The evolving situation around COVID-19 (Coronavirus) means we want to keep you updated as quickly as possible on impacts to our business, and new policies for our people and customers.
That’s why we’ll be posting new updates relating to COVID-19 here when they’re available.
Last updated: Wednesday, 22 July 2020
Some changes for our teams supporting you in Victoria
Tuesday, 21 July 2020
In response to the ongoing community transmission of COVID-19, the Victorian Government has mandated that from midnight Wednesday 22 July, masks or face coverings will be mandatory for everyone in Melbourne and Mitchell Shire when you leave the house.
We have always said that the safety of our staff and our customers is paramount at this time. This remains unchanged. Our people working in this area, including in our stores, will be required to wear masks to comply with the state government’s directions.
We have already been distributing masks to our teams in the field and stores and we’re looking to increase this distribution to other key sites. We’re also investigating the use of cloth masks as an alternative and more environmentally-sustainable option in the long term.
We’ve also advised our team to refuse store entry to customers who are not wearing a mask (unless they meet the Government exemption criteria).
The use of masks isn’t new for our people who have stayed on the frontline and continued to do essential work. Throughout the pandemic, they have often needed to wear masks to meet public health requirements. Because of this, we already have well-established and appropriate safe work processes in place for our people.
As well as mask-use in our stores, we continue to take precautions we ask our customers to be mindful of.
Enhanced cleaning – including access to hand-sanitiser and regular cleaning and sanitisation of devices – is already in place, along with plexiglass in customer service areas; effective floor management ensuring appropriate customer numbers in stores; physical distancing, and gloves for our teams.
All team members unable to work due to COVID-19 will continued to be supported through our paid Pandemic Leave policy.
An update on our Airport West store
Friday, 17 July 2020
One of our licensee stores in Airport West, Victoria has encountered a suspected case of COVID-19.
The store has been deep-cleaned overnight, and employees who may have been exposed are being isolated and tested out of an abundance of caution. The store is now open, however, we will provide further updates as they come to hand.
You can find your nearest store and book an appointment with our Store Finder.
Update: Testing has returned a negative result. This store is open for trading.
An update on our Mornington store
Thursday, 16 July 2020
One of our licensee stores in Mornington, Victoria has today been closed temporarily after a staff member tested positive to COVID-19.
Store staff are seeking testing and have been provided help under our Employment Assistance program.
The store is currently being deep-cleaned over the next 48 hours, and we look forward to welcoming customers back when it reopens.
In the meantime, you can find your nearest store and book an appointment with our Store Finder.
Supporting our customers in Melbourne under increased COVID-19 restrictions
Wednesday, 8 July 2020
With increased COVID-19 restrictions around the Melbourne metropolitan area and the Mitchell Shire, we want to help our affected customers stay connected – that’s why we’re offering our eligible consumer and small business customers in those areas additional mobile data, as well as offering unlimited home phone calls to pensioners. The offers will be available from Tuesday 14 July.
Providing assistance to Victorian residents in hard lockdown
Tuesday, 7 July 2020
We’re working with the Victorian Government on options to support residents of the nine buildings in lockdown in North Melbourne and Flemington.
We are providing unmetered data for fixed line customers until the end of August, 10GB of extra data for prepaid mobile customers and 25GB of extra data for post-paid customers in the buildings.
An update on our Victorian stores
Monday, 6 July 2020
Two of our licensee stores in Victoria – Altona Gate and Williamstown – have been closed temporarily after a staff member tested positive to COVID-19 at the Altona Gate store.
While there wasn’t workplace exposure in this instance, team members from both stores are self-isolating at home and will be tested for COVID-19 as a precaution.
Both stores are currently being deep-cleaned and we look forward to welcoming customers back when they reopen and staff will come back once they meet all necessary clearances.
In the meantime, you can find your nearest store and book an appointment with our Store Finder.
Wednesday, 8 July 2020: Our licensee store at Altona Gate has now re-opened.
An update on our Bourke Street Telstra Store
Monday, 6 July 2020
As a priority, we want to help ensure the safety of both our customers and our Telstra Store staff. We’ve taken a number of steps to stay COVID-safe.
This is why our Telstra Discovery store on Bourke Street was closed on Friday afternoon (3/7) and remained closed over the weekend, after a staff member unfortunately returned a positive COVID test result.
Over the weekend, two more staff members also returned positive tests. The three team members are quarantining and other staff who worked with them are now self-isolating.
Rest assured, we’re working closely with the Department of Health and Human Services to help in contact tracing customers who may have been in contact with the team members last week.
The store has received a deep clean over the weekend and will reopen today staffed by team members from other stores.
Again, the safety of our staff and customers is our number-one priority. As a result, we continue to take precautions we’d ask our customers to be mindful of.
Enhanced cleaning – including the provision of hand-sanitiser and regular wiping and sanitisation of devices – is already in place, along with plexiglass in customer service areas; effective floor management managing appropriate customer numbers in stores; social distancing, and gloves for our staff. All team members unable to work due to COVID will continued to be supported through our paid Pandemic Leave policy.
Updated Thursday, 9 July 2020: One additional staff member at our Melbourne Discovery store has tested positive to COVID-19 and is self-isolating at home. More than 40 staff members tested have so far returned negative results. There is no change to our store operations – the Melbourne Discovery store remains open and trading.
We’re reopening selected stores
As COVID-19 restrictions ease in some states, most Telstra stores that were closed in March are set to re-open.
We’re helping bridge the gap with online learning
With the reality of social distancing setting in, schools across the country are doing a tremendous amount of work to provide online education resources for students and parents. We’re proud to be doing our part in helping to bridge the gap by providing 20,000 disadvantaged students and teachers across the country with internet access to educational content to support their online learning through the Department of Education and Catholic Education.
Making self-service easy with the new My Telstra app
To help you interact with us online more easily, we’re ramping up our digital capabilities as a priority – so you can get the help you need to get connected and stay connected. We’ve just launched our new My Telstra app which is designed to be a one-stop shop for all your Telstra needs. We have also created a number of self-service videos to help you with your basic service needs.
If you can #StayHome, you should
Friday, 27 March 2020
As we continue to work-from-home and practice good social distancing, we want to encourage others to join us in flattening the curve of COVID-19. That’s why you’ll see us change our network name on your mobile phone during this uncertain time to – Telstra #StayHome.
From today, when you look in the top corner of your Apple iOS device connected to the Telstra mobile network, you’ll see our new name: Telstra #StayHome. That’s because the best thing we can all do as individuals is stay at home to stop the spread of the virus.
Staying home is the best thing anyone who isn’t providing an essential service can do. Data from the University of Sydney demonstrates that the spread of COVID-19 can be slowed if people cut the vast majority of in-person interactions. That’s why we’ll be helping to share that crucial message, by reminding you to #StayHome on your phone with our new network name.
This new network name will appear on Apple iOS devices only for now and may require a network change (e.g. moving from 3G to 4G) or a change in location to trigger it.
To help support consumers and small businesses as we navigate this difficult time, we’ve introduced a range of initiatives including extra data for mobile and fixed broadband customers, and billing relief for those who need it.
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Supporting small businesses through COVID-19
Thursday, 26 March 2020
Many small businesses across Australia are feeling the impacts of COVID-19. Australian small businesses are agile, we’ve always admired that about them, and we’ll see many of them adapt. But it’s important that the rest of Australia also gets behind them to support them through this challenging time. We’re showing our support by helping them adjust in a number of ways.
Issues with some voice calls connecting due to congestion
Tuesday, 24 March 2020
As more people work from home and schools close, we are seeing demand on our network increase daily and this will continue.
Overall mobile call volumes on certain routes and geographies are up by more than 50 per cent. Specific numbers to Government call centres are experiencing three times the call volumes compared to last week, and over 20 times the normal call volume.
As a result, we’re seeing congestion impacting a small proportion (3-4 per cent) of call on our mobile network, with most of the congestion being driven by the high number of calls to Government 13 and 1800 numbers. There is no impact on data as yet.
Working with Optus, we are also trying to fast-track upgrades to our interconnection capabilities which is contributing to this congestion and we are continuing to push for a resolution urgently with them.
Yesterday we made significant improvements to capacity and call routing on our network, which has allowed us to manage the significantly higher call volumes.
Delays getting in touch with us, and the best ways to get help
Sunday, 22 March 2020
Due to the impact of COVID-19 restrictions on our teams and partners in Australia and around the globe, we are prioritising our customer service activities toward maintaining critical services and keeping vulnerable customers connected. You will experience delays getting through to our customer service team and getting some issues fixed.
We understand how frustrating this is. We’re doing everything we can to find alternative solutions to improve things, but these are highly unusual circumstances, and this will take time.
Our call centres in Australia remain open, however with fewer people answering calls there are significant wait times. We are prioritising Medical Priority Assist, service faults and high-risk cases, so if your enquiry is not one of these, we ask that you please reconsider calling us at this time.
If your call is not urgent, please try one of the many self-service tools available on telstra.com.au, the Telstra 24×7 and My Telstra apps, or find answers in our Crowd Support community. We’ve created video guides to show how to use our apps to complete many common tasks like checking for an outage, troubleshooting issues with your service or managing your bills.
Placed an order with us recently?
Saturday, 21 March 2020
The vast majority of our Telstra Stores are still open. You’re welcome to come in and talk with one of our team in person. Though, we ask that you only visit the store if you’re feeling well and do not meet any of the COVID-19 self-isolation criteria advised by the Australian Government.
With the support of nbn co and the ACCC, we have decided to temporarily pause the mandatory disconnections of customers from fixed networks under the nbn rollout. This will ensure customers that have not yet moved to the nbn can remain connected at a time when staying in touch is more important than ever.
As new restrictions come into place in Australia and around the world it is likely there will be more changes to the way we work. We’ll continue to keep you up to date as we learn more and put alternative solutions in place where we can.
Thank you for your ongoing patience in what is a challenging time for us all.
Changes to some of our stores
Saturday, 21 March 2020
We have already taken a number of steps to help keep our customers connected through what is a challenging time for all of us. We’re adding to that by making some precautionary changes to how we run our Telstra Stores to ensure we can continue serving you through this period.
We’re putting job reductions on hold, bringing forward 5G investment and more to help the economy
Friday, 20 March 2020
In these extraordinary times, it is in the national interest for every company and individual to play a part in ensuring Australia comes through as strongly as possible. With that in mind, we are announcing a range of additional initiatives we can undertake now to help support the broader economy.
A message from Andy Penn, CEO
Thursday, 19 March 2020
Get immediate help and support from the Telstra apps
Wednesday, 18 March 2020
Due to the impact of COVID-19 on our customer service team, we’re prioritising calls from customers in most urgent need of help including Medical Priority Assist and high risk enquires.
We want to keep you supported and connected as best we can during this time.
Our Telstra 24×7 and My Telstra apps can help you look after your account. You can manage payments, monitor your usage, check for outages, track orders or troubleshoot issues with your broadband or mobile.
To make a purchase, visit telstra.com.au.
We may not be able to take your call
Thursday, 19 March 2020
Due to increased containment measures announced by the Philippines Government, Telstra’s contact centre workforce has been reduced. This means there are longer wait times for customers contacting us via phone or online messaging.
There is no impact to Triple Zero (000) emergency calls.
Our call centres across Australia and India continue to operate and take enquiries. We are prioritising Medical Priority Assist enquiries, as well as high risk cases. If your enquiry is not urgent and does not fall into one of these categories, please either contact us at another time, or you can self-service on Telstra.com.au or the Telstra 24×7 or My Telstra apps. We are providing further information on our website to assist you to manage other enquiries.
Our Telstra stores remain open for business, so you’re welcome to come in and speak to one of our team members. We take the safety of our people and customers very seriously and have robust hygiene standards in place in stores. We ask that our customers only visit the store if they’re feeling well and do not meet any COVID-19 self-isolation criteria advised by the Australian government, such as having recently returned from overseas or been exposed to someone with COVID-19.
We are working to increase our contact centre capacity in a number of ways including ramping up our working from home capabilities, increasing overtime and extra shifts for our Australian-based staff, and diverting sales calls to our stores. We know how frustrating this can be and that is why we are working to improve the situation, hoping to get to as many of you as possible. Thanks for your patience as we work through this.
Supporting our customers during COVID-19
Monday, 16 March 2020
As people around Australia increasingly begin working and studying from home or self-isolating as part of the national response to COVID-19 demand for connectivity is rising rapidly. To play our part, Telstra is giving our consumer and small business customers additional data as well as offering unlimited home phone calls to pensioners. We want to help our customers, who find themselves having to work from home, stay connected.
How to improve your work-from-home experience
Sunday, 15 March 2020
As we move our office-based teams to a work-from-home model, we’re all thinking about how to be most productive in a new environment. We’ve been working flexibly at Telstra for a while, and have rounded up five great tips from our team that might make your experience easier.
Taking the right precautions for COVID-19
Friday, 13 March 2020
With global events now unfolding very quickly, we’ve made the decision to move to full work from home arrangements for Australian-based office staff effective next week. These arrangements will remain in place until the end of March at a minimum.
Our steps to reduce transmission of COVID-19
Thursday, 12 March 2020
Our number one priority is the wellbeing of our people and customers. That’s why we’re taking sensible steps to ensure that the risk of COVID-19 (Coronavirus) exposure is limited. From today, we’ll look to limit exposure and transmission of the virus in our stores. We’re posting notices at our doors asking customers to reconsider the need to enter if they are a potential carrier of COVID-19.
We’ll be asking that those who have been, or suspect to have been exposed to someone with or suspected to have COVID-19 to refrain from entering, and if urgent, to call us on 13 22 00 or engage with our online team at telstra.com.au instead.
Similarly, we’re also asking that customers who have travelled to or transited through a Category 1 country – such as mainland China, Iran, Italy, Japan, Mongolia and Korea – to also reconsider the need to enter and instead engage with our phone or online support teams.
We’ve also implemented new procedures for our Field Service Technicians to ensure they’re adequately protected.
Our Technicians will now call a customer or end-user on approach and ask a series of mandatory questions before attending the premises.
Technicians will ask if the customer is unwell and if they suspect they’ve been exposed to someone who has or suspects to have COVID-19. Technicians will also ask if the customer or end-user is currently in quarantine due to having had contact with someone suspected of or diagnosed with COVID-19.
If a customer answers yes to any of these questions, our technicians will try to fix the issue from outside and if they are unable to complete the job it will be rebooked for 14-days later (after the quarantine period is over). We will work with customers to provide interim devices or alternative solutions so people remain connected.
These new notices and procedures will reduce the risk of transmission to a member of our team or to another customer.
While these measures are precautionary, we want to ensure we’re doing everything possible to protect our people by following Australian Government guidelines on reducing transmission of COVID-19.
Supporting our people during COVID-19
Wednesday, 11 March 2020
We’re making sure we look out for our people throughout the evolving COVID-19 (Coronavirus) situation. This includes new measures to minimise the risk of transmission, and additional support to reduce the potential financial burden for our people who may become impacted. So today we’re introducing a policy that will give our permanent, fixed-term and casual team members access to additional paid leave should they need to take time off work.