Information about the service
Upgrade & Protect is an add-on service. It lets you upgrade or replace a Telstra mobile or tablet that you purchased on a Device Payment Contract (DPC) with a new month-to-month consumer mobile or data plan. That Telstra mobile or tablet can be upgraded or replaced during the term of your DPC, provided you meet the redemption requirements and return the device:
- undamaged and in good working order; or
- damaged (up to a limit of two times per year per mobile service).
- Availability and eligibility
You are eligible for Upgrade & Protect if you:
- are an Australian resident of at least 18 years of age;
- are the Telstra account owner of the Device Payment Contract (DPC) or an authorised representative of the Telstra account owner; and
- register your mobile or tablet device (Device) and add on Upgrade & Protect at the same time that you purchase it on a DPC with a consumer mobile or data plan added (Registered Device).
You can register multiple Devices for Upgrade & Protect, provided each Device is on a separate service and DPC.
- Upgrading your device
You can upgrade or replace the Registered Device during the DPC if you complete one of the available Upgrade & Protect redemption processes (described at www.telstra.com/upgrade-and-protect) and:
- pay any applicable Redemption Fee based on the returned Registered Device condition;
- purchase the upgrade or replacement Device on a new DPC with your consumer month-to-month mobile or data plan;
- you return the Registered Device to our second hand device vendor within 14 days of receiving your upgrade or replacement device;
- your monthly Upgrade & Protect, device payment and mobile or data plan fees are not overdue; and
- otherwise you meet the full terms and conditions for the Upgrade & Protect service.
If you fail to return your Registered Device in accordance with the Upgrade & Protect redemption process, you may be required to pay your remaining DPC charges and any early termination fees for your Registered Device.
You can only make two damaged device upgrades or replacements per service in any 12 month period.
If your existing device is a mobile handset, you may only upgrade to a mobile handset. If your existing device is a tablet you may only upgrade to a tablet. You are not able to upgrade a mobile handset for a tablet and vice versa.
You must return your Registered Device in accordance with the redemption process you use at the time of your request. You must disable all activation or device locking features (eg find my iPhone on iOS devices) before returning your device to our second hand device vendor.
You must remove the SIM card and any personal or confidential data from your device before returning it. Title of your returned Registered Device will pass to our second hand device vendor on its return.
- Minimum Term and Expiry
There is no minimum term for Upgrade & Protect. 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 a consumer mobile or data plan added. You can cancel it at anytime. Otherwise the Upgrade & Protect service will continue until:
- your 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 the full terms and conditions in Our Customer Terms.
- Good Working Order
- turns on and off;
- functions normally (for example, it is capable of making and receiving calls and connecting to the internet and has a fully functional touchscreen as intended);
- includes a fully functioning battery;
- is free from physical damage except normal wear and tear (for example, it does not have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM reader);
- does not have any missing, disassembled, customised or non-original parts;
- has all activation and device locking features disabled (eg. Find My iPhone);
- has had a factory reset performed; and
- is not IMEI blocked.
Information about pricing
- Price and Billing
You will be charged $15 each month per Registered Device until your Upgrade & Protect service expires 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 the condition of the returned Registered Device.
Return device condition
Good working order and undamaged (12 month DPC)
$99 (or $0 if upgraded in the last 6 months of your 12 month DPC)
Good working order and undamaged (24 or 36 month DPC) $99 (or $0 if upgraded in the last 12 months of your 24 or 36 month DPC)
We will waive the good working order Redemption Fee if you are eligible to redeem your upgrade or replacement device in the last 12 months of your 24 or 36 month DPC, or the last 6 months of your 12 month DPC.
If you do not disable all activation and device locking features but are otherwise eligible for an upgrade, we may charge you the Redemption Fee for a damaged device upgrade ($249). If you are not eligible for an upgrade or your 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 (if possible and subject to any laws) 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.
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.
MOSC1801-Tue Aug 18 00:00:00 AEST 2020