InContact

InContact is a home telephone service that gives you line rental and a telephone number which enables you to make calls to a limited range of numbers and receive calls.

No minimum term applies. The following restrictions apply on receiving the InContact service.  Low-income service: while you continue to hold an eligible Centrelink Pensioner Concession Card (PCC), Health Care Card (HCC) or a Pensioner Concession Card issued by the Department of Veteran’s Affairs (DVA) you can receive an InContact service for up to 12 months. After 12 months we will review your eligibility for the InContact service.

We’ll notify you if you’re no longer eligible for an InContact service and, unless you decide to cancel your service, you’ll be placed on a month to month plan with the lowest monthly charge of our generally available plans.

You must not have any other telecommunications based or provided services (with the exception of a pre-paid mobile phone service).  

Financial Assistance and Support Service: if you are a home phone customer who has an unpaid Telstra bill, we may supply you an InContact service for a limited period of time while you’re paying off your outstanding bills. We can disconnect your InContact service if you haven’t paid us your outstanding bill within 12 months of connecting the InContact service. We’ll notify you before we disconnect your service.

The following calls and features are included at no additional charge:

• Emergency call service 000
• Emergency call service for TTY users 106
• Dial Before You Dig information 1100
• Telstra Reverse Charge 12550 or 1800NoCash (1800 662 274)
• Telstra Sales and Billing 13 2200
• Telstra Service Difficulties 13 2203
• Telstra PhoneAway® prepaid calling card 18933 or 1800 150 117
• Telstra PhoneAway customer service 1800 815 700
• Telstra Disability Enquiry Hotline 1800 068 424
• Telstra Disability Enquiry Hotline for TTY users 133 677
• Telstra InContact recorded information 13 2674
• Lifeline 13 1114
• Free call 1800 numbers.

You may also be able to call some of the services set out in the Advice and Assistance section at the front of your local White Pages® directory.

You are unable to make calls to numbers other than those listed above.

Self-Installation Kits are available or a technician will connect your home if required at no extra cost.

Once you take up a telephone service on the nbn™ network, you can’t move back to Telstra services on the existing copper network unless you’re in an nbn™ Fixed Wireless area.

There is no monthly charge for this service.

Connection and installation charges for your InContact service are as follows:

You can move to another Telstra Home Phone plan as your needs change, free of charge. There is no early termination charge.

If you don’t want your name, address or phone number printed in the White Pages® or any other Telstra directory product, you can ask for an Unlisted number. There is no charge for an Unlisted number.

We’ll make our best attempts to connect your home phone service on your requested date.

This may occur within two working days if:

• There was a previous working home phone service to your property
• We can reconnect the service without visiting the property, local telephone exchange, or anywhere in between

Otherwise, it could take 5 to 15 days.

If you or someone living in your home has a diagnosed life threatening medical condition and your/their life may be at risk without access to a home phone service, you can request to be a Priority Assistance customer. We aim to connect Priority Assistance customer’s home phone service within 24 hours of being asked in urban and rural areas, or within 48 hours in remote areas.

If you are a home phone customer who has an unpaid Telstra bill, we may supply you an InContact service for a limited period of time while you are paying off the outstanding amount. We can disconnect your InContact service if you haven’t paid your outstanding bill within 12 months of connecting the InContact service. We’ll notify you before we disconnect your service. You will receive a bill if you incur connection charges (if applicable). The only feature available on InContact is Call Waiting. Call Waiting does not incur a charge.

To reduce unwanted calls from businesses you have no relationship with, you can register your service on the Do Not Call Register which is managed by the Australian Communications and Media Authority on behalf of the Federal Government. For more details, please visit donotcall.gov.au.

Visit telstra.com/contactus for our support options. Call 13 22 00 or 133 677 (TTY), or +61 439 12 5109 from overseas, to speak to someone about your plan or to obtain a copy of this summary in an alternative /accessible format.

If there’s something you’re not happy with and you wish to make a complaint, visit telstra.com/complaints. We like to make every attempt to resolve any issue but you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058 or visit tio.com.au/about-us/contact-us if you’d like an independent investigation.

This is a summary only. The full legal terms for this plan are available at telstra.com/customer-terms