Telstra Assistance Package

Telstra have activated the 'Telstra Assistance Package' for our customers in the Balmoral, Bargo, Buxton, Couridjah, Lakesland, Nattai, Pheasants Nest, Tahmoor, Thirlmere & Yanderra areas who have been impacted by the Green Wattle Creek bushfire. Telstra will continue to monitor this in the coming days & extend to any other communities should residents be displaced & / or suffer a loss of property.

Accessing the Assistance Package:
Customers who have had to evacuate or have lost their home are encouraged to call Telstra on 132 203 (then enter their full home phone number including area code when prompted) to report a fault and register for the assistance package.


Telstra's relief packages can include the following:

 Short term measures (for Telstra customers who have a short term impact – temporary evacuation of premises or temporary fault):

  • Free use of Telstra public payphones in the affected areas
  • Free use of Telstra Air payphone hotspots in the affected areas
  • Free call diversion from an affected fixed home or business phone service to another fixed or mobile service of the customer's choice, regardless of the carrier
  • Customers who use the free call diversion to divert their affected fixed home or business phone to their Telstra mobile service, can also make local and STD® calls on their mobile at fixed line rates, in accordance with their selected plan (limited to one designated Telstra mobile per affected household or business)
  • Affected Telstra mobile customers who do not have a Telstra home phone can receive a one-off credit to the value of $100 inc. GST (limited to one mobile phone per Telstra mobile account).

The above offers are applicable until network damage in the area due to fire is repaired, or while customers remain evacuated, for a maximum period of three months from the date of the fires. 

Long term measures (for Telstra customers who have suffered severe damage to or loss of their premises):

Fixed services

  • Free call diversion from the customer’s Telstra fixed phone service to another Australian fixed or mobile service of their choice, regardless of the carrier. This offer is applicable for a maximum period of 6 months from the date of the fire.
  • In addition, Telstra will apply a one off credit to the value of $500 inc. GST to the customer’s Telstra fixed phone account to help cover the costs of the following, if required: 
    • Connection of a Telstra fixed phone service at one temporary residence 
    • Re-connection of a Telstra fixed phone service at the customer’s original permanent premises