If you're in immediate danger, call 000 (triple zero)

What to do when calling 000:

  1. Stay calm

    You’ll be asked if you need police, fire or ambulance. Tell them which emergency service you need. You’ll be connected to an emergency call taker who will ask you a series of questions to help them assist you. Answer the questions.
  2. State your location

    If you’re using a phone service where location details for the services are not available (mobile or IP voice service), you’ll be asked for the Town and State details of the Emergency. This ensures you are connected to the correct locality for response by the emergency services.
  3. Give accurate information

    It’s vital to provide the correct information so that the emergency service requested can attend your situation.

Important to remember: These questions are asked to provide you with the best and fastest service for your needs. In time-critical situations the emergency services are being dispatched while you're being questioned. Your information will continue to be updated throughout the call. 

Queensland and New South Wales floods

Getting you back online

If you're in a flood-affected area, you can check the status of your service or read more about our response on the ground to restore services and reconnect communities.

Service disruptions by location

Check our list of locations with known service disruptions caused by severe weather or power outages - affecting mobile, internet, home phone and business services.

The list is updated every day as soon as we’re aware of the network status in each location and was last updated on 12 April 2022.

Assistance packages

If your service has been impacted by the QLD or NSW floods, whether it’s a temporary interruption or more long-term, you could be eligible for our disaster assistance packages.

Payment relief

We have a range of options available for eligible personal and small business customers to help you while things get back up and running. 

Personal customers

Home internet service - If your home internet service isn’t working - we want to make sure you don’t pay for a service we can’t deliver. So for any day your home internet service isn’t working, we’ll automatically provide a daily credit on your bill. You’ll see the total amount of credits on your bill at the end of each month.

Post-paid and Upfront mobile service - We'll take care of your Telstra post-paid mobile bills and Upfront plan charges while your service is being restored. You can request a one-off credit online. We'll either refund or credit your account depending on your plan.

If you've had to evacuate your home and can’t use your service right now you can suspend your services for up to 90 days. You'll receive a credit on your monthly bill for the time your service is suspended.

For more long term assistance we offer Financial hardship support

Small business customers

Post-paid and Upfront mobile service - We'll take care of your eligible Telstra post-paid mobile bills and Upfront plan charges while your service is being restored. You can request a one-off credit online. We'll either refund or credit your account depending on your plan.

For eligible small business customers, if you've had to evacuate your business premises and can’t use your service, you can suspend your services for up to 90 days. You’ll receive a credit on your monthly bill for the time your service is suspended.

For more long term assistance we offer Financial hardship support

Extra data and free call bundles

Pre-Paid customers - We’re giving eligible Pre-Paid mobile customers an extra 25GB of data for use within 28 days in Australia, plus a free call bundle to eligible Pre-Paid mobile customers. 

Post-paid customers - We’re giving eligible post-paid mobile customers an extra 100GB of data for use within 30 days in Australia.

We’ll send you an SMS if you’re in an affected area. If eligible, the extra data will be applied within 24 hours. 

Free call diversion

We’re offering free call diversion if you’ve had to leave your home or business premises due to a disaster, to help make sure you can still stay in touch. This offer is available for up to 6 months from the date of the disaster event. You can request to divert your calls using an online form or Message us.

Register for $500 credit for fixed home phone

Long term assistance

If you’ve suffered severe damage or loss of your home or business premises and need to relocate, we’ll disconnect your existing fixed phone service and give you:

  • Free call diversion from your fixed phone service to another Australian fixed or mobile service, regardless of the  provider
  • A one-off credit on your Telstra fixed phone account to help cover the cost for:
    • Connection of a new Telstra fixed phone service at your temporary address
    • Re-connection of a Telstra fixed phone service at your original address  

Need more help with assistance packages?

Get help with assistance packages. Simply send us your message, and you'll get a notification when we've replied.

Disaster preparedness and assistance

Disaster preparedness

We’ve all seen the devastating effects of the bushfires in recent times. In 2019-20, the bushfire burnt 17 million hectares, destroyed over 5,500 buildings and killed at least 33 people. Unfortunately, in Australia, extreme weather events such as bushfires, cyclones and floods are becoming more frequent and more intense, so being prepared is critical.

Disaster assistance

We get how important it is to stay in touch in the event of a disaster.

All calls from our payphones to standard local, national and mobile numbers in Australia are now free at all times.

And when disaster assistance packages are announced, we give everyone in the affected area access to free Wi-Fi at our payphones equipped as Telstra Air Wi-Fi hotspots. 

We’ve answered some of your frequently asked questions:

Things you need to know

Post-Paid personal and small business mobile and mobile broadband customers can register for an extra 100GB of data to use in Australia within 30 days.

Pre-Paid mobile and mobile broadband customers with an active recharge of $40+ can register for 25GB of additional data to use in Australia within 28 days (depending on your plan).

You can register via the My Telstra app (if you’ve received an SMS) and if you’re eligible the extra data will be available within 48 hours. We’ll send you an SMS when it’s been applied. You won’t see the extra data on your bill, but it will appear in your app usage information.

Need more help?

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