Telstra Priority Assistance

A reliable phone connection when you need it

If you rely on your home phone because of a life-threatening medical condition, Priority Assistance gives you peace of mind.

About Priority Assistance

We provide Priority Assistance to customers who for medical reasons must have access to a working home phone service. It means if you need a phone line connected or a fault repaired, we prioritise you first.

Is Priority Assistance free?

There’s no extra charge for having Priority Assistance. If you’re an eligible Telstra customer, you can apply to add it to your home phone service.

Am I eligible for Priority Assistance?

You're eligible if you or someone living with you has a diagnosed life-threatening medical condition and needs a working landline, back to base alarm or medical alert service.  

Read eligible medical conditions ->

How to apply for Priority Assistance

  1. New customer? Order a new home phone or internet service

    Call us on 13 22 00 and say ‘Priority Assistance’ to place your order.

    Existing customer? 
    If you’re already with us and have a Telstra home phone number, go straight to the next step.

  2. Download the application form

    You’ll need to consult with your Doctor or Medical Practitioner to complete the form. 

    Download the Priority Assist application form

  3. Send your application to us

    Return your completed application to us by fax, or emailing to us. We’ll assess your eligibility and contact you in 5 to 7 working days.  

How soon will I get service?

Your telephone line is vitally important, so we always provide you with the highest level of service possible. Whether you're moving into a house that doesn't have the phone on, or there’s a fault with the line at your home, we aim to have you connected: 

  • within 24 hours in any urban or rural area; or  
  • 48 hours in a remote area if reasonable in the circumstances. 

If that isn’t possible, we'll offer you an interim mobile or satellite service to get you through (unless extreme circumstances like a natural disaster or risk to our staff prevents us). 

 

Call to order or to confirm you’re eligible

Remember, Priority Assistance is for people with a genuine need. Abusing the service to get faster attention can put lives at risk.

To order a new connection or to find out if you’re eligible for Priority Assistance, call 13 22 00 .

Download Priority Assist application form

Read Priority Assistance FAQs

Frequently asked questions

  • Once your application is approved, we aim to have your telephone service connected within 24-48 hours, within reasonable circumstances.

    If it can't be connected within these times, we'll offer you an interim mobile or satellite service to get you through.

  • Telstra Priority Assistance includes these services, depending on your specific needs:

    • 24/7 fault support, and prioritised fault and connection repair callouts.
    • Prioritised connection of the first home phone line at your address
    • A free Uninterruptible Power Supply (UPS) unit, and if required a Telstra Smart Modem on compatible fixed network technology types to help ensure you have access to a working voice service during a network or power outage.

  • Priority Assistance covers one home phone line only and doesn't apply to mobile phones.

    Priority Assistance only extends to handsets provided and maintained by us. It does not cover externally purchased handsets.  

  • You just need an active home phone line, or an internet and home phone service, to get Priority Assistance.

    To apply call us on 13 22 00 or you can download the Priority Assist Brochure (PDF, 633 KB)

  • To get Priority Assistance you need to be a Telstra account holder, or someone who’s living at the same address, with a diagnosed life-threatening medical condition and relies on a fixed home phone service. 

    Examples of eligible medical conditions:

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

    For a more detailed list of eligible medical conditions, download the Priority Assist Brochure (PDF, 633 KB)

  • If you’re already a Telstra customer we’ll simply transfer your Priority Assistance service to your new address, whether you keep the same phone number or not.

  • We aim to repair Priority Assist customers’ faults within 24 to 48 hours, depending on whether the address is in an urban, rural or remote location.

    If we can’t meet the timeframe, we will offer you an Interim Priority Service (or the choice between an Interim Priority Service and an Alternative Service, such as a call diversion to a number of your choice).  

  • Yes, anyone can fill out the application form on your behalf. Remember you’ll still need a medical certificate from your Doctor or Medical practitioner to complete the application.

    To apply for Priority Assistance call us on 13 22 00 or you can download the Priority Assist application form

  • Telstra values the privacy of its customers and understands the sensitive nature of their medical information. Any information supplied to Telstra and records kept are subject to Telstra’s Privacy Policy. You can be assured that Telstra won’t obtain any information about your private health records when providing Priority Assistance.

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