Telstra customers with a life-threatening medical condition can ask to be registered as a priority customer if their phone stops working.

Telstra customers with a life-threatening medical condition can ask to be registered as a priority customer if their phone stops working.

The medical condition must be diagnosed by a doctor, and it must put them at risk of a rapid, life-threatening deterioration in their condition. 

For priority customers, Telstra must try to:

  • connect a new phone or fix new faults within 24 or 48 hours, or provide an interim service
  • provide a reliable service by investigating faults quickly, especially if there have been two or more reported faults in a three-month period
  • tell people the priority service is available so they and their doctors know about it
  • make it easy for people to use the priority service
  • provide specialised credit management processes if needed.

Find out more:

Other phone companies can offer similar arrangements if they meet the minimum requirements for connection, fault rectification, reliability of residential standard telephone services, provision of interim services and wholesale arrangements. The rules are in the Priority Assistance Code: