As bushfires continue to burn across many parts of Australia, we know many of our residential and small business customers are doing it tough. We’re here to help with an assistance package available for those affected in Victoria.

(This information is current at 18 February, 2020.)

We understand how important it is to reach out to friends and family during times of crisis, and we want to do all we can to help our customers. The assistance package provides customers with access to free and interim services during the recovery period, in addition to providing the wider community with free calls and free Telstra Air Wi-Fi through local payphones.

Please read below the following list of postcodes and suburbs to see more information on disaster assistance packages available to customers in these areas.

An assistance package is available for Victorian customers affected by bushfires. Customers impacted include those in the following postcodes and suburbs:

3658 – Broadford, Clonbinane, Hazeldene, Reedy Creek, Strath Creek, Sugarloaf Creek, Sunday Creek, Tyaak, Waterford Park,

3660 – Caveat, Dropmore, Highlands, Hilldene, Kerrisdale, Northwood, Seymour, Seymour South, Trawool, Whiteheads Creek

3666 – Balmattum, Ceightons Creek, Euroa, Gooram, Kelvin View, Kithbrook, Longwood East, Miepoll, Moglonemby, Molka, Pranjip, Riggs Creek, Ruffy, Sheans Creek, Strathbogie, Tarcombe

3670 – Baddaginnie, Tarnook, Warrenbayne

3672 – Benalla

3673 – Broken Creek, Goomalibee, Lima, Lima East, Lima South, Lurg, Molyullah, Moorngag, Samaria, Swanpool, Tatong, Upper Lurg, Upper Ryans Creek, Winton, Winton North

3675 – Boweya, Boweya North, Glenrowan, Glenrowan West, Greta, Greta South, Greta West, Hansonville, Mount Bruno, Taminick

3677 – Wangaratta, Yarrunga

3678 – Bobinawarrah, Boorhaman, Boorhaman East, Bowser, Byawatha, Carboor, Cheshunt, Cheshunt South, Docker, Dockers Plains, East Wangaratta, Edi, Edi Upper, Everton, Everton Upper, Killawarra, King Valley, Laceby, Londrigan, Markwood, Meadow Creek, Milawa, North Wangaratta, Oxley, Oxley Flats, Peechelba, Peechelba East, Rose River, Tarrawingee, Wabonga, Waldara, Wangandary, Wangaratta Forward, Wangaratta South, Whitlands,

3682 – Boralma, Lilliput, Norong, Springhurst

3683 – Chiltern, Chiltern Valley, Cornishtown

3685 – Boorhaman North, Brimin, Browns Plains, Carlyle, Gooramadda, Great Southern, Prentice North, Rutherglen

3687 – Wahgunyah

3688 – Barnawartha, Indigo Valley

3690 – Wodonga Plaza, Wodonga, West Wodonga

3691 – Allans Flat, Bandiana, Barnawartha North, Barunduda, Bellbridge, Berringama, Bethanga, Bonegilla, Bungil, Castle Creek, Coral Bank, Dederang, Ebden, Gateway Island, Glen Creek, Gundowring, Huon Creek, Kancoona, Kergunyah, Kergunyah South, Kiewa, Killara, Lake Hume Village, Leneva, Lucyvale, Mongans Bridge, Osbornes Flat, Running Creek, Staghorn Flat, Talgarno, Tangambalanga, Thologolong, Upper Gundowring, Wodonga Forward

3695 – Charleroi, Huon, Sandy Creek

3697 – Tawonga

3698 – Tawonga South

3699 – Bogong, Falls Creek, Mount Beauty, Nelse

3700 – Bullioh, Georges Creek, Jarvis Creek, Tallangatta East, Tallangatta

3701 – Dartmouth, Eskdale, Granya, Mitta Mitta, Old Tallangatta, Shelley, Tallandoon, Tallangatta South, Tallangatta Valley

3704 – Koetong

3705 – Cudgewa

3707 – Biggara, Bringenbrong, Colac Colac, Corryong, Nariel Valley, Thowgla Valley, Tom Groggin, Towong, Towong Upper

3708 – Tintaldra

3709 – Burrowye, Guys Forest, Mount Alfred, Pine Mountain, Walwa

3711 – Buxton

3712 – Rubicon, Thornton

3713 – Eildon, Lake Eildon, Taylor Bay

3714 – Acheron, Alexandra, Cathkin, Crystal Creek, Devils River, Fawcett, Koriella, Maintongoon, Taggerty, Whanregarwen

3715 – Ancona, Merton, Woodfield

3717 – Flowerdale, Ghin Ghin, Glenburn, Homewood, Killingworth, Limestone, Murrindindi, Yea

3718 – Molesworth

3719 – Gobur, Kanumbra, Terip Terip, Yarck

3720 – Bonnie Doon

3722 – Barwite, Mansfield, Mirimbah

3723 – Archerton, Barjarg, Boorolite, Bridge Creek, Delatite, Enochs Point, Gaffneys Creek, Goughs Bay, Howes Creek, Howqua, Howqua Hills, Howqua Inlet, Jamieson, Kevington, Knockwood, Macs Cove, Maindample, Matlock, Merrijig, Mount Buller, Mountain Bay, Piries, Sawmill Settlement, Tolmie, Woods Point

3725 – Boxwood, Chesney Vale, Goorambat, Major Plains, Stewarton

3726 – Bungeet, Bungeet West, Devenish, Thoona

3732 – Moyhu, Myrrhee

3733 – Whitfield

3735 – Bowmans Forest, Whorouly, Whorouly East, Whorouly South

3737 – Abbeyard, Barwidgee, Buffalo River, Dandongadale, Gapstead, Havilah, Merriang, Merriang South, Mudgegonga, Myrtleford, Nug Nug, Rosewhite, Selwyn, Wonnangatta

3738 – Ovens

3739 – Eurobin

3740 – Buckland, Mount Buffalo, Porepunkah

3741 – Bright, Freeburgh, Germantown, Harrietville, Hotham Heights, Mount Hotham, Smoko

3744 – Wandiligong

3746 – Eldorado

3747 – Beechworth, Murmungee, Stanley, Wooragee

3749 – Bruarong, Yackandandah

3757 – Eden Park, Humevale, Kinglake Central, Kinglake West, Pheasant Creek, Whittlesea

3763 – Kinglake

3770 – Coldstream, Gruyere, Yering

3777 – Badger Creek, Castella, Chum Creek, Healesville, Mount Toolebewong,Toolangi

3778 – Fernshaw, Narbethong

3779 – Camarville, Marysville

3875 – Tremont

3878 – Banksia Peninsula, Bairnsdale, Bengworden, Broadlands, Bullumwaal, Calulu, Clifton Creek, Deptford, East Bairnsdale, Eastwood, Ellaswood, Fairy Dell, Flaggy Creek, Forge Creek, Goon Nure, Granite Rock, Hillside, Iguana Creek, Lindenow South, Lucknow, Marthavale, Melwood, Merrijig, Mount Taylor, Newlands Arm, Ryans, Sarsfield, Tabberabbera, walpa, waterholes, Wentworth, Woodglen, Wu Yung, Wuk Wuk

3880 – Boole Poole, Ocean Grange, Raymond Island, Paynesville

3882 – Nicholson

3885 – Brumby, Bruthen, Buchan, Buchan South, Butchers Ridge, Gelantipy, Mossiface, Murrindal, Suggan Buggan, Tambo Upper, Timbarra, W Tree, Wiseleigh, Wulgulmerang, Wulgulmerang East, Wulgulmerang West, Yalmy

3886 – Newmerella

3887 – Lake Tyers, Nowa Nowa, Wairewa

3888 – Bendoc, Bete Bolong, Bete Bolong North, Bonang, Brodribb River, Cape Conran, Corringle, Deddick Valley, Delegate River, Goongerah, Haydens Bog, Jarramond, Marlo, Nurran, Orbost, Simpsons Creek, Tostaree, Tubbut, Waygara, Wombat Creek

3889 – Bellbird Creek, Bemm River, Cabbage Tree Creek, Club Terrace, Combienbar, Errinundra, Manorina

3890 – Buldah, Cann River, Chandlers Creek, Noorinbee North, Norinbee, Tamboon, Tonghi Creek

3891 – Genoa, Gipsey Point, Maramingo Creek, Wallagaraugh, Wangarabell, Wingan River, Wroxham

3892 – Mallacoota

3893 – Double Bridges, Stirling, Tambo Crossing

3895 – Doctors Flat, Ensay, Ensay North, Reedy Flat

3896 – Bindi, Brookville, Nunniong, Swifts Creek, Tongio

3898 – Anglers Rest, Bingo Munjie, Bundara, Cassilis, Cobungra, Dinner Plain, Glen Valley, Glen Wills, Hinnomunjie, Omeo, Omeo Valley, Shannonvale

3900 – Benambra, Cobberas

3902 – Bumberrah, Johnsonville

3903 – Swan Reach

3904 – Metung

3909 – Kalimna, Kalimna West, Lake Bunga, Lake Tyers Beach, Lakes Entrance, Nungurner, Nyerimilang, Toorloo Arm

A number of Telstra services have also been affected and in some cases, adverse conditions are preventing us from reaching some areas. Our crews are working closely with emergency services to ensure our teams have access to areas of need as soon as they are deemed safe to enter, or under escort.

Customers who have had to evacuate their home or have lost their home are encouraged to call us 132 203 (then enter their full home phone number including area code when prompted) to report a fault and register for the assistance package.

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):

  • 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

We have also made our payphones and Telstra Air hotspots (where available) free for anyone to use so you can stay in touch with family members around the country. Additionally, Telstra Mobile customers can browse a number of emergency information websites on an unmetered basis until further notice. For the full list, head to tel.st/unmetered.

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

For other states affected by the bushfires, customers can read more about the disaster relief packages that are available for New South Wales, South Australia, and Queensland.