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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.

The Telecommunications Industry Ombudsman (TIO) has announced a special help-line for vulnerable consumers to lodge complaints during the COVID-19 pandemic. 

Store Closures

Telstra

Telstra is also closing 23 of their 350 stores until 12th April in response to the COVID-19 pandemic. The affected stores are in NSW, VIC, and QLD.

Victoria

  • Doncaster
  • Melbourne (Exhibition St)
  • Melbourne Central
  • Northland 2
  • The Glen

Queensland

  • Browns Plains
  • Coomera
  • Indooroopilly
  • Loganholme
  • Mt Gravatt
  • Pacific Fair

New South Wales

  • Blacktown
  • Broadway
  • Burwood
  • Chatswood
  • Eastgardens
  • George Street North
  • Hurstville
  • Liverpool
  • Macquarie Centre
  • Mosman
  • Mt Druitt
  • World Square

Vodafone

Vodafone has also temporarily closed some stores, including:

  • ACT – Mo’s Mobiles Canberra
  • NSW – Balgowlah, Chatswood, Eastwod, Green Hills, Kingsford, Sydney Airport Gate A & B, Sydney (Pitt St), Wynyard
  • QLD – Mo’s Forest Lake, Vodafone Brisbane Airport
  • VIC – Bundoora, Melbourne Airport, Melbourne University, Wendouree
  • WA – Perth Airport