Stayconnected Advanced for Business

StayConnected Advanced for Business provides after sales service for your mobile phone or tablet including an exchange, replacement and repair program.

To be eligible for StayConnected Advanced for Business Service you need to:

• buy a new mobile device listed at telstra.com/business/stayconnected, from a Telstra store or dealer:  
  • on a Device Payment Contract; or
  • outright and pay for it in full (Outright Purchase);
• take up an Eligible Telstra business post-paid mobile or data plan
• register your mobile phone or tablet in the StayConnected Advanced Program in full working as new condition (with proof of purchase if requested), on the same day as the date of purchase and register the device with a Telstra-supplied SIM inserted and activated on the Telstra Mobile network/Wi Fi; and
• provide us with a valid email address and any other information we reasonably request.

If you purchased a device on an older plan, this Critical Information Summary doesn’t apply to you. Please check the Critical Information Summary supplied at the time you purchased your device or visit telstra.com/business/stayconnected to get a copy.

You may register multiple devices in the StayConnected Advanced for Business program. Each device must have its own IMEI number and service number or applicable SIM (for tablets) (registered device). Each device will incur a separate monthly fee.

There is no fixed or minimum term. You may cancel StayConnected Advanced for Business at any time.

You can exchange or replace the device registered to your eligible plan, for the same or similar device, twice in every 12 month period. To be eligible, you must:

• lodge a valid service request with us
• have no overdue fees
• provide us with information we reasonably request, including a Statutory Declaration
• nominate a place of delivery for your exchange or replacement device
• you confirm your business address or, if you are the account holder or authorised representative, you nominate a place of delivery for your exchange, replacement or repaired device;
• agree to return your registered device to us if it is in your possession at the time of lodging a service request
• ensure any prior exchange or replacement requests have been completed, including return of a previous Registered Device or payment of an applicable fee
• have not sold your registered device or used it in any way that would prevent ownership transferring to us
• have not engaged in fraud or misuse of the StayConnected Service

Once you make a valid exchange or replacement request, ownership of your registered device immediately transfers to us.

Screen repair is available for eligible registered devices that do not have other damage, are not disabled, locked or IMEI blocked and function normally, with all genuine parts. To determine whether your device is eligible for screen repair, check out our supported device list. 

https://www.telstra.com.au/content/dam/tcom/personal/mobile-phones/pdf/stayconnected-supported-device-list-new.pdf

Screen Repair may cause loss of data stored on that device. Ensure you back up any important data on your eligible registered device before giving it to us.

Your eligible registered device will be repaired and, in most cases, returned to you within 15 business days.

When you request a Screen Repair of your registered mobile handset, a loan device (and some accessories) may be provided to you.

When you receive your repaired registered device, you must return the loan device (and any accessories) within 14 days using the return satchel provided to you. Customers in Western Australia and some regional areas have up to 19 days.

If you don’t return your loan device on time or it is damaged, disabled, locked or IMEI blocked, you will be charged the fair market value of the loan device at that time. We will let you know what the fair market value is at the time you request a loan device.

A fee will also be payable if a loan device case is damaged or not returned.

StayConnected Advanced cannot be purchased on your Telstra account to cover all registered devices; you must purchase StayConnected Advanced separately for each registered devices. You can only have one registered devices on each of your post-paid mobile or tablet plans, and each will incur separate monthly fees.

Screen repair is not available for 2 in 1 devices.  Accessories such as keyboards and pensdo not form part of the Exchange, Replacement or Repair service.

You will be charged $15 each month (GST incl.) per registered device for the StayConnected Advanced for Business Service until either:

• you cancel the StayConnected Advanced for Business Service; or 
• we cancel the StayConnected Advanced for Business Service.

You will be charged a service fee each time you exchange, replace or repair your eligible registered device as set out in the table below: 

Each time we give you a mobile phone or tablet as an exchange, you must return your previous registered device to us within 14 days, otherwise a Device Non-Return Fee will apply.

If you return a registered device to us and the device is disabled, IMEI blocked, locked to a non Telstra network or is security locked, we may cancel your service request or if a replacement device has already been provided to you, if we request it, you must return it to us within 14 days or we may charge you a fee equal to the fair market value of the replacement device plus any shipping costs.

Fees and charges may apply for bill delivery and payment of your invoice, depending on the method.

We do have fee free options available - more information is available at:

Personal: telstra.com/payment-fees

Business: telstra.com/fees-on-payment-methods

The figures in this Critical Information Summary are for a full billing cycle but your first bill may include pro rate charges for part of the month if you started your subscription part way through a billing period – refer to the ‘Important information about your first bill’ section below for more information.

Important information about your first bill: 

The monthly fee for your StayConnected Advanced™ for Business Service for each registered device will be included on your Telstra Bill and may be pro-rated during your first and last month of enrolment or on cancellation.

When you first start a plan or change your plan part way through a billing period, your first bill will have additional charges. It will include your minimum monthly charge in advance, plus a proportion of your minimum monthly charge based on the number of days left in the billing period.

This plan requires paperless billing and electronic payment. Visit telstra.com/emailbill to request an email bill and/or set up direct debit. For more information on other bill payment options, go to telstra.com/billpay

• You must remove the SIM card and any personal or confidential data from your device (including devices on loan to you) before returning it or supplying it for screen repair. SIM cards will not be returned and will be destroyed. Your device must also be reset to factory settings. 
• You must disable all activation or device locking features before returning your device to us or supplying your device for screen repair. This also applies to devices on loan to you. These features may prevent the device from being wiped and factory reset. 

If you return a device to us other than the registered device, we will ask you to explain why there is an IMEI mismatch. We may ask you to provide proof of ownership (such as receipts, tax invoices or carrier receipts) and confirm how you came into possession of the device.

Visit telstra.com/contactus for our support options. Call 13 20 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 issues 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 would like an independent investigation

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

As you may already be aware, as part of a corporate restructure, your account and services will be transferred internally within the Telstra Group from Telstra Corporation Limited to Telstra Limited.  This won’t impact your account or services or how you contact us, and there’s nothing you need to do.  This change will take place on 1 January 2023. For updates on the restructure and more information or to contact us about this change, visit telstra.com/telstralegalrestructure. This message is from Telstra Corporation Limited and Telstra Limited.