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Telstra priority assistance
If you have been diagnosed with a life-threatening medical condition and your life is at risk if you cannot access a telephone system, you may qualify for Telstra Priority Assistance should your phone go out of service. This means that the fault on your nominated line will receive the highest level of service available at the time of response.
Only the lessee of a standard telephone service or their customer representative can apply for Priority Assistance. It is not available on mobile phones.
Customers of other service providers
Priority Assistance is designed for Telstra customers. If you’re not a Telstra customer but feel you qualify, please contact your service provider directly.How to apply
If you have a fault on your line already and you think you may qualify for Priority Assistance, Telstra will provide you with this service provisionally. However, you must complete and return the application form sent to you within 12 months. Your Priority Customer status lasts for 12 months and then you’ll be invited to re-apply yearly, before the 12 months is up. Contact Priority Assistance on 13 22 00.Common questions on this topic:
- I don't have Telstra phones, but have a disability that affects how I use the phone. Can I still get equipment to help me, or must I change over to Telstra to receive help?
- Are there additional costs if I swap to Telstra from my phone company to receive equipment from the Disability Equipment Program?
See all common questions