As bushfires continue to burn across many parts of Australia, we know many of our residential and small business customers are doing it tough. We’re here to help with an assistance package available for those affected in South Australia.

(This information is current at 18 February, 2020.)

We understand how important it is to reach out to friends and family during times of crisis, and we want to do all we can to help our customers. The assistance package provides customers with access to free and interim services during the recovery period, in addition to providing the wider community with free calls and free Telstra Air Wi-Fi through local payphones.

Please read below the following list of postcodes and suburbs to see more information on disaster assistance packages available to customers in these areas.

An assistance package is available for South Australian customers affected by bushfires. Customers impacted include those in the following postcodes and suburbs:

5131 – Houghton, Lower Hermitage, Upper Hermitage

5133 – Inglewood

5134 – Cherryville, Montacute

5220 – Parndana

5221 – American River, Ballast Head, Muston

5222 – American Beach, Antechamber Bay, Baudin Beach, Brown Beach, Cuttlefish Bay, Dudley East, Dudley West, Ironstone, Island Beach, Kangaroo Head, Pelican Lagoon, Penneshaw, Porky Flat, Sapphiretown, Willoughby, Willson River

5223 – Bay of Shoals, Birchmmore, Brownlow, Cape Borda, Cassini, Cygnet River, De Mole River, Duncan, D’estrees Bay, Emu Bay, Flinders Chase, Gosse, Haines, karrata, Kingscote, Kohinoor, Macgillivray, Menzies, Middle River, Nepean Bay, Newland, North Cape, Seal Bay, Seddon, Stokes Bay, Stun’sail Boom, Vivonne Bay, Western River, Wisanger

5232 – Cudlee Creek

5233 – Forreston, Gumeracha, Kenton Valley

5234 – Birdwood

5240 – Lenswood

5241 – Lobethal

5244 – Charleston, Harrogate, Inverbrackie, Mount Torrens, Woodside

5252 – Brukunga, Dawesley, Hay Valley, Kanmantoo, Nairne, St Ives

5275 – Blackford, Boatswain Forest, Cape Jaffa, Keilira, Kingston, Mount Benson, Pinks Beach, Reedy Creek, Rosetown, Sandy Grove, Taratap, Tilley Swamp, Wangolina, West Range, Wyomi

A number of Telstra services have also been affected and in some cases, adverse conditions are preventing us from reaching some areas. Our crews are working closely with emergency services to ensure our teams have access to areas of need as soon as they are deemed safe to enter, or under escort.

A number of Telstra services have also been affected and in some cases, adverse conditions are preventing us from reaching some areas. Our crews are working closely with emergency services to ensure our teams have access to areas of need as soon as they are deemed safe to enter, or under escort.

Customers who have had to evacuate their home or have lost their home are encouraged to call us132 203(then enter their full home phone number including area code when prompted) to report a fault and register for the assistance package.

Telstra’s relief packages can include the following:

Short term measures (for Telstra customers who have a short-term impact – temporary evacuation of premises or temporary fault):

  • Free use of Telstra public payphones in the affected areas
  • Free use of Telstra Air payphone hotspots in the affected areas
  • Free call diversion from an affected fixed home or business phone service to another fixed or mobile service of the customer’s choice, regardless of the carrier
  • Customers who use the free call diversion to divert their affected fixed home or business phone to their Telstra mobile service can also make local and STD® calls on their mobile at fixed-line rates, in accordance with their selected plan (limited to one designated Telstra mobile per affected household or business.
  • Affected Telstra mobile customers who do not have a Telstra home phone can receive a one-off credit to the value of $100 inc. GST (limited to one mobile phone per Telstra mobile account).

The above offers are applicable until network damage in the area due to fire is repaired, or while customers remain evacuated, for a maximum period of three months from the date of the fires.

Long-term measures (for Telstra customers who have suffered severe damage to or loss of their premises):

  • Free call diversion from the customer’s Telstra fixed phone service to another Australian fixed or mobile service of their choice, regardless of the carrier. This offer is applicable for a maximum period of 6 months from the date of the fire.
  • In addition, Telstra will apply a one-off credit to the value of $500 inc. GST to the customer’s Telstra fixed phone account to help cover the costs of the following, if required: Connection of a Telstra fixed phone service at one temporary residence
  • Re-connection of a Telstra fixed phone service at the customer’s original permanent premises

We have also made our payphones and Telstra Air hotspots (where available) free for anyone to use so you can stay in touch with family members around the country. Additionally, Telstra Mobile customers can browse a number of emergency information websites on an unmetered basis until further notice. For the full list, head to tel.st/unmetered.

Please remember to stay safe and listen to warnings from authorities.

For other states affected by the bushfires, customers can read more about the disaster relief packages that are available forVictoria,New South Wales, andQueensland.