Telstra assistance package for those hit by severe weather

TELSTRA announced on Tuesday an assistance package for its residential and small business customers in the Shire of Banana and the Regions of Bundaberg, Gympie, Fraser Coast and Gladstone who have lost services as a direct result of the current severe weather and floods.

THE general manager of Telstra Country Wide Kris Carver said there had been a number of services impacted by the severe weather and flooding.

He said Telstra crews were working in difficult conditions in order to continue to restore services.

"We understand this is a terrible time for anyone who has been affected and hopefully this package will help," Mr Carver said.

"Additionally we are offering free calls through selected Telstra payphones in the area and looking to see what we can do to provide assistance at the evacuation centre in the region."

Customers are encouraged to call Telstra on 132 203 (press option 1 and enter their full home phone including area code) to report a fault and register for the assistance package if they have had to evacuate their home.

Telstra's relief packages are determined by the nature and scale of the specific event and can include:

  • Free call diversion from an affected Telstra fixed phone service to another Australian fixed or mobile service of the customer's choice, regardless of the carrier
  • 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 HomeLine or BusinessLine plan (limited to one designated Telstra mobile diversion per affected Telstra fixed phone account)
  • Affected Telstra mobile customers who do not have a Telstra home phone can receive a one off credit to the value of $100.00 inc. GST (limited to one mobile phone per Telstra mobile account) - this includes Telstra pre-paid mobile customers.

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

Long term measures for Telstra customers who have suffered severe damage to or loss of their premises as a result of the flood could include:

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 natural disaster
  • 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 natural disaster.
  • 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 HomeLine or BusinessLine 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
  • Number reservation
  • Additional call charges
  • BigPond Services

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

  • Disconnection of the affected BigPond 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 natural disaster
  • Connection of a BigPond service at an alternate residential or business address without any connection charges within a 12 month period beginning from the date of the natural disaster

For Telstra residential and small business customers who wish to retain their BigPond 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 BigPond service to a temporary alternate address
  • Move of a BigPond 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

This package is for Telstra retail customers; if you are with another phone company we recommend you contact them.

Topics:  assistance package, flood, oswalk, telstra



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