Telstra News |

Telstra Flood Grants: $250,000 for flood-affected communities

By Andrew Penn March 11, 2022

Today we announced we will provide community groups in Southern Queensland and Northern NSW with grants, expected to total at least $250,000 to help support flood recovery.

As part of our overall support for flood affected communities, the Local Flood Grants will provide either cash or technology to the value of up to $10,000 to eligible local organisations.

This is in addition to our broader support program for customers which we expect to run into several million dollars.

These floods have been devastating and our hearts go out to everyone impacted. Our local Telstra teams have been on the ground working around the clock to get communities back online as quickly as possible. As part of the community, we know how important supporting each other during these times is and we wanted to reassure people we’ll be there as they recover and rebuild.

Volunteers have been giving their time in really difficult conditions to keep their local communities safe. Whether it’s the SES, lifesaving or sporting clubs, Rotary, Probus, groups of neighbours or even strangers – volunteers have been pulling together to rescue people, give them shelter, provide them with a hot meal and clean clothes and making sure they are cared for.

Many of our techs and frontline customer service teams live in these communities and are members of these organisations. We want to do our part to support them and provide practical support for the volunteers who are so often the ones meeting community needs and responding to Australia’s natural disasters.

We hope the Telstra Local Flood Grants will provide the kind of grassroots assistance many communities need – whether it’s covering the cost of new equipment, providing technology to help keep people connected, replacing sporting gear that has been ruined, or supporting those who support the most vulnerable in our community.

Adding to our disaster assistance package

We continue to offer customers impacted by the crisis a range of financial support such as Disaster Assistance Packages, including an additional 100GB of data on mobile services, call diversions for those who have had to leave their home or business, and free WiFi and calls through Telstra payphones.

Customers who might require further ongoing financial support are encouraged to head to Telstra.com for more information.

Telstra employees whose homes have been damaged by the floods are being supported with emergency accommodation and cash advances for urgent food and clothing. Employees can also use paid disaster leave for the immediate protection of life and property, paid carers’ leave to provide care or support to a member family or household who is sick or injured, and paid volunteer leave for those volunteering with emergency response groups.

More than 3,000 customers in hard hit areas will receive Smart Modems 2 so they remain connected while Telstra carries out repairs and restoration work on fixed line services. These modems can access Telstra’s mobile network and will provide customers in flood affected areas with unlimited mobile data until their fixed internet services are restored.

Head to our Disaster Assistance page for more information on these packages.

Telstra News |

Disaster relief for our flood-affected customers in QLD and Northern NSW

By Harry Tucker March 6, 2022

Updated 11 March 5pm (AEDT): We are making progress reconnecting communities in south east Queensland and northern New South Wales following severe storms during the week.

Around 80% of our mobile base stations that were affected are now back online and delivering coverage to their communities and we have restored nearly 75% of landline services (excluding nbn). We have also brought more than half the number communities that were in isolation back online.

More power outages, likely due to severe weather late yesterday, have affected a small number of sites in northern NSW. We have more than 1,100 technicians and staff on the ground working to restore services and more are on standby from other states if necessary.

Many areas are still inaccessible, however, due to flood waters and road infrastructure damage, or are without power – and we need both to assess whether there has been any damage to our network. Unfortunately, we have found significant damage to some of our network, which will take time to fix.

We are working with power companies and local authorities to access the affected areas so we can get to work to bring services back online. We are also working with nbn co to ensure our nbn customers’ services are restored as soon as possible.

Latest stats:

53 mobile sites affected (either partially or completely offline), down from 74 yesterday.

NSW – 26 sites affected, down from 39 yesterday.

Qld – 27 sites affected, down from 35 yesterday.

9,625 fixed line phone/ADSL affected, down from 11,252.

The communities of The Channon, Mullumbimby, Koonorigan, Ocean Shores, Pillar Valley, Jiggi, Stokers Siding, Uki, Modanville, Ulmarra, Tucabia, Wooli, Duranbah, Kingscliff, Whian Whian, Main Arm, Woodburn, Tyalgum may be isolated. There are now no communities isolated in SE Queensland.

Updated 10 March 1:30PM (AEDT): Additional suburbs eligible for assistance packages across Queensland and New South Wales have been added below. Our original post follows:

With significant rainfall and flood waters causing damage, disruption and displacement across south-east Queensland and northern New South Wales, we’ve activated an assistance package for our customers as well as enabling free Telstra Air Wi-Fi access where possible. Our retail stores across these regions will also be closed until the situation eases and is safe to re-open.

It’s been a terrible few days for many, and unfortunately it’s not over yet. Our thoughts are with everyone affected and we’re here to help.

Payphones in the area are already able to make free local and national calls to standard fixed line numbers and free calls to standard Australian mobile numbers, after we made payphones free in August 2021. During this flooding situation, we will also be allowing free use of the Telstra Air Wi-Fi network at locations where payphones are equipped to provide this.

If you’ve been displaced from your home during this disaster, 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 also gives Telstra customers access to free and interim services during short-term impacts from damaging weather, with long-term measures also available for customers who have suffered severe damage or loss of their homes and businesses.

For customers who have been displaced from their residence or business during a natural disaster event, short-term assistance can include:

  • Calls diverted from a fixed line service to another number while you’re displaced from your residence or business (to Australian numbers only)
  • 25GB data pack for post-paid mobile customers (30-day expiry, not transferrable to another service)
  • 25GB prepaid data and free calls (30-day expiry, not transferrable to another service)
  • There may also be longer term assistance available for Telstra customers who have suffered severe damage to or loss of their premises and require longer term assistance.

The long-term assistance package includes:

  • 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.
  • A one-off credit to the customer’s Telstra fixed phone account to cover the costs of connecting a Telstra fixed phone service at one temporary address; and
  • Re-connection of a Telstra fixed phone service at the customer’s original permanent address.

To access this assistance, all you need to do is add your details in this online form and you will have them automatically applied to your account. Alternatively, you can call us and we can talk you through it.

We are updating eligible suburbs here as they are added. Affected customers in the following suburbs/communities are eligible for the assistance package:

Queensland
Brisbane City 4000
Petrie Terrace 4000
Spring Hill 4000
New Farm 4005
Tenerife 4005
Bowen Hills 4006
Fortitude Valley 4006
Newstead 4006
Ascot 4007
Hamilton 4007
Brisbane Airport 4008
Pinkenba 4008
Eagle Farm 4009
Albion 4010
Clayfield 4011
Hendra 4011
Nundah 4012
Waveil Heights 4012
Northgate 4013
Banyo 4014
Nudgee 4014
Nudgee Beach 4014
Virginia 4014
Bracken Ridge 4017
Brighton 4017
Deagon 4017
Sandgate 4017
Shorncliffe 4017
Fitzgibbon 4018
Taigum 4018
Herston 4029
Kalinga 4030
Lutwyche 4030
Windsor 4030
Wooloowin 4030
Boondall 4034
Geebung 4034
Zillmere 4034
Newmarket 4051
Wilston 4051
Kelvin Grove 4059
Red Hill 4059
Ashgrove 4060
Milton 4064
Paddington 4064
Bardon 4065
Auchenflower 4066
Toowong 4066
St Lucia 4067
Chelmer 4068
Indooroopilly 4068
Taringa 4068
Brookfield 4069
Chapel Hill 4069
Fig Tree Pocket 4069
Kenmore 4069
Kenmore Hills 4069
Pinjarra Hills 4069
Pullenvale 4069
Anstead 4070
Bellbowrie 4070
Moggill 4070
Seventeen Mile Rocks 4073
Sinnamon Park 4073
Jamboree Heights 4074
Jindalee 4074
Middle Park 4074
Mount Ommaney 4074
River Hills 4074
Sumner 4074
Westlake 4074
Corinda 4075
Graceville 4075
Oxley 4075
Sherwood 4075
Darra 4076
Wacol 4076
Doolandella 4077
Durack 4077
Inala 4077
Richlands 4077
Ellen Grove 4078
Forest Lake 4078
Highgate Hill 4101
South Brisbane 4101
West End 4101
Dutton Park 4102
Annerley 4103
Fairfield 4103
Woolloongabba 4103
Yeronga 4104
Moorooka 4105
Tennyson 4105
Yeerongpilly 4105
Rocklea 4106
Salisbury 4107
Archerfield 4108
Coopers Plains 4108
Sunnybank 4109
Acacia Ridge 4110
Heathwood 4110
Larapinta 4110
Pallara 4110
Willawong 4110
Nathan 4111
Algester 4115
Parkinson 4115
Calamvale 4116
Greenslopes 4120
Stones Corner 4120
Tarragindi 4121
Loganholme 4129
Loganlea 4131
Meadowbrook 4131
Marsden 4132
Chambers Flat 4133
Logan Reserve 4133
Coorparoo 4151
Camp Hill 4152
Carina 4152
Belmont 4153
Carindale 4153
Gumdale 4154
Wakerley 4154
East Brisbane 4169
Kangaroo Point 4169
Cannon Hill 4170
Morningside 4170
Norman Park 4170
Seven Hills 4170
Balmoral 4171
Bulimba 4171
Hawthorne 4171
Murarrie 4172
Tingalpa 4173
Hemmant 4174
Wynnum 4175
Lytton 4178
Port of Brisbane 4178
Wynnum West 4178
Manly West 4179
Beenleigh 4207
Logan Village 4207
Ormeau 4208
Coomera 4209
Pimpama 4209
Nerang 4211
Mudgeeraba 4213
Currumbin 4223
Tallebudgera 4228
Tallebudgera Valley 4228
Beaudesert 4285
Cedar Vale 4285
Mundoolun 4285
Goodna 4300
Chuwar 4306
Karana Downs 4306
Kholo 4306
Lake Manchester 4306
Mount Crosby 4306
Granthan 4347
Toowoomba 4350
Withcott 4352
Bribie Island 4507
Donnybrook 4510
Beachmere 4510
Toorbul 4510
Sandstone Point 4511
Amamoor 4570
Bells Bridge 4570
Gympie 4570
Imbil 4570
Mothar Mountain 4570
Kilkivan 4600
Goomeri 4601
Marborough 4650
Lockyer Valley 4343,4344, 4345, 4352, 4347, 4311, 4341, 4342, 4359
Sunshine Coast 4551, 4559, 4565,4573, 4556,4560,4566,4575, 4557,4561,4567,4558,4564,4572, 4575
Noosa 4562, 4567,4573, 4563,4568,4565,4569,4566,4571
Labrador 4215
South Stradbroke Island 4216
Broadbeach Waters 4218
Burleigh Waters 4220
Elanora 4221
Clear Island Waters 4226
Hervey Bay 4655
Kedron 4031
Bald Hills 4036
Keperra 4054
Eight Mile Plains 4113
Capalaba 4157
Arundel 4214
Bundall 4217
Coolangatta 4225
Canungra 4275
Griffin 4503
Morayfield 4506
Caboolture 4510
Woodford 4514
Glass House Mountains 4518
Beerwah 4519
Samford Valley 4520
Landsborough 4550
Maleny 4552
Eudlo 4554
Aramara (West of Maryborough) 4620

New South Wales

Suburb Post Code
Kenthurst 2156
Glenorie 2157
Warwick Farm 2170
Holsworthy 2173
Myall Creek 2403
Bellbrook & Surrounds 2440
Eungai 2441
Taylors Arm 2447
Bowraville & Surrounds 2449
Nana Glen & Surrounds 2450
Dorrigo & Surrounds 2453
Raleigh 2454
Grafton & Surrounds 2460
Tucabia 2462
Brooms Head 2463
Yamba 2464
Harwood 2465
Iluka 2466
Bonalbo & Surrounds 2469
Casino & Surrounds 2470
Coraki 2471
Woodburn 2472
Evans Head 2473
Kyogle 2474
Alstonville 2477
Ballina 2478
Bangalow 2479
Lismore 2480
Ewingsdale 2481
Suffolk Park 2481
Byron Bay 2481
Main Arm 2482
Brunswick Heads 2483
Uki 2484
Tweed Heads 2485
Bilambil Heights 2486
Duranbah 2487
Hastings Point 2489
Tumbulgum 2490
Nowra & Surrounds 2540
Camden 2570
Mulgoa 2745
Castlereagh 2749
Emu Plains 2750
Warragamba 2752
Londonderry 2753
Agnes Banks 2753
North Richmond 2754
Ebenezer 2756
Vinyard 2765
Spencer 2775
Regional | Telstra News |

Disaster relief and assistance for our Forbes customers

By Harry Tucker November 17, 2021

As major flooding hits Forbes and its 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 Forbes area of New South Wales. Dam levels and flooding in the area are expected to rise even further in the 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.

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):

  • Calls diverted from a fixed line service to another number while you’re displaced from your residence or business (to Australian numbers only)
  • 25GB data pack for post-paid mobile customers (30-day expiry, not transferrable to another service)
  • 25GB prepaid data and free calls (30-day expiry, not transferrable to another service)

There may also be longer term assistance available for Telstra customers who have suffered severe damage to or loss of their premises and require longer term assistance.

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
  • A one-off credit to the customer’s Telstra fixed phone account to cover the costs of connecting a Telstra fixed phone service at one temporary address, and
  • Re-connection of a Telstra fixed phone service at the customer’s original permanent address.