Helping our customers in Gippsland through bushfires

Posted on March 5, 2019

4 min read

Regional General Manager, Victoria - Telstra

We’ve announced an assistance package for residential and small business customers impacted by bushfires in the Bunyip, Yinnar South/Budgeree, Dargo and Licola areas.

While bushfires have only had a minimal impact on our infrastructure in the area to date, there are some people who have lost their Telstra services – this assistance package is designed to provide customers with access to free and interim services during the recovery period.

We understand how important it is to reach out to friends and family during these situations and we want to do what we can to help our customers connect. Our teams are also working to restore impacted services as quickly as possible. In some cases, adverse conditions are preventing us from reaching some areas but we will attend as soon as it’s safe to do so.

The assistance package is designed to provide customers with a range of interim services, in addition to providing the wider community with free calls through our payphones in the area.

If you’ve had to evacuate your home or if you’ve lost your home, call us on 132 203 (then enter your full home phone number including area code when prompted) to report a fault. From there you can register for assistance.

Telstra 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 Yinnar, Boolarra, Churchill, Gembrook, Bunyip, Garfield, Nar Nar Goon North, Maryknoll, Dargo, Licola.
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).

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

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).

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

Fixed services

Cancellation of a Telstra fixed phone service at the affected address, with number reservation for up to 12 months from the date of the fire.
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.
Customers who use the free call diversion service to divert their affected Telstra fixed phone service to their Telstra mobile service, can also make local and STD® calls from that mobile service at fixed line rates, in accordance with their selected plan (limited to one designated Telstra mobile diversion per affected Telstra fixed phone account).

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.

Internet services

For Telstra residential and small business customers who do not wish to retain their Telstra internet service at an affected address:

Disconnection of the affected internet service without the requirement to pay any applicable early termination charges or fees, as well as an email address reservation for up to 12 months from the date of the fire.
Connection of a Telstra internet service at an alternate residential or business address without any connection charges within a 12 month period beginning from the date of the fire.

For Telstra residential and small business customers who wish to retain their internet service at a temporary alternate address, Telstra will apply a one off credit to the value of $110 inc. GST to the customer’s account to help cover the costs of the following:

Move of a Telstra internet service to a temporary alternate address.
Move of a Telstra internet service back to the customer’s original address.

For existing Telstra Mobile Broadband residential and small business customers:

free replacement of the modem or USB device if required.

Tags: disaster assistance,

Sign up today for more daily articles and videos from Telstra

The Author

Loretta Willaton

Regional General Manager, Victoria - Telstra

Giving assistance to Townsville and our flood-affected customers

Telstra News

Posted on February 5, 2019

4 min read

by Rachel Cliffe

Area General Manager for North Queensland - Telstra Country Wide

Major flooding in the Townsville region of Queensland has threatened thousands of homes and forced the evacuation of over 1,100 residents, with a record amount of rain falling in the area. We’re committed to helping our customers through this difficult period.

We’ve put together an assistance package to help our customers in the region, giving customers access to free and interim services during the recovery period as we understand how important it is to connect and reach out to friends and family during these situations.

We want to make things easier for anyone in a flood-affected location, so we’re opening up free use of Telstra public payphones, as well as free use of Telstra Air Wi-Fi hotspots in the area.

Telstra residential and small business customers can also access an assistance package designed to help manage both short- and long-term impacts of this strong weather.

If you’ve had to evacuate your home or if you’ve lost your home, call us on 132 203 (then enter your full home phone number including area code when prompted) to report a fault. From there you can register for assistance.

Telstra 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 area

● Free use of Telstra Air payphone hotspots in the affected area

● 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).

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

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).

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

Fixed services

● Cancellation of a Telstra fixed phone service at the affected address, with number reservation for up to 12 months from the date of the floods.

● 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 floods.

● Customers who use the free call diversion service to divert their affected Telstra fixed phone service to their Telstra mobile service, can also make local and STD® calls from that mobile service at fixed line rates, in accordance with their selected plan (limited to one designated Telstra mobile diversion per affected Telstra fixed phone account).

● 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.

Broadband services

For Telstra residential and small business customers who do not wish to retain their broadband service at an affected address:

● Disconnection of the affected broadband service without the requirement to pay any applicable early termination charges or fees, as well as an email address reservation for up to 12 months from the date of the flood.

● Connection of a broadband service at an alternate residential or business address without any connection charges within a 12 month period beginning from the date of the floods.

For Telstra residential and small business customers who wish to retain their broadband service at a temporary alternate address, Telstra will apply a one off credit to the value of $110 inc. GST to the customer’s account to help cover the costs of the following:

● Move of a broadband service to a temporary alternate address.

● Move of a broadband service back to the customer’s original address.

● For existing Telstra Mobile Broadband residential and small business customers – free replacement of the modem or USB device if required.

Tags: disaster assistance,

Sign up today for more daily articles and videos from Telstra

The Author

Rachel Cliffe

Area General Manager for North Queensland - Telstra Country Wide

Rachel joined Telstra in 1994 and is the most senior Telstra representative in an area she knows intimately. Rachel was born in Townsville and is a North Queenslander through and through. She was in the thick of things during and in the aftermath of Cyclone Yasi earlier this year, professionally as part of the Telstra team restoring telecommunications services, and was also personally impacted. In her spare time she juggles family commitments and enjoys cheering on the NQ Cowboys at home games and spending time with her friends and family.

Lending a helping hand through Tasmania’s bushfire season

Telstra News

Posted on February 4, 2019

5 min read

by Michael Patterson

Area General Manager, Tasmania - Telstra Country Wide

Tasmania’s current bushfire season has been brutal, destroying nearly 200,000 hectares of land across the state and damaging much-loved local icons like the Tahune Airwalk. We’re ready to lend a hand to any of our customers impacted by the fires.

We know how important it is to reach out to friends and family in difficult times, and we want to do whatever we can to help our customers connect. Our assistance package for residential and small business customers impacted by the Tasmanian bushfires gives them access to free and interim services during the recovery period.

In addition to providing our customers with a range of ways to access those interim services, we are making it easier for all Tasmanians affected by the bushfires by enabling free use of Telstra public payphones in fire-affected areas.

We have a package in place for short-term affected customers like those who have had to temporarily evacuate their premises, or those who have a temporary fault on their service due to bushfire activity:

Free use of Telstra public payphones in the affected area.
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).

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

If you’re one of our mobile customers without a Telstra fixed home phone service, you will be eligible for a one-off credit to the value of $100 inc. GST (limited to one mobile phone per Telstra mobile account).

For our customers who have suffered severe damage to or the loss of their premises, we have an assistance package that offers long-term support and the ability to move a fixed phone service to a temporary alternate address:

Fixed services

Cancellation of a Telstra fixed phone service at the affected address, with number reservation for up to 12 months from the date of the bushfires.
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 bushfires.
Customers who use the free call diversion service to divert their affected Telstra fixed phone service to their Telstra mobile service, can also make local and STD® calls from that mobile service at fixed line rates, in accordance with their selected plan (limited to one designated Telstra mobile diversion per affected Telstra fixed phone account).

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.

Broadband services

For Telstra residential and small business customers who do not wish to retain their broadband service at an affected address:

Disconnection of the affected broadband service without the requirement to pay any applicable early termination charges or fees, as well as an email address reservation for up to 12 months from the date of the bushfire.
Connection of a broadband service at an alternate residential or business address without any connection charges within a 12 month period beginning from the date of the bushfire.

For Telstra residential and small business customers who wish to retain their broadband service at a temporary alternate address, Telstra will apply a one off credit to the value of $110 inc. GST to the customer’s account to help cover the costs of the following:

Move of a broadband service to a temporary alternate address.
Move of a broadband service back to the customer’s original address.
For existing Telstra Mobile Broadband residential and small business customers – free replacement of the modem or USB device if required.

If you have had to evacuate your home, or if you have lost your home, call us whenever you’re able on 132 203 (then enter your full home phone including area code when prompted) to report a fault. From there, you’ll be able to register for the assistance package.

Our hearts go out to those impacted by this natural disaster, and we give our thanks to the incredible hard work of the Tasmania Fire Service and those volunteers who are committed to controlling the fires in any capacity that they are able to give.

Tags: disaster assistance,

Sign up today for more daily articles and videos from Telstra

The Author

Michael Patterson

Area General Manager, Tasmania - Telstra Country Wide

Michael is Telstra Area General Manager, Tasmania with over fifteen years experience in Telstra covering consumer, business and enterprise customers and managing stakeholders including as manager of corporate and public affairs strategy, media and sponsorships. Michael is Chairman of the Telstra Tasmanian Board a leader of high performance teams and has worked in Sydney, Adelaide and Tasmania.

How we prepare for Australia’s natural disaster season

Regional

Posted on December 6, 2018

3 min read

by Campbell Simpson

External Editorial Lead - Telstra

We know that staying connected is especially crucial during times of crisis. Natural disasters like fires, cyclones and floods can damage our infrastructure and disrupt the connectivity we’re all so reliant on.

In our long history we’ve had many years of first-hand experience dealing with disasters, which helps up prepare for future events before they even happen. If disasters hit, our plans are in place so as soon as it’s safe, we can jump into action and start restoring services.

Graham Potbury is one of our field services team leaders in central New South Wales, and has been on the front line of bringing connectivity back to disaster-hit areas. Restoring mobile and fixed line coverage is a top priority, but has to wait for emergency services to make the area safe. “Most of the time, we’re champing at the bit to get started and give our customers a service, so they can talk to loved ones and get their lives back on track.

“We talk to customers in the area to let them know we’re working and to keep them updated – and sometimes it’s not until after a week or so that the enormity sinks in; it drives you to keep working in trying conditions.”

Preparation is key – ours and yours

Our regular preparation for the summer months, where we’re more likely to experience extreme weather events, starts months beforehand when we test our network redundancy and develop plans to protect our property and equipment in at-risk areas.

Our national Emergency Management team works with local Emergency Service Liaison Officers (ESLOs), who all take part in large and small-scale exercises to test communication and collaboration between our field staff and emergency services on the ground. We use the lessons from these exercises to continually adapt and update our procedures.

Key to our preparation is moving temporary network support close to where we predict it may be used. We have a reserve of portable base stations, mobile exchanges on wheels (MEOWs) and mobile cells on wheels (COWs). We also manage our teams of field technicians to ensure we have the right people in the right places if they’re needed. They’re often the first on the scene in disaster hit areas after emergency services have declared the area safe.

We’re always watching the weather around the country. When we have advance notice of a strong weather event like a cyclone we can take action like sandbagging at-risk exchanges and roadside cabinets to reduce the risk of water damage, as well as moving our temporary network infrastructure into a location where it is ready to be used when it’s safe to do so.

Our work in the field is backed up by high-tech investment that helps us respond remotely, like our Next Generation Operational Support System (NGOSS) that processes 8TB of network data each day to help us understand the impact to our customer while maintaining overall network stability, throughout events. Our work in transforming our network using digital platforms and building Networks for the Future also puts us in a stronger position to respond to service disruptions – including those caused by extreme weather – by dynamically adjusting service routes and network bandwidth digitally.

Tags: disaster assistance,

Sign up today for more daily articles and videos from Telstra

The Author

Campbell Simpson

External Editorial Lead - Telstra

Campbell is the External Editorial Lead at Telstra, and is responsible for Telstra Exchange's editorial strategy and publishing. In his role, Campbell finds interesting stories from within our business and shares them in new and innovative ways. He came to Telstra after working as a technology journalist for over a decade at websites like Gizmodo, CNET and PC World, and has a longtime love of tech and gadgets. When he's not writing, Campbell spends his downtime outdoors whenever possible, hiking, camping or mountain biking around New South Wales.

Our assistance package for drought affected Australian customers

Regional

Posted on August 2, 2018

1 min read

by Tim O'Leary

Chief Sustainability Officer - Telstra

With parts of Australia impacted by significant drought, including 50 per cent of Queensland and NSW, we are making our natural disaster support arrangements available to all Telstra customers affected by drought across the country.

These support arrangements include working with customers in financial hardship to offer longer-term payment options or extensions, reviewing and removing any administrative fees (e.g. for late payment), and reviewing a customer’s mobile, fixed line and broadband plans to make sure they are affordable.

Affected residential customers are encouraged to contact us at any time on 13 22 00 and say ‘financial hardship’ (Monday to Friday, 8.00 am – 5.00 pm AEST) to discuss their situation. Small Business customers should contact us on 13 20 00 and Premier Business/Telstra Enterprise customers on 13 22 53.

Learn more online.

Tags: disaster assistance, Network, regional,

Sign up today for more daily articles and videos from Telstra

The Author

Tim O'Leary

Chief Sustainability Officer - Telstra

Tim O’Leary joined Telstra in 2011 as Chief Sustainability Officer. In this role he has executive responsibility for strategic community and reputational initiatives, corporate responsibility, Telstra’s environment strategy and employee sustainability. He is a Board Member of the Telstra Foundation and The Telstra Philippines Foundation. Prior to joining Telstra, Tim spent twenty years in senior Corporate Affairs, HR and Sustainability roles at the National Australia Bank (NAB) and Mobil Oil Australia. Tim has a vested interest in sustainability as he wants his six young children to grow up in both a healthy environment and a prosperous community.

Tag: disaster-assistance

Helping our customers in Gippsland through bushfires

We’ve announced an assistance package for residential and small business customers impacted by bushfires in the Bunyip, Yinnar South/Budgeree, Dargo and Licola areas.

The Author

Giving assistance to Townsville and our flood-affected customers

Major flooding in the Townsville region of Queensland has threatened thousands of homes and forced the evacuation of over 1,100 residents, with a record amount of rain falling in the area. We’re committed to helping our customers through this difficult period.

Fixed services

Broadband services

The Author

Lending a helping hand through Tasmania’s bushfire season

Tasmania’s current bushfire season has been brutal, destroying nearly 200,000 hectares of land across the state and damaging much-loved local icons like the Tahune Airwalk. We’re ready to lend a hand to any of our customers impacted by the fires.

Fixed services

Broadband services

The Author

How we prepare for Australia’s natural disaster season

We know that staying connected is especially crucial during times of crisis. Natural disasters like fires, cyclones and floods can damage our infrastructure and disrupt the connectivity we’re all so reliant on.

Preparation is key – ours and yours

The Author

Our assistance package for drought affected Australian customers

With parts of Australia impacted by significant drought, including 50 per cent of Queensland and NSW, we are making our natural disaster support arrangements available to all Telstra customers affected by drought across the country.

The Author