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  • Priority Assist for Telstra customers

    Priority Assist is a free service designed to help customers who have (or are living with someone who has) a diagnosed life-threatening medical condition, and whose life may be at risk without access to a fully-operational phone service.

    If a Priority Assist customer has a fault on their phone line, without any other working phone service (from Telstra or another provider), we'll attend to the fault with the highest practicable level of service available. We will also install a Priority Assist customer's first phone line at their address as quickly as practicable.

    Priority Assist covers the use of one phone line only (mobile phones are not included).

    Who is eligible?

    Any Telstra customer with (or living with someone who has) an eligible life-threatening condition. The following list of conditions is not a complete list, but intended as a general guide of who can apply for Priority Assist:

    • Patients at high risk of respiratory emergencies
    • Patients with high-risk mental health disorders
    • Technology dependent patients who are at high risk
    • Patients at risk of life-threatening hypoglycemia or epilepsy
    • Patients at high risk of obstetric and neonatal emergencies
    • Patients at high risk of cardiovascular emergencies
    • Dependent patients who live alone, without support or in remote locations

    View a detailed list of eligible conditions in the Priority Assist brochure (PDF, 1.2MB).

    How to apply?

    Please complete the Priority Assist application form (PDF, 448KB), then mail it to:

    Attention: Telstra Priority Assist Team

    Telstra Corporation Limited

    Reply Paid 79633

    Newcastle NSW 2300

    No stamp is required.

    You can also email your completed application to, or fax it to 1800 623 537.

    If you require immediate assistance with a line fault or connecting the first home phone line at your address, please phone us:

    • Line faults: 13 2999
    • Line connection: 13 2000

    You will then need to send the application form to us within 28 days. If eligible, you'll be registered for Priority Assist for up to 3 years. Before the 3 years are over, we'll invite you to re-register if you still require Priority Assist.

    Priority Assistance Policy information


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