Level 1: Cadet

Priority assist

Good day!

I just would like to ask if what is the process in priority assist.

what is the time frame to restore services?

what are the alternatives resolution for us?
who will be liable if no one calls us even though i already submitted a ticket?
are we entitled for reimbursement?

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Level 23: Superhero

Re: Priority assist


If a customer with a home phone has a life threatening illness, that is the basic qualification for Priority Assist.

The link above will lead you through the process.

You will need a doctor's certificate to substantiate the health issue.

The time frame is not fixed, but the intention is to repair the service as quickly as possible.

When you did your NBN application, it offers you a link to notify NBN that you have the illness and will be registering with Telstra.

At the end of the day, Telstra is in the hands of NBN.


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I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 76 years of age, entitles one to be an expert at everything!!"
Level 1: Cadet

Re: Priority assist

Thank you so much for the reply. we are already tagged as Priority assist customer. and i just would like to find out the answers for those questions.

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