Upgrade & Protect

Customers who have purchased Upgrade & Protect can have their screen replaced for $99. 

You can choose to have a screen replacement technician come to an address in an eligible post code. Or you can mail-in your device to have the screen replaced. 

Your device will be fitted with a replacement screen, which is consistent with the quality and grade of the Original Equipment Manufacturer (OEM) screen standard. It may be a refurbished or genuine OEM screen. 

You can make a maximum of two damage redemption upgrades or screen replacements per device, within a 12-month period.

You can book a screen replacement via My Telstra.

1. Select Services  
2. Select your service (your phone number) 
3. Select Manage your device and accessories 
4. Select Replace your screen then follow the prompts

Your device must be in good working order. When you book the screen replacement, you'll be asked several questions to assess your device's condition.

If you request an on-site replacement and the device does not match the assessment, we may charge you $79. If this happens, you can choose to use your damaged device upgrade redemption instead.

If you post your device to us but do not accurately record its condition, we may not be able to replace the screen. If this happens we will send your device back and charge you a $20 non-repair fee.

Charges will appear on your next bill or be automatically debited on your next invoice due date, if you are on an upfront mobile or data plan.

You can change or cancel your appointment via My Telstra at any time before a screen replacement technician is on their way to your nominated address. You'll receive a notification when the technician is in-transit to your nominated address.

Please note - if you are not present when the screen replacement technician arrives, a call-out fee of $59 may apply.

Contact us for help.

All screen replacements come with a 12-month warranty from date of the screen replacement.  If you have issues with your screen after replacement, please contact us. This warranty does not impact your rights under Australian Consumer Law and any consumer guarantees, to the extent that they apply.

By making a booking, you are committing to be available with your device at any time within your selected time window. However, you will receive an email notification when the technician is on their way to your location. 

If the technician arrives and you are not present at the booked location, they will attempt to contact you. Failure to attend or present the booked device will result in the appointment being cancelled and a service fee of $59 will be charged to your Telstra account.

Notifications will be sent to your contact email address. You will also receive SMS notifications when the technician is on their way. 

In exceptional circumstances we may call on the contact number you provided with your booking.

Our technicians are fully equipped to carry out screen replacement services from their vehicles. The service can also be completed contact-less with the device left outside and the technician working in their vehicle. Please note that on completion of the screen replacement you will be required to sign an acknowledgement that you are satisfied with the work. This process can however be completed while observing social distancing.

On arrival, our technicians are required to confirm their identity by showing you their Kingfisher Screen Replacement Technician identity tag and lanyard. They will also have the details of your booking including your device IMEI and make/model.

Our technicians have a limited range of postcodes they can service in a timely and efficient manner. If the suburb or postcode you nominate for the screen replacement is not serviced by a technician, only the mail-in option will appear for your selection.

Once the device is received by our repairer, the screen replacement will be completed and dispatched within one business day. However, transit and delivery times can vary depending on your location.

When you redeem Upgrade & Protect, your device repayment contract ends, and you enter a new device repayment contract for your new device. For customers taking up a new device repayment contract, we are required to perform a credit assessment.

This is to make sure that you can meet your financial commitments without experiencing financial hardship. In the case that your credit assessment results in a low credit rating, you won't be able to add or redeem Upgrade & Protect for a new device.

Depending on the credit assessment results we may provide different options - to pay a partial upfront payment, purchase the device outright, or both. With these options, you won't be able to add Upgrade & Protect to the device.

You may be given the option to make a part payment towards the new device to lower your monthly device repayments. If you purchase a new device with a partial upfront payment, Upgrade & Protect won't be added to the device.

You may be given the option to buy the new device outright. Upgrade & Protect won't be added to your new device in this case, as it's only available to devices on a repayment contract.