What's Priority Assist?

We provide customers with prioritised connection and fault repair of their home telephone line.

If you, someone in your household, or someone in your care, may be at risk without access to a working home phone line.

Who's eligible?

If you're a Telstra customer with a diagnosed life-threatening medical condition, or someone in your care or household has been diagnosed with one.

What do I need to apply?

Approval from a doctor or medical practitioner

A medical certificate from your doctor

Telstra home phone number

We need a Telstra home phone number to verify that the applicant is a Telstra customer.

Applicant details

We need to know who Priority Assist is being set up for. You may also need to include representative details if you’re applying on the applicant’s behalf.

How do I apply?

  1. Check this list to see if the medical condition is eligible for Priority Assist.

  2. Fill out an online application form. You can also download a paper application form here. Need more help with the paper application? See our FAQs.

  3. Include a medical certificate from a Doctor or Medical Practitioner to confirm their approval.

  4. We'll assess your application and contact you within 5-7 business days.

Priority Assist Performance Information

January – March 2020
  Connections completed within PA timeframe Fault repairs completed within PA timeframe
TOTAL 97.7% 99.7%
Telstra Network 100% 97.68%
NBN Network 96.90% 99.82%



Frequently Asked Questions