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COVID19: Telco services and technology

During the COVID-19 pandemic, continuing social distancing and self-isolation efforts have resulted in millions of Australians increasingly relying on their phone and home broadband services.

ACCAN has pulled together the telco information you need to know on:

 

Unfortunately, some Australians are at risk of being left behind because they are unable to afford a home broadband service. As this becomes the main way that people can study, work, and access telehealth services from home – this is simply not acceptable. ACCAN is calling for affordable home broadband to be prioritised now.

A coalition of nearly 30 community sector organisations and advocates has urged the Federal Government to address the affordability of communications services and equipment to support Australians in need during the COVID-19 pandemic.

Community Sector Organisations Call on Government to Act on Communications Affordability Issues

Find out more on
#NoAustralianLeftOffline

To help communications consumers understand the latest updates from the telco sector and how consumers may be affected, ACCAN will updating our live blogs with new developments as they occur.

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Family looking for Telco AssistanceLearn what support is available from telcos, NBN Co and state governments for families and households.

  • NBN Education Assistance Packages - NBN has provided funding for telcos to offer cheaper nbn plans for low-income families. Find out what plans are available and if you are eligible.

 

  • Online Learning and Access to Devices - COVID-19 containment measures have required many school students to learn from home. Find out what device loan programs are in place for students and families across the country.

 

 

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Telco Customer Service ChangesCall centres for Telstra, Vodafone, Optus, ALDI Mobile, and some other telcos have been impacted by COVID-19 restrictions. This means that there is likely to be extended wait times if you contact their customer support teams via phone or instant chat.

TPG has closed their call centre support so you will need to contact them through the online chat support.

Belong have also closed their call centre and are working at a reduced capacity. They have advised it may take over 48 hours to respond to requests for support. More information about supports available is available on their blog.

Dodo are encouraging customers to continue using self-help features however they do have calls operating again, with reduced operating hours. More information is available on Dodo's website.

Telcos have asked customers to use self-service channels (such as the My Optus app, the Telstra 24x7 app, or MyVodafone) to trouble-shoot their issues where possible.

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Disability informationWhere do I go for help?                             

Disability Information Helpline


The Australian Government has launched a new Disability Information Helpline for people with disability, their families, carers, support workers and services who need help because of coronavirus (COVID-19).

If you have a COVID-19 related question and do not know where to start, you can contact the Helpline from Monday to Friday 8am to 8pm (AEST) and Saturday and Sunday 9am to 7pm (AEST) in the following ways:

  • Phone (free call): 1800 643 787
  • If you are deaf, or have a hearing or speech impairment, you can also call the National Relay Service on 133 677.

 

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