Upgrade & Protect

Enjoy that new phone feeling more often.

Upgrade & Protect lets you upgrade to a new device before your contract ends. Whether it's because you want the latest, or because your old device is damaged.
Subject to our standard credit assessment. Limit two damaged device upgrades per 12-month period. Damage and redemption fees may apply.

Benefits

Get the latest tech

Upgrade to the newest version of your phone or tablet when it launches.

$0 redemption fee

6 or 12 months of your contract, or pay a $99 redemption fee to upgrade earlier. For devices in good working order.

Subject to our standard credit assessment. Limit two damaged device upgrades per 12-month period. Damage & redemption fees may apply.

Peace of mind

Two screen replacements or damaged device upgrades per year for a fee.

What is Upgrade & Protect?

Upgrade & Protect is a $15 per month service that lets you upgrade your device before your contract ends. You must add it when you buy your new device on a repayment contract with an Upfront Mobile or Data plan. It can't be added to an existing service. You can cancel Upgrade & Protect anytime.

You can: 

  • Upgrade a device in good working order whenever you want  
  • Upgrade a damaged device, or 
  • Replace your screen

You are entitled to a total of two screen replacements or damaged phone upgrades per year.

Accepting a new plan, including redeeming, is subject to Telstra's credit assessment.

Add Upgrade & Protect only when you buy your new device

Get access to device upgrades and guard against damage for an additional $15 per month plus redemption fees.

How does it work?

Upgrading a device

You can upgrade a device in good working order:

  • for no fee in the final six months of a 12-month repayment term, or the final 12 months of any other repayment term; or
  • for $99 any other time before the final period of your repayment term.

You can upgrade a damaged device twice per year for a fee of $249 each time.

Device condition 12-month contract 24 or 36-month contract Redemption fee
Good condition Last 6 months Last 12 months $0
Good condition First 6 months
  • First 12 months for 24-month plans
  • First 24 months for 36-month plans
$99
Damaged Any time within contract period Any time within contract period $249

Screen replacement

For $99 we can replace your screen provided your device is otherwise in good working order. And we can come to your home or work in an eligible postcode.

You can redeem a total of two damage upgrades or two screen replacements per year.  

For on-site visits, a $59 call-out fee may apply if you are not home when the technician arrives. If your device condition does not match your assessment, you may be charged a $79 non-repair fee. For mailed-in devices, if your device condition does not match your assessment, you may be charged a $20non-repair fee.

How to redeem an upgrade

  1. Backup your data

  2. Return your old device

  3. Your old device is assessed

  4. Get your brand-new device

How to book a screen replacement

  1. Open the My Telstra app on your device or go to My Telstra in a browser
  2. Select Services  
  3. Select your service (your phone number) 
  4. Select Manage your device and accessories
  5. Select Replace your screen then follow the prompts

Frequently asked questions

Upgrade & Protect FAQs

No, the remaining payments for your device repayment will be paid by our nominated second-hand device vendor if:

  • You purchase a new mobile or tablet on an eligible device repayment with a Telstra Upfront Mobile or Data Plan
  • You return your existing device to our second-hand device vendor, together with your proof of identity and any additional documentation or information requested, within 14 days of purchasing your new device if upgrading online or over the phone; or you return your mobile phone or tablet to our second-hand vendor at the time of purchase if you upgrade in-store
  • You pay the applicable redemption fee (based on the return device condition), and
  • Your monthly device repayment and Upgrade & Protect fees are not overdue

No, Upgrade & Protect can only be added in-store when taking up a new device on a device repayment with an eligible plan.

No, Upgrade & Protect can be removed at any time in the My Telstra app or My Telstra in a browser. If you cancel Upgrade & Protect part way through your month, you’ll continue to be covered for the period that you've already paid for. 

No, Upgrade & Protect is tied to the device repayment term.

Screen Replacement FAQs

Customers who have purchased Upgrade & Protect can have their screen replaced for $99. 

You can choose to have a screen replacement technician come to an address in an eligible post code. Or you can mail-in your device to have the screen replaced. 

Your device will be fitted with a replacement screen, which is consistent with the quality and grade of the Original Equipment Manufacturer (OEM) screen standard. It may be a refurbished or genuine OEM screen. 

You can make a maximum of two damage redemption upgrades or screen replacements per device, within a 12-month period.

You can book a screen replacement via My Telstra.

  1. Select Services  
  2. Select your service (your phone number) 
  3. Select Manage your device and accessories 
  4. Select Replace your screen then follow the prompts.

Go to My Telstra.

  1. Select  Services
  2. Select your service (your phone number) 
  3. Select  Manage your device and accessories 
  4. Select  Replace your screen 
  5. When prompted, enter your postcode
  6. The availability for your postcode will be displayed on screen
  7. If unavailable at your postcode, follow the prompts on how to mail your device.

Your device must be in good working order. When you book the screen replacement, you'll be asked several questions to assess your device's condition.

If you request an on-site replacement and the device does not match the assessment, we may charge you $79. If this happens, you can choose to use your damaged device upgrade redemption instead.

If you post your device to us but do not accurately record its condition, we may not be able to replace the screen. If this happens we will send your device back and charge you a $20 non-repair fee.

Charges will appear on your next bill or be automatically debited on your next invoice due date, if you are on an upfront mobile or data plan.

You can change or cancel your appointment via My Telstra at any time before a screen replacement technician is on their way to your nominated address. You'll receive a notification when the technician is in-transit to your nominated address.

Please note - if you are not present when the screen replacement technician arrives, a call-out fee of $59 may apply.

Contact us for help.

All screen replacements come with a 12-month warranty from date of the screen replacement.  If you have issues with your screen after replacement, please contact us. This warranty does not impact your rights under Australian Consumer Law and any consumer guarantees, to the extent that they apply.

By making a booking, you are committing to be available with your device at any time within your selected time window. However, you will receive an email notification when the technician is on their way to your location. 

If the technician arrives and you are not present at the booked location, they will attempt to contact you. Failure to attend or present the booked device will result in the appointment being cancelled and a service fee of $59 will be charged to your Telstra account.

Notifications will be sent to your contact email address. You will also receive SMS notifications when the technician is on their way. 

In exceptional circumstances we may call on the contact number you provided with your booking.

Our technicians are fully equipped to carry out screen replacement services from their vehicles. The service can also be completed contact-less with the device left outside and the technician working in their vehicle. Please note that on completion of the screen replacement you will be required to sign an acknowledgement that you are satisfied with the work. This process can however be completed while observing social distancing.

On arrival, our technicians are required to confirm their identity by showing you their Kingfisher Screen Replacement Technician identity tag and lanyard. They will also have the details of your booking including your device IMEI and make/model.

Our technicians have a limited range of postcodes they can service in a timely and efficient manner. If the suburb or postcode you nominate for the screen replacement is not serviced by a technician, only the mail-in option will appear for your selection.

Once the device is received by our repairer, the screen replacement will be completed and dispatched within one business day. However, transit and delivery times can vary depending on your location.

When you redeem Upgrade & Protect, your device repayment contract ends, and you enter a new device repayment contract for your new device. For customers taking up a new device repayment contract, we are required to perform a credit assessment.

This is to make sure that you can meet your financial commitments without experiencing financial hardship. In the case that your credit assessment results in a low credit rating, you won't be able to add or redeem Upgrade & Protect for a new device.

Depending on the credit assessment results we may provide different options - to pay a partial upfront payment, purchase the device outright, or both. With these options, you won't be able to add Upgrade & Protect to the device.

Partial upfront payment option

You may be given the option to make a part payment towards the new device to lower your monthly device repayments. If you purchase a new device with a partial upfront payment, Upgrade & Protect won't be added to the device.
 

Outright purchase option

You may be given the option to buy the new device outright. Upgrade & Protect won't be added to your new device in this case, as it's only available to devices on a repayment contract.

General FAQs

When you place an order to upgrade your device, we’ll conduct an assessment of its condition. The outcome will be one of the following:

  • Good working order
  • Minor damage and/or cracked screen
  • Damaged beyond repair

 

I have Upgrade & Protect

You're required to return your device as part of the redemption process for Upgrade & Protect, either:

  • Undamaged and in good working order (GWO upgrade)
  • Damaged (damaged device upgrade)

A device in good working order and undamaged is generally one that is fully functional as intended and not physically damaged other than normal wear and tear (such as minor superficial scratches). For example, the device:

  • Turns on and off
  • Functions normally (for example, it’s 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 doesn’t have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM reader)
  • Doesn’t have any missing, disassembled, customised or non-original parts; has all activation and device locking features disabled (e.g Find My iPhone)
  • Has had a factory reset performed
  • Is not IMEI blocked

The images below are examples of what is considered damage and NOT normal wear and tear:

Example of phone with minor wear and tear scratches
Example of phone with minor wear and tear scratches around the edges
Example of phone with minor wear and tear scratches on the home button
Example of phone with minor wear and tear scratches on the edges

Important: If your device doesn’t meet the criteria above, your device is considered damaged, even if it’s still unlocked. It may still be eligible for a Damaged Device Upgrade for a higher redemption fee, provided it is not IMEI blocked and meets the other redemption requires set out in the full terms and conditions in Our Customer Terms.

 

I have StayConnected Advanced, New Phone and Tablet Feeling or Mobile Swap Assure

The condition of your existing device will affect the total cost of your upgrade. If your device has minor damage, a cracked screen or is damaged beyond repair, you’ll need to pay a higher fee depending on the damage.

 

Good working order

A device that’s undamaged and in good working order is one that is fully functional as intended and is not physically damaged, except minor scratches and other normal wear and tear, as reasonably determined by us.

A good working device:

  • Turns on and off
  • Functions normally (e.g. it’s capable of making and receiving calls, connecting to the internet and any touchscreen functions work as intended)
  • Includes a fully functioning battery
  • Is free from physical damage except normal wear and tear (e.g. it doesn’t have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM/SD card reader)
  • Doesn’t have any missing, disassembled, customised or non-original parts
  • Has all activation and device locking features disabled (e.g. Find My iPhone on iOS devices)
  • IMEI is not blocked

 

Minor damage and/or cracked screen

A device with minor damage and/or cracked screen has:

  • Damage to the casing
  • Keys or buttons that don’t work
  • Cracks or chips on the screen
  • A touch screen (if applicable) that’s cracked and/or discoloured

 

Damaged beyond repair

A device that’s damaged beyond repair:

  • Doesn’t power on (even when connected to charge)
  • Has liquid damage (pink/red water indicator has been activated)
  • Is disassembled or has missing parts
  • Has been customised or has non-original parts

 

Redemption fees

Depending on your device’s condition, the following fees apply:

Device condition Upgrade & Protect StayConnected Advanced Mobile Swap Assure New Phone and Tablet Feeling
Good working order $99 (or $0 if upgraded in the last 12 months of your DPC)

N/A

  • $190 (if you have more than 12 months remaining)

  • $99 (if you have less than 12 months remaining
$149 (if you have less than 12 months remaining)
Damaged
  • $249
  • $190 (if your device's RRP is below $1,500)
  • $270 (if your device's RRP is above $1,500)
$190 N/A
Lost or stolen N/A
  • $190 (if your device's RRP is below $1,500)
  • $270 (if your device's RRP is above $1,500
$190 N/A
Screen replacement N/A $59 N/A N/A

If your device is damaged and you're on a Lease plan with no extras, the following redemption fees apply:

Device condition 12-18 months 19-24 months After 24 months
Device is in good working order $99 $0 $0
Device has minor damage or a cracked screen $229 $229 $229
Device is damaged beyond repair $499 $399 $299

You can have the damage repaired yourself by an authorised repairer. We’ll return your device to you and our Telstra Device Care team will advise you on the time frame when the repaired device will need to be returned to us. If not repaired and returned to us within the timeframe provided, all remaining Early Termination Charges and device repayment amounts will apply.

We can organise to repair your device for a fee. The fee will depend on your phone or tablet’s make and model and the amount of damage.

Before returning your device, you'll need to back up your device, turn off location/locking features such as Find My iPhone, remove your SIM card and reset the device to factory settings.

For further info, go to Mobile device support and select your device model.

Back up your device

Save your contacts, messages, photos, videos and music to your computer, or you might like to use a cloud service, SD card, or external hard drive.

Remove your SIM card and factory reset your phone

You can find the instructions on how to do this in the user manual you received with your original phone or refer to our interactive device guides.

Turn off device tracking

Device or activation locks may prevent the device from being wiped and factory reset. This includes 'Find my iPhone' for Apple users and 'Find my Device' for Android users. Customers who return phones with a device or activation lock enabled may be charged a fee. Ensure that all tracking has been turned off before you return it.

For Apple devices, turn off Find my iPhone by going into Data & Wireless > Settings for Find my iPhone.

For Android devices, turn off Find my device by going into Getting started > Settings for Find my device.

For further info, go to Mobile device support and select your device model.

You can return your device in store, over the phone or online for some customers. 

You’ll need to return your old device within 14 days of entering your new eligible service plan, or at the time of purchase if returning in store. If you don’t return your device, your Upgrade & Protect offer becomes void and depending on the device offer you have subscribed to, you’ll either need to pay an early termination charge for the remainder of your device repayment term, or a fee which amounts to the Fair Market Value of the device. If your device was replaced under warranty, or insurance, you’ll need to provide proof of replacement. 

We’ll send a digital return code via email or SMS containing an Australia Post Returns Label with a QR code or barcode to return your device if you redeem online, in store or speak to us on the phone. Here’s how the digital returns process works:

  1. Start the return process

    Once you lodge your return request, you’ll receive an Australia Post digital return code via email or SMS from Telstra within 24 hours.

    Good to know: Timeframes will be affected if there are delivery delays for your new device.

  2. Prepare your device

    You’ll need to back up your data and remove all activation locks from your device. Find out more about what you need to do before returning your device.

  3. Return your device

    Visit the nearest Australia Post to lodge your parcel; no paperwork is required. They’ll scan the QR or barcode or use the return code you’ve received. You’ll be able to track the device online.

    Customer information may be shared with Australia Post to process the returns request. Terms and conditions can be viewed on the Australia Post website.
 

I didn't receive an email or SMS

Double check your plan’s extras to see if you’re supposed to receive a return barcode or use a return satchel below.

If you’re meant to receive a return barcode but didn’t, please message us in the My Telstra app or contact us.

If you choose not to return your device, you may be required to pay your remaining Device Repayment Contract charges for your device.

Things you need to know

Available for $15 per month at the time you purchase an eligible mobile or tablet device on an eligible mobile or data plan.

Upgrade redemptions can be made during the current device payment contract term by returning the device to our second-hand device vendor, paying applicable redemption fees (determined based on condition of the return device) and purchasing an upgrade or replacement device on a new, eligible device payment contract with a new mobile or data plan.

The charges for the cost of the redemption will be issued via a Pay It Later invoice. The cost for the new device will be charged to your AutoPay payment method. Limit of two damaged device return redemptions per service per 12 months. Excludes lost/stolen devices.

Upgrade redemptions can only be made in-store, over the phone, or via messaging.  

Questions about Telstra mobiles?

My Telstra app

View your services, pay your bill, troubleshoot tech issues, contact us via messaging and much more.

Support

More information about Upgrade & Protect can be found in our Support section.

Contact us

We're here to answer your questions.
 

Send us a message

You can message us about a range of topics and we'll get back to you as soon as we can.