Disaster relief and assistance for our New South Wales customers

As wild weather lashes the NSW mid-north coast and surrounding areas, we’ve organised an assistance package for our residential and small business customers in affected areas who have been evacuated or who have lost services due to the impact of this strong weather.
Campbell Simpson · 21 March 2021 · 3 minute read

Heavy rain and storms have caused flooding and extensive damage across the mid-north coast of New South Wales. The strong weather is expected to continue to affect a large part of the state in coming days, and we’ve already seen evacuation orders in some areas reported due to rising floodwaters.

We know that when you’re doing it tough, it’s more important than ever to reach out to family and friends. We’ve activated an assistance package that gives our customers both short- and long-term measures to help out; that assistance can range from extra data on your mobile and free call diversions to a one-off credit to help cover the cost of getting a fixed phone service back up and running.

Our assistance package gives Telstra customers access to free and interim services during short-term impacts from this damaging weather, with long-term measures also available for customers who have suffered severe damage or loss of their homes and businesses.

Customers impacted by the recent strong weather conditions include those in the following postcodes and suburbs:

  • NSW North Coast and Mid North Coast
  • Sydney Metro & Greater Sydney Area
  • Local Government Areas around NSW

If you’re a Telstra customer living in one of the areas we’ve listed, we’ll send you an SMS with a link to request a disaster assistance package.

Find out more about our disaster assistance packages

If you need a temporary diversion for a landline phone to an alternate number, or for other long-term assistance, please contact us. If you’re in a disaster-impacted area, give us a call on 1800 888 888 to speak with our disaster assistance team.

Further information on disaster assistance from the Federal Government is available on the Disaster Assist website, and from the State Government at Service NSW’s Disaster Assistance Finder website.

Our assistance packages for affected customers can include the following:

Short-term measures (for Telstra customers who have suffered a short-term impact, evacuation or fault):

  • Free use of Telstra public payphones 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
  • 25GB data pack for post-paid mobile customers (30 day expiry, not transferrable to another service)
  • 25GB data and free calls for pre-paid mobile customers (30 day expiry, not transferrable to another service)

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 disruption.
  • In addition, Telstra will apply a one-off credit up 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

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By Campbell Simpson

External Editorial Lead

Campbell is our External Editorial Lead and manages the Telstra Exchange website. He came to Telstra with over a decade of experience in technology journalism at websites like Gizmodo, CNET and PC World, and has a long-time love of tech and gadgets of all kinds. When he's not writing, Cam spends his downtime outdoors whenever possible.

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