Tropical Cyclone Debbie - Telstra Assistance Package Announced

Support Team
Support Team

TROPICAL CYCLONE DEBBIE TELSTRA ASSISTANCE PACKAGE UPDATE – 7.30am Sunday 2 April
 
New Areas Added:
 
ALLIGATOR CREEK
BINGEGANG
CAMPWIN BEACH
CARMILA
CLAIRVIEW
COLSTON PARK
CONNORS RANGE
COPPABELLA
DYSART
GLENDEN
HAY POINT
KOUMALA
MICLERE
MIDDLEMOUNT
MIDGE POINT
MORANBAH
MOUNT COOLON
MUNBURA
NEBO
SARINA
SEPTIMUS
SHINFIELD
THE CHASE
WATERSON
 
Telstra assistance package announced
 
28 March 2017 – Telstra today announced an assistance package for its residential and small business customers in Northern Queensland who have lost services or have been evacuated due to Cyclone Debbie.
 
Telstra Area General Manager Rachel Cliffe said Cyclone Debbie has caused widespread damage and has impacted some Telstra services.
 
“Telstra has a number of additional resources in the area and ready to use as soon as the cyclones passes, and the emergency services advise our teams that it is safe to enter the affected areas,” said Ms Cliffe
 
 “We understand this is a terrible time for anyone who has been affected by the cyclone and hopefully this package will help people as they work through this time.”
 
Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.
 
Areas covered by Telstra’s Disaster Relief Package:
 
AIRLIE BEACH
AIRVILLE
ALICE RIVER
ARKENDEITH
AYR
BLOOMSBURY
BOWEN
BRANDON
BRIABA
BUCASIA
CANNON VALLEY
CLAREDALE
COLLINSVILLE
CONWAY
DALBEG
DALRYMPLE HEIGHTS
DELTA
DINGOBEACH
EIMEO
ETON
FARLEIGH
FINCH HATTON
GARGETT
GIRU
GUMLU
HOME HILL
HOMEBUSH
INKERMAN
JARVISFIELD
KELSEY CREEK
KUTTABUL
LEICHHARDT RANGE
LETHEBROOK
MIDGE POINT
MILLAROO
MIRANI
MONA PARK
NORTH GREGORY
NORTH MACKAY
PAGET
PROSERPINE
QUEENS BEACH
ROSELLA
SEAFORTH
SHUTE HARBOUR
SLADE POINT
TE KOWAI
TOWNSVILLE
WAGOORA
WALKERSTON
WATERSON
WUNJUNGA
YAKAPARI
 
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 area
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).
The above offers are applicable until network damage in the area due to the cyclone is repaired, or while customers remain evacuated, for a maximum period of three months from the date of the cyclone.
 
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).
 
Long term measures (for Telstra customers who have suffered severe damage to or loss of their premises):
 
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 cyclone; or
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
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
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
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.
Affected customers should call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault on their services and/ or to register for the assistance package offers.
 
 

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2 Comments
lynreb
Just Registered

So do Teltra make it so hard for people to ring the 1300 number that they give up and forget about making a claim? first call cut off, second call talk to a computor trying to get to the right area. Get put through to some where take details then have to tranfer to another section after waitng 12 mins get cut off again. Why can't the 132203 number go directly to the right area in the first place.

Wumpy
Level 3: Gumshoe

I went to the pop up store at Proserpine yesterday and the girl there was extremely helpful. She offered me a free extra 10gb as our NBN is out of service in the wake of TC Debbie and subsequently I only have my smartphone to access the internet at home. We also only have 3G and mostly 1-2 bars of reception - this makes it difficult and lengthy to connect to the internet Cat Happy I am sure that Your teams are doing everything to get things up and running for all your subscribers as soon as humanly possible. Complaints do nothing to assist this process. You are all doing a great job, thanks.

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