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Priority Assistance for Telstra customers

by Community Manager on ‎08-05-2017 11:30 PM

Priority Assistance® is a free service designed to help customers who have (or are living with someone who has) a diagnosed life-threatening medical condition, and whose life may be at risk without access to a fully-operational phone service.

If a Priority Assistance® customer has a fault on their phone line, without any other working phone service (from Telstra or another provider), we'll attend to the fault with the highest practicable level of service available. We will also install a Priority Assistance® customer's first phone line at their address as quickly as practicable.

Priority Assistance® covers the use of one phone line only (mobile phones are not included).

Who is eligible?

Any Telstra customer with (or living with someone who has) an eligible life-threatening condition. The following list of conditions is not a complete list, but intended as a general guide of who can apply for Priority Assistance®:

  • Patients at high risk of respiratory emergencies
  • Patients with high-risk mental health disorders
  • Technology dependent patients who are at high risk
  • Patients at risk of life-threatening hypoglycemia or epilepsy
  • Patients at high risk of obstetric and neonatal emergencies
  • Patients at high risk of cardiovascular emergencies
  • Dependent patients who live alone, without support or in remote locations

View a detailed list of eligible conditions in the Priority Assistance® brochure (PDF, 1.2MB).

How to apply?

Please complete the Priority Assistance® application form (PDF, 448KB), then mail it to:

Attention: Telstra Priority Assistance Team

Telstra Corporation Limited

Reply Paid 79633

Newcastle NSW 2300

No stamp is required. You can also fax your application form to 1800 623 537.

If you require immediate assistance with a line fault or connecting the first home phone line at your address, please phone us:

  • Line faults: 13 2999
  • Line connection: 13 2000

We will provisionally register you as a Priority Assistance® customer when you call. You will then need to send the application form to us within 28 days of being provisionally registered. If eligible, you'll be registered for Priority Assistance® for up to 3 years. Before the 3 years are over, we'll invite you to re-register if you still require Priority Assistance®.

Priority assistance policy information


Telstra is currently introducing Priority Assistance arrangements. Once implemented Priority Assistance will move to a pre-registered scheme, however currently the above mentioned arrangements remain in place.