What is Priority Assist?
Priority Assist is a service available to eligible customers who have their fixed home service with Telstra. This service is available to customers, or a person living or a person living at their home, who have a diagnosed life threatening medical condition, and whose life may be at risk if they don’t have access to a working phone line service.
If a registered Priority Assist Customer reports a problem with their home phone line and doesn’t have another working phone service (either from us or another provider), we'll attend to the fault with the highest practicable level of service. For Priority Customers who need a phone line connected at their address for the first time, we’ll connect their service as quickly as practicable.
Priority Assist covers one home phone line only, and doesn’t apply to internet services or mobile phones. There are no additional charges for registering for Priority Assist status.
Who is eligible?
Any Telstra customer who’s been diagnosed with a life-threatening condition, or who is living with someone who has, is eligible for Priority Assist. For example, Priority Customers may be:
- Patients at high risk of respiratory emergencies
- Patients at high risk of cardiovascular emergencies
- Patients at risk of life-threatening hypoglycaemia or epilepsy
- Patients at high risk of obstetric and neonatal emergencies
- Patients with high-risk mental health disorders
- Technology-dependent patients who are at high risk
- Dependent patients who live alone, without support or in remote locations.
As the list above is a general guide only, please check the Priority Assistance brochure (PDF, 1.2MB) for a detailed list of eligible conditions.
How do I apply?
If you are eligible for Priority Assist status, you can apply by completing the Priority Assistance application form and posting it (no stamp required) to:
Telstra Priority Assistance Team
Telstra Corporation Limited
Reply Paid 79633
Newcastle NSW 2300
You can also email your completed application to email@example.com, or fax it to 1800 623 537.
How can I get immediate assistance?
If you need immediate assistance with a fault on your existing line, please call 13 2203.
For immediate help with a new line connection, please call 1800 331 286.
How long will I stay registered for?
Once your application has been approved, you'll stay registered as a Priority Assist customer for up to three years on your fixed voice service.
We may provide you with a permanent Priority Assist status should you, as the account holder, have a life-threatening medical condition that is confirmed by a medical practitioner as a permanent condition. This means you will not be required to reapply for Priority Assist every three years, unless you cancel your existing fixed voice service, transfer the ownership of the service to another person, or move to another carrier.
Unfortunately, we are unable to apply a permanent Priority Assist status where the patient (person with the life-threatening medical condition) is not the account holder. We are also unable to apply a permanent Priority Assist status where you (as the account holder) have a life-threatening medical condition which is not permanent.
In these cases, we will register you with Priority Assist for up to three years. We will contact you when your three-year registration period is nearing its end to ensure you reapply for Priority Assist if it is still required.
Is this information available in a more accessible format?
Please call the Disability Enquiry Hotline on 1800 068 424 to request this information on Priority Assist in the format you need.
Where can I find more information?
For more information on Priority Assist and how it can help you, please refer to the following web pages:
- Department for Communications and the Arts Priority Assistance page
- AMCA’s Priority Assistance fact sheet
- Community Alliance’s Priority Assistance code.