary, we want to ensure we’re doing everything possible to protect our people by following Australian Government guidelines on reducing transmission of COVID-19.
Supporting our people during COVID-19
Wednesday 11 March 2020
We’re making sure we look out for our people throughout the evolving COVID-19 (Coronavirus) situation. This includes new measures to minimise the risk of transmission, and additional support to reduce the potential financial burden for our people who may become impacted. So today we’re introducing a policy that will give our permanent, fixed-term and casual team members access to additional paid leave should they need to take time off work.