Up to 6-months of free pre-paid credit to ease cost of living pressures for Aussies in need

Our recently improved Pre-Paid Top Up program now offers six months of essential phone, SMS, and data services to even more Australians facing financial challenges. It's just one of the ways we're increasing our affordability support for those who need it.
Mira Bashi · 23 October 2023 · 5 minute read

We know that some Aussies are doing it tough right now.

According to ACCAN, one in five Australians have missed a phone or internet payment due to financial constraints, while others have gone without essentials like food or medicine to pay a bill.

Everyone should have the opportunity to stay connected without compromise, and we want to do more to help make it easier.

So, in partnership with Infoxchange, we’ve extended our Top Up program to help even more people in need.

Aimed originally at those experiencing homelessness, domestic violence, or a natural disaster, our expansion extends the program’s reach to even more Australians, including those in need of financial assistance who may also face food insecurity, mental health challenges, a disability, or are refugees.

We’ve also increased the value of our Top Ups from three $40 recharges each expiring after 28 days, to one $160 recharge with 70GB of data to use over six months, to help keep more people who need it connected for longer.

By June next year, we plan to have increased our investment in this program to $5 million, making it possible to support nearly 30,000 people to stay connected with loved ones and essential online resources.

The Telstra Top Up program can be accessed through community agencies and providers that use Infoxchange's services.

Currently, over 750 state-based organisations, including: Safe Steps, Anglicare, Salvation Army, Save The Children, and Uniting Care offer the program. To qualify, you need to be using a Telstra Pre-Paid SIM, which is available for $2.


More and more Australians are being impacted by the cost-of-living crisis and reaching out for our support. Every day, we hear about people having to make difficult decisions and sacrifices to stay afloat. Providing our clients with the Telstra Top-Up program is helping more Aussies stay connected to loved ones and maintain access to important services and information so they can focus on getting back on their feet.


-- Kasy Chambers, Anglicare Australia Executive Director

Getting urgent access to the help you need

Registered charities and support organisations can offer Telstra Top ups to those who find themselves in vulnerable circumstances, at risk of harm without assistance, or already receiving support. If you are not currently connected with a charity or support organisation, you can use the community services search tool called Ask Izzy to find support options that best match your needs. If you require financial assistance regarding your Telstra account, you can learn more about our financial assistance here.

If you’re a community agent interested in providing this program to your clients, learn more here.

Our Top Up program has been running in partnership with Infoxchange since July 2019, and has provided $3.75 million worth of support with over 10,000 Australians accessing the initiative per year.

In the 12 months to June 2023, we invested over $93 million in social and community support programs, helping keep over 1.2 million vulnerable Australians connected.


Other ways we can offer financial support, if you need it

Our Top Up program is just one of the ways we’re supporting people to stay connected. If you’re a customer doing it tough, we also have a range of flexible long and short-term support you can access directly from us.

Some of these options include:

  • Flexible payment arrangements and extensions;
  • A review of your plan or pre-paid service to check you’re on the best value service for your needs;
  • Support in moving to a different plan or pre-paid service;
  • Concession Card discount on eligible services;
  • Potential waiving of fees on a case-by-case basis, and/or,
  • Longer term support based on your personal financial circumstances.  

Use the MyTelstra app, call us, or head to Telstra.com to find out more about how we can help. You can also access our financial hardship policy in multiple languages.