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Giving bushfire assistance to our Queensland customers

Telstra News

Posted on November 12, 2019

4 min read

Over 60 bushfires are currently burning across Queensland, with weather conditions expected to worsen in the coming days. A dozen homes have been lost and many residents have been displaced or had their mobile, landline and internet services interrupted.

We know that now it is more important than ever for our customers to be able to connect with loved ones, which is why we have invoked our disaster assistance package in the following areas:

Beechmont, Boreen Point, Lower Beechmont, Noosaville, Pechey and Tarome in the state’s south and Cobraball, Yeppoon and Bungundarra in central Queensland.

If you are a customer living in one of these communities, you may be eligible for mobile phone credit and call diversion. The wider community can access free Telstra public payphones and Telstra Air payphone hotspots in the affected areas during the recovery period.

Our advice from authorities is that weather conditions are expected to escalate, so we will continue to work closely with them as the situation unfolds and update eligible areas if required.

For many Queenslanders this is a frightening time, but please know that we are with you and will do all we can to provide support in your time of need. Customers who have had to evacuate or have lost their home are encouraged to call us on 132 203 to report a fault and register for the assistance package.

Our teams are working to restore impacted services as quickly as possible. In some cases, poor conditions are preventing us from reaching some areas but we will attend as soon as it’s safe to do so.

In the meantime, we will keep our customers and the wider community across impacts to Telstra services and continue to work closely with local councils to assist with the recovery effort.

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):

Fixed services

  • 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

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