Upgrade and Protect

You can sign up for Upgrade & Protect if you:

• are an Australian resident of at least 18 years of age;
• take up a mobile or tablet device (Device) on an eligible DPC on an eligible consumer mobile or data plan;
• register your Device and add on Upgrade & Protect at the same time that you purchase that Device (Registered Device);
• successfully pass a a credit assessment at the time of first purchasing your Device.

The Term starts on the date you take up Upgrade & Protect at the same time you purchase a phone or tablet on a DPC with an Upfront Mobile Plan or Upfront Data Plan added. You can cancel it at anytime. Otherwise the Upgrade & Protect service will continue until:

• the DPC for your Registered Device expires or is terminated;
• you enter a new DPC for an upgrade or replacement device as part of the Upgrade & Protect service; or
• it is otherwise terminated in accordance with Our Customer Terms. 

We will undertake a credit assessment both upon your purchase of a Device with a DPC and the addition of Upgrade & Protect, and at the time you want to redeem a New Device in accordance with this service.  

Where an credit assessment results in a low credit rating, you will be ineligible for Upgrade and Protect. In circumstances where the result of the credit assessment means that you cannot take advantage of this service, we will reimburse you for amounts paid for Upgrade & Protect since your last Device redemption (if any). 

A device in good working order and undamaged is one that is not physically damaged other than normal wear and tear (such as minor superficial scratches).

For the front screen replacement fee/s (see pricing table below), you can request your device’s front screen be replaced during the term of your DPC. The device will need to be unlocked, in Good Working Order and match the condition you record in your online request. Your device will be assessed, and if eligible, have its front screen replacement performed by a technician:

• at an eligible location of your choice (determined by postcode) (On-Site); or 
• once it is received by mail (Mail-In).

When you request to upgrade or replace your Registered Device, we will perform a credit assessment. The credit assessment is required under the TCP Code, and helps to ensure that you are able to pay the costs associated with your device and service without experiencing financial hardship.

Subject to the outcome of a credit assessment, you can upgrade or replace a Registered Device during the term of your DPC if you:

• you pay any applicable Redemption Fee based on condition of the Registered Device that you return;
• you purchase the upgrade or replacement Device on a DPC (New Device). Depending on the outcome of the credit assessment, you may need to pay an upfront amount towards your New Device.
• you return the Registered Device to our nominated second-hand device vendor within 14 days of receiving your New Device;
• your monthly Upgrade & Protect, DPC and mobile or data plan fees are not overdue;
• you disable all activation or device locking features (eg find my iPhone on iOS devices) before returning your Registered Device; and
• you provide us the information and documentation we reasonably request of you and you otherwise meet the full terms and conditions for the Upgrade and Protect service set out at https://www.telstra.com.au/customer-terms/home-family#telstra-mobile.

If your Registered Device is a mobile handset, you may only upgrade to a mobile handset. If your Registered Device is a tablet, you may only upgrade to a tablet.

If you do not return your Registered Device in accordance with the Upgrade & Protect redemption process:

• you may be required to pay your remaining DPC charges for your Registered Device;
• if you have returned your Registered Device to our nominated second-hand device vendor, it may be returned to you (if possible and subject to any applicable laws) and you may be charged the shipping costs; and
• you will not be entitled to replace or upgrade your Registered Device (unless you have already entered a new DPC to purchase a New Device in which case the terms of your new DPC will continue to apply in respect of that New Device).
• You must remove the SIM card and any personal or confidential or personal data from your Registered Device before returning it. Title to your returned Registered Device will pass to our second-hand device vendor on its return.

You will be charged each month per Registered Device until your Upgrade & Protect service expires, is terminated or is cancelled. This is in addition to your monthly device payments and mobile or data plan.

When you request an upgrade or replacement for your Registered Device you will also be charged the following redemption fee based on type of redemption and the condition of the returned Registered Device.

By exercising the Upgrade & Protect option, you acknowledge that our nominated second hand device vendor will buy the device from you in return for an amount equal to the fee they will pay to us on your behalf, in part or full consideration of us waiving your remaining DPC charges for that device. 

You agree that on leaving your eligible device with us (or our nominated second hand vendor), all rights, title and ownership of your eligible device will pass from you to our nominated second hand device vendor and you will have no further rights or interest in that eligible device.

Additional fees will also be charged if you request a front screen replacement. The front screen replacement fee is calculated based on the applicable replacement or non-repair fees and, if applicable for On-Site requests, call-out fees.

Note: You can only redeem up to two (2) Damaged Device Redemptions or Front  Screen Replacements (inclusive) in any 12-month period.

If your Registered Device is IMEI blocked, you will be required to pay your remaining DPC charges and any early termination fees for your Registered Device. We may also return the ineligible device to you and charge you for the shipping costs.

Need help? We're here for you
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.

Complaints

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 and independent investigation. 

This is a summary only. The full legal terms for this service are contained in your agreement with Telstra including Our customer Terms, which is available at telstra.com.au/customer-terms.