Telstra News |

Disaster relief and assistance for our WA customers during Cyclone Seroja

By Campbell Simpson April 12, 2021

With Cyclone Seroja making landfall and causing significant damage along parts of the Western Australia coast, we’ve organised an assistance package for our residential and small business customers in affected areas.

Cyclone Seroja has caused damage along a stretch of the Western Australian coastline including at Kalbarri and Geraldton and throughout the northern Wheatbelt region. We’ve got an assistance package ready for customers who have been evacuated or who have lost services due to the impact of the cyclone and strong weather in their regions.

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 postcodes below. Since WA’s post codes cover a few large areas, we won’t list specific suburbs or place names.

6515
6521
6522
6525
6530
6532
6535
6536
6620
6623
6714

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. You can also find out more about our disaster assistance packages here.

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.

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 transferable to another service)

● 25GB data and free calls for pre-paid mobile customers (30 day expiry, not transferable 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 incident.

● 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

Telstra News |

Disaster relief and assistance for our New South Wales customers

By Campbell Simpson March 21, 2021

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.

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

2250 – Central Coast & surrounds
2251 – Central Coast & surrounds
2256 – Central Coast & surrounds
2257 – Central Coast & surrounds
2261 – Central Coast & surrounds
2287 – Newcastle & Lake Macquarie
2289 – Newcastle & Lake Macquarie
2292 – Newcastle & Lake Macquarie
2303 – Newcastle & Lake Macquarie
2305 – Newcastle & Lake Macquarie
2311 – Dungog & surrounds
2315 – Port Stephens & surrounds
2316 – Port Stephens & surrounds
2320 – Maitland & surrounds
2321 – Cessnock & surrounds
2321 – Dungog & surrounds
2321 – Maitland & surrounds
2321 – Mid Coast & surrounds
2324 – Newcastle & Lake Macquarie
2324 – Port Stephens & surrounds
2325 – Cessnock & surrounds
2334 – Cessnock & surrounds
2335 – Cessnock & surrounds
2350 – Armidale
2372 – Mid Coast & surrounds
2372 – Tenterfield
2420 – Dungog & surrounds
2422 – Mid Coast & surrounds
2425 – Mid Coast & surrounds
2426 – Mid Coast & surrounds
2428 – Mid Coast & surrounds
2429 – Mid Coast & surrounds
2429 – Port Macquarie Hastings & surrounds
2430 – Mid Coast & surrounds
2431 – Kempsey & surrounds
2439 – Port Macquarie Hastings & surrounds
2440 – Kempsey & surrounds
2441 – Kempsey & surrounds
2441 – Nambucca Valley & surrounds
2441 – Port Macquarie Hastings & surrounds
2443 – Port Macquarie Hastings & surrounds
2444 – Port Macquarie Hastings & surrounds
2445 – Port Macquarie Hastings & surrounds
2446 – Port Macquarie Hastings & surrounds
2447 – Nambucca Valley & surrounds
2448 – Nambucca Valley & surrounds
2449 – Nambucca Valley & surrounds
2450 – Coffs Harbour & surrounds
2452 – Coffs Harbour & surrounds
2453 – Bellingen & surrounds
2454 – Bellingen & surrounds
2456 – Coffs Harbour & surrounds

Sydney Metro & Greater Sydney Area

2040 – Inner West & surrounding suburbs
2041 – Inner West & surrounding suburbs
2049 – Inner West & surrounding suburbs
2069 – Ku-ring-gai & surrounding suburbs
2070 – Ku-ring-gai & surrounding suburbs
2071 – Ku-ring-gai & surrounding suburbs
2072 – Ku-ring-gai & surrounding suburbs
2073 – Ku-ring-gai & surrounding suburbs
2074 – Ku-ring-gai & surrounding suburbs
2075 – Ku-ring-gai & surrounding suburbs
2076 – Ku-ring-gai & surrounding suburbs
2077 – Hornsby & surrounding suburbs
2083 – Hornsby & surrounding suburbs
2084 – Northern Beaches & surrounding suburbs
2101 – Northern Beaches & surrounding suburbs
2102 – Northern Beaches & surrounding suburbs
2103 – Northern Beaches & surrounding suburbs
2104 – Northern Beaches & surrounding suburbs
2105 – Northern Beaches & surrounding suburbs
2106 – Northern Beaches & surrounding suburbs
2107 – Northern Beaches & surrounding suburbs
2108 – Northern Beaches & surrounding suburbs
2118 – The Hills & surrounding suburbs
2120 – Hornsby & surrounding suburbs
2121 – Hornsby & surrounding suburbs
2125 – The Hills & surrounding suburbs
2131 – Inner West & surrounding suburbs
2143 – Canterbury Bankstown & surrounding suburbs
2144 – Cumberland & surrounding suburbs
2145 – Cumberland & surrounding suburbs
2146 – Blacktown & surrounding suburbs
2148 – Blacktown & surrounding suburbs
2150 – Parramatta & surrounding suburbs
2151 – Parramatta & surrounding suburbs
2151 – The Hills & surrounding suburbs
2153 – Parramatta & surrounding suburbs
2153 – The Hills & surrounding suburbs
2154 – The Hills & surrounding suburbs
2155 – Blacktown & surrounding suburbs
2155 – The Hills & surrounding suburbs
2156 – Hornsby & surrounding suburbs
2156 – The Hills & surrounding suburbs
2157 – Hornsby & surrounding suburbs
2157 – The Hills & surrounding suburbs
2158 – Hornsby & surrounding suburbs
2158 – The Hills & surrounding suburbs
2159 – Hornsby & surrounding suburbs
2160 – Cumberland & surrounding suburbs
2161 – Cumberland & surrounding suburbs
2161 – Fairfield & surrounding suburbs
2162 – Canterbury Bankstown & surrounding suburbs
2163 – Canterbury Bankstown & surrounding suburbs
2163 – Fairfield & surrounding suburbs
2166 – Fairfield & surrounding suburbs
2170 – Liverpool
2171 – Camden & surrounding suburbs
2176 – Fairfield & surrounding suburbs
2177 – Fairfield & surrounding suburbs
2190 – Canterbury Bankstown & surrounding suburbs
2196 – Canterbury Bankstown & surrounding suburbs
2197 – Canterbury Bankstown & surrounding suburbs
2199 – Canterbury Bankstown & surrounding suburbs
2200 – Canterbury Bankstown & surrounding suburbs
2203 – Inner West & surrounding suburbs
2204 – Inner West & surrounding suburbs
2229 – Sutherland & surrounding suburbs
2230 – Sutherland & surrounding suburbs
2232 – Sutherland & surrounding suburbs
2330 – Hawkesbury & surrounding suburbs
2555 – Penrith & surrounding suburbs
2556 – Camden & surrounding suburbs
2557 – Camden & surrounding suburbs
2558 – Campbelltown & surrounding suburbs
2559 – Campbelltown & surrounding suburbs
2560 – Campbelltown & surrounding suburbs
2560 – Wollondilly & surrounding suburbs
2564 – Campbelltown & surrounding suburbs
2565 – Campbelltown & surrounding suburbs
2566 – Campbelltown & surrounding suburbs
2567 – Camden & surrounding suburbs
2569 – Wollondilly & surrounding suburbs
2570 – Camden & surrounding suburbs
2570 – Wollondilly & surrounding suburbs
2571 – Wollondilly & surrounding suburbs
2572 – Wollondilly & surrounding suburbs
2573 – Wollondilly & surrounding suburbs
2574 – Wollondilly & surrounding suburbs
2745 – Penrith & surrounding suburbs
2747 – Penrith & surrounding suburbs
2748 – Penrith & surrounding suburbs
2749 – Penrith & surrounding suburbs
2750 – Penrith & surrounding suburbs
2753 – Hawkesbury & surrounding suburbs
2753 – Penrith & surrounding suburbs
2754 – Hawkesbury & surrounding suburbs
2756 – Hawkesbury & surrounding suburbs
2756 – Hornsby & surronding suburbs
2757 – Hawkesbury & surrounding suburbs
2758 – Hawkesbury & surrounding suburbs
2759 – Penrith & surrounding suburbs
2760 – Blacktown & surrounding suburbs
2760 – Penrith & surrounding suburbs
2762 – Blacktown & surrounding suburbs
2763 – Blacktown & surrounding suburbs
2765 – Blacktown & surrounding suburbs
2765 – Hawkesbury & surrounding suburbs
2765 – Penrith & surrounding suburbs
2768 – Blue Mountains & surrounding suburbs
2769 – Blacktown & surrounding suburbs
2770 – Blacktown & surrounding suburbs
2773 – Blue Mountains & surrounding suburbs
2774 – Blue Mountains & surrounding suburbs
2775 – Hawkesbury & surrounding suburbs
2775 – Hornsby & surrounding suburbs
2776 – Blue Mountains & surrounding suburbs
2777 – Blue Mountains & surrounding suburbs
2785 – Blue Mountains & surrounding suburbs

Local Government Areas around NSW

2360, 2361 – Inverell Local Government Area
2370 – Glenn Innes Severn Local Government Area
2400 – Moree Plains Local Government Area
2402 – Gwydir Local Government Area
2470 – Richmond Valley Local Government Area
2475 – Kyogle Local Government Area
2480 – Lismore Local Government Area
2795 – Bathurst Local Government Area

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. You can also find out more about our disaster assistance packages here.

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

Telstra News |

Bushfire relief for our Western Australia customers

By Campbell Simpson February 3, 2021

We’ve organised an assistance package for our residential and small business customers in WA who have been evacuated or who have lost services due to bushfires in their regions.

Updated 16 March 2021: We’ve now closed our assistance package for Western Australian customers affected by the Perth Hills area bushfires in early February 2021. If you have any questions, please feel free to contact us.

Our original article follows:

We know how important it is to reach out to friends and family during a crisis, and we want to do all we can to help. Our assistance package gives Telstra customers access to free and interim services during short-term impacts from these bushfires, with long-term measures also available for customers who have suffered severe damage or loss of their homes and businesses.

Bushfires burning across the Perth Hills area in WA have damaged some homes and forced some residents to evacuate. Customers impacted include those in the following postcodes and suburbs:

6056 – Baskerville, Bellevue, Boya, Greenmount, Helena Valley, Herne Hill, Jane Brook, Koongamia, Middle Swan, Midland, Midvale, Millendon, Red Hill, Stratton, Swan View, Viveash, Woodbridge

6069 – Aveley, Belhus, Brigadoon, Ellenbrook, Ellenbrook East, The Vines, Upper Swan

6081 – Parkville

6083 – Gidgegannup, Morangup

6084 – Bullsbrook, Chittering, Lower Chittering

6558 – Wooroloo

6560 – Wundowie

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. You can also find out more about our disaster assistance packages here.

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.

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 fire.

● 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

Business and Enterprise |

How small business can prepare for disasters

By Anne Da Cunha October 9, 2020

As the effects of climate change become more acute, we need to be more prepared than ever for Summer disaster season. We all know the drill to prepare our homes and the gear we need, but as more and more of us do business online, how can we be sure to keep our virtual stores open when the worst happens? We’ve got some tips.

Did you know?

Disasters impact all of us and being prepared can make things a bit easier. We’ll be running a series of blogs in the coming weeks to help you prepare to stay connected in the event you experience a disaster in your area.

Ensuring physical continuity

The NSW State Emergency Service recommends all businesses follow simple steps to ensure your business can get back on its feet quickly in the event of a disaster. The NSW SES advice also has a booklet you can fill out to ensure these plans are in place for you and your business.

The agency recommends knowing your level of risk by analysing disasters that have occurred in the area previously, before talking with your staff about these risks. These conversations with staff should result in an emergency action plan so you all know what to do ifthe worst hits.

Once the action plan is in place, prepare your business for a disaster by thinking about your equipment; stock; points of entry; essentials (such as paperwork), and how to minimise the threat to all of the above.

By having these steps in place, businesses can resume trading in a matter of days and not weeks or even months.

How can you keep your business online during a disaster?

Aussie businesses and consumers have moved online in droves in response to COVID-19 restrictions. But when disaster strikes, you may have to pivot your operations to do things a little differently in a bid to ensure that you can keep your business online.

Ensuring continuity following disasters comes from being well-prepared before the fire starts or the floodwaters start to rise.

First and foremost, work out an alternate location where you can do your business. If you get evacuated to a local shelter, check our coverage maps to ensure mobile broadband coverage in that location, and have a portable modem on standby in your business’ disaster kit.

Similarly, ensure your disaster kit is equipped with a “go-bag” of the gear you need to keep going. Equipment like portable batteries/alternative chargers as well as having the right apps and contact information on your phone is essential. We’ve got tips on how to build your “go-bag”.

Staying in touch with your customers is important, so you should ensure your communication channels are sorted out in advance. You can communicate to them via email or SMS for messages to a lot of people in a hurry, and if you consolidate your customer details into a CRM system, you’ll have it ready to go at the click of a button. Also, backup your data regularly to the cloud to ensure that if the worst should happen that your important documents are kept safe.

While we’re talking about communications, it’s also important to communicate and check in with your employees to ensure their safety before asking them to join you in the virtual office.

It’s important to consider how every part of your business – from customer acquisition through to product delivery – could be impacted by a disaster to ensure you aren’t disrupted by a disaster. For example, you might need to consider other shipment options if a disaster affects your physical location; or you may need to talk to customers a different way if you have to relocate or if you’re unable to reach them.

You should also write all of this down ahead of time so you have a simple plan to follow and you aren’t relying on memory when the going gets tough.

Keeping payments flowing

Getting paid is the most important thing for your business, especially in times of disasters.

If you have an EFTPOS machine, ensure you have a way to charge it when you’re on the go and away from mains power. Also ensure that you have a way of getting it connected to your payment provider. Similarly, ensure your EFTPOS machine has multiple ways of connecting to the internet, whether via Wi-Fi or mobile network to ensure redundancy.

It might be a good idea to have in your “go-bag” an alternative payment system, such as portable smartphone card reader or a way to take payments online. Payment providers like Square, Afterpay, BPAY, ZipPay and even direct bank transfer or PayID could be options for you to consider.

Ensuring your accounting system is backed up and portable is also important. Moving this information to the cloud can help ensure you’re keeping track of money going in and out even when the worst happens.

How we can help

Connectivity is the backbone of business in 2020, and we want to do everything we can to make sure that you’re online and open during a crisis.

During a disaster, we have assistance packages available to help, and our local stores are always on hand to answer questions face-to-face or even just provide you a place to charge your phone and/or portable batteries again.

As discussed, however, staying online during a crisis or disaster is often about being prepared ahead time. You can speak to one of our small business reps to ensure your business has the right tools in place for things like digital marketing services, cybersecurity or tech support.

It’s also important to keep an offline copy of this information. We recommend printing this information to keep on hand.

Regional |

How to prepare and stay connected during natural disaster

By Dr Ben Gursansky September 17, 2020

There’s no question that we live in unprecedented times. But even being mindful of the impact of the COVID-19 pandemic, we still need to prepare for natural disasters no matter where we are in the country.

First and foremost, it’s important to have an emergency plan in place before a critical incident arrives on your doorstep. That way you can quickly and efficiently evacuate and get yourself and your loved ones to safety.

When preparing, ensure you consider the following tips from our emergency toolkit. Some of these require an investment of time and planning, but some – like a non-electronic list of essential emergency contact numbers – are simple and quick enough to tackle straight away for peace of mind.

Mobile phones and portable devices

Invest in an alternative charger.

If you don’t already have one, purchase a phone charger that isn’t dependent on a power outlet. A popular choice is a ‘power bank’ battery pack that can be charged from a power outlet prior to an event and used if grid electricity is unavailable, or a portable solar panel charger or in-car charger.

Back up your data.

Store your important data, like contact information and personal photos, in the cloud using an online service. If you have an Apple or Google device, these smartphones have automatic backups that you can enable to make sure your photos are always saved.

Know your emergency numbers.

Store a list of essential contact numbers for your local Police, Fire, SES teams as well as friends and family on your phone and as a non-electronic, ideally waterproofed, backup. Make sure you include our dedicated disaster assistance number – 1800 888 888.

When you have your list of essential numbers, make sure you make a printed copy to keep in your wallet, purse or bag, and keep a version in your car as well. Power can go out for a week or longer during a disaster. Keeping a printed copy means that if your phone is out of battery and you need an important phone number, you have it handy at all times.

Consider a satellite phone.

In rural and regional areas, a satellite phone should usually be independent of any damaged infrastructure and can operate in remote locations. If your communications are critical or if you are in an isolated area, a satellite phone backup could come in handy. And if you only have one, make sure it is charged and accessible in the event you do need to use it.

Consider a repeater device.

Like any mobile network, coverage on the Telstra mobile network depends on where you are, the mobile handset, tablet or mobile broadband device you’re using, and whether an external antenna can be attached. It’s important to understand that different devices have different capabilities.

Legal network coverage extension devices amplify the network signal your mobile device receives, which extends the area that your device can work in. These devices can help you connect to the Telstra mobile network from further away than normally possible, or in areas where signal may struggle to penetrate – such as indoors, or in hilly or dense terrain.

It’s important to note that boosters are illegal to own or operate on any network in Australia, and they can disrupt or even prevent others from making calls to emergency 000.

Legal wireless network coverage extension devices, such as the Telstra Mobile Smart Antenna and Telstra Go, are also known as ‘repeaters’ as they repeat the signal from one location to another.

You can also take a look at our range of repeaters and extenders to see if one suits your needs.

Fixed line phones and nbn

Home phones on the NBN are different.

Since the NBN carries your home phone line, it will be unavailable during a power outage. It’s best to have a mobile phone or satellite phone handy for this instance, especially in remote areas.

Enable Wi-Fi calling.

If cellular network signal is down during a disaster, you can still use your mobile phone to make and receive calls and text messages, provided it supports Wi-Fi Calling. Wi-Fi Calling provides basic voice-calling capability on compatible devices when you’re connected to a supported Wi-Fi network and can’t connect to the Telstra Mobile Network.

We’ve also switched on SMS over Wi-Fi, allowing you to receive texts via your fixed line connection when you’re in Wi-Fi coverage. Here’s our FAQ on how to set it up in case you haven’t already.

Keep a corded phone.

A cordless fixed line phone is convenient, but remember, most cordless phones rely on electric power to operate, so you may lose the use of your landline during a power outage. A corded phone draws its electricity directly from the phone line (excluding fixed line phones on NBN) and can be used during a power outage.

Keeping in touch during disaster

Set up a virtual meeting place. If you have internet access, an instant messaging group chat with friends and family, or a social media site like Facebook or even Instagram, can give you and your loved ones extra information during a time of crisis.

Establish a calling tree. If mobile services have been impacted, find your local payphone – which is a fixed line service, and is more likely to withstand disaster impacts – and call a key contact who can then call other family and friends to inform them you’re safe.

Know your evacuation locations. Know where your local evacuation centre and emergency meeting spots are and what different routes you can use to get there as some roads may not be accessible during the disaster.

Download emergency services apps. These official apps will give you the most up-to-date information on what’s happening in your area, including natural disaster warnings.

Be alert to changing conditions. Subscribe to services that will alert you to weather changes, road closures and updates from other service providers in your area.

Use local information sources. Online, social media accounts for your local authorities and emergency services will share crucial information. Your local broadcaster will also share information over the radio – make sure you have a battery-powered radio or car radio to listen in on.

Other help you might need

Below we’ve provided a short list of some official information sources from various federal, state and territory governments that you should read if you’re preparing yourself and your home against disaster.

Government agencies for emergency response information:

Other critical information websites: