I am curious if Telstra have any policy that ensures customer safety over profit and redtape, especially for the elderly and those with ,medical priority assistance. Recently I have found that Medical priority assistance allows an ill customer to wait 2 and a half weeks for a voip service, with the potential to place their life at risk. After at least 10 hours of telephpne conversations this matter has not been escalated. Any other customers, experience such difficulties or those that are assisting an older or frail person? I ask, is it going to take the loss of life before this kind of thing is remedied? Also what is the point in complaints when they wont be processed any time soon and by the time it is the service would either be up and running or the customer deceased?
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Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.
You are right, there shouldn't be much difference in treatment as to whether it is a new connection or a transfer to NBN (other than if it was a transfer, then he should still have an active phone service).
If you filled out the Priority Assist paperwork and it was approved, then the connection should have either been made within 48 hours, or a mobile or satellite phone organized as coverage in the meantime while NBN Co connected his property. (Although for a new connection, he can be temporarily listed for 28 days while you get the form lodged).
If the paperwork hasn't been lodged, then he may not have been listed as a priority assist customer and the normal connection timeframes would apply (which are pretty much completely in the hands of NBN Co).
Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.
I'd suggest you get a Mepacs medical alarm. Mepacs is non-profit, and is owned by a public hospital, and now operates throughout Australia. It uses Telstra mobile. It has it's own back up battery supply internally, and can operate for over 24 hours.