Tuesday, 14 April 2020 15:12

Telstra extends COVID-19 concessions

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Telstra has extended the duration of its COVID-19 customer support measures to the end of June 2020.

Telstra is continuing to provide unlimited data at no additional charge for all consumer and small business fixed-line broadband customers; an extra 25GB of data for consumer and small business post-paid mobile customers (requires registration via the Telstra 24x7 or My Telstra apps); unlimited local, national (including mobiles) and 13/1300 calls for eligible pensioners with a Telstra home phone plan; and the waiver of late payment fees.

These concessions have been extended to the end of June.

Telstra group executive for consumer and small business Michael Ackland said over two million customers had already benefitted from Telstra's existing offers.

"As things change we need to adapt and recognise we're all in this for the long haul. We all have a continued responsibility to do what we can to help people through this period and our next step is to extend our customer support measures for another few months," Ackland said.

In addition, Telstra has launched a bill assistance hub for customers to get information on its support measures and apply for relief if they are financially affected by the COVID-19 pandemic.

"We understand that some of you will be struggling to pay your bills during this challenging time and want to do everything we can to keep you connected. This includes recognising you may need to change your plan, or may take more time to pay your bill," he said.

"We're making it as easy as possible for customers to access our digital self-serve billing options to cater for any scenario they may be in, including payment extensions, queries and plan changes. If consumer and small business customers are unable to keep up with their bills, they can now make changes to assist them with making payments and to prevent them from having their service disconnected."

Options available via the online hub include entering into payment plans, agreeing to pay at a later date, and downsizing plans.

In addition, customers can suspend any or all services for up to 90 days, and reconnect free of charge at the end of that period or earlier via Telstra's financial hardship support page.

"We will continue to review the impacts of COVID-19 on all of our customers and do everything we can to keep them connected and supported through this tough period," said Ackland.

Last week, Telstra announced a discount on existing services for those on the Jobseeker benefit, a new $30/month mobile offer for anybody with a valid Healthcare card, and permitting small businesses to suspend their fixed business services until they need them reinstated.


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Stephen Withers

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Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.

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