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Telco response to the Covid-19 challenges

Posted on 19 March 2020

Telstra, Optus and Vodafone have responded to the challenges presented by Covid-19, including extra data in some cases, but also challenges faced by the Telco companies where there are restrictions on their own staff:

Telstra

From the Telstra Specialised Assistance team:

Dear community colleagues,

We may be unable to take your phone call

Due to increased containment measures announced by the Philippines Government this week, Telstra's contact centre workforce capacity has been significantly reduced. This means there will be longer wait times for customers contacting us via phone or online messaging.

For financial counsellors and customer advocates seeking to contact the Specialised Assistance Team, to ensure your hardship, debt waiver or other enquiry is attended to please use the email contact specialassistance@online.team.telstra.com and we will be in touch with you within 2 business days.

We understand this can be frustrating for your case-work but appreciate your patience while we work through this difficult time.

Telstra's response to COVID-19, in particular our support for customers can be found by visiting https://exchange.telstra.com.au/ in particular https://exchange.telstra.com.au/supporting-our-customers-during-covid-19/

If you have any specific queries about this please or other aspects of Telstra's response to COVID-19 please don't' hesitate to contact me.

With best wishes for your work in the community at this time.

Regards
--
Robert Morsillo | Digital Inclusion Senior Specialist
Telstra Sustainability Team | m: 0439 648 002
L39/ 242 Exhibition St, Melbourne VIC 3000
digitalinclusionindex.org.au
 

Optus

As the community faces the COVID-19 pandemic, Optus says Yes to helping people stay connected with additional data

13 March 2020, 07:15 PM

Optus will support our customers with additional data as businesses and schools across the country transition to working remotely with the spread of the COVID-19 virus.
Optus will offer eligible Postpaid mobile customers a one-off add-on of 20GB of data during April 2020. Eligible Prepaid customers that recharge with $40 or more during April will receive 10GB of extra data. Each offer can be activated through the My Optus App.
Optus CEO designate Kelly Bayer Rosmarin said: "These are unprecedented times, and we want to help Australians who find themselves having to self-isolate or work from home to stay connected."
"We understand how much it means to customers to stay connected with their colleagues, classmates, family and friends. Access to data is critical, so we are playing our part in helping the community with our additional data offer".
More information will be available through the MyOptus App by Friday 20 March 2020.
Media queries:
Optus Corporate Affairs
P: (02) 8082 7850
E: media@optus.com.au

https://www.optus.com.au/about/media-centre/media-releases/2020/03/optus-says-yes-to-helping-people-stay-connected-with-additional-data

Vodafone

Keeping customers connected

Published on March 16, 2020 #Corporate

Vodafone announces extra bonus data, unlimited national calls
Vodafone has announced it is providing additional data and other initiatives to ensure all Vodafone customers who may be spending more time at home in response to COVID-19 are supported.
Vodafone Chief Customer Officer Ana Bordeianu said the company recognised this is an unprecedented and challenging time.
"We want to make sure all Vodafone customers can stay as connected as possible to support their changed circumstances," Ms Bordeianu.
"As many customers are spending more time at home, including remote working, we are providing extra mobile data, unlimited standard national calls and free-rating official health websites.
"We can also assure our customers that our mobile and fixed networks are well-equipped to manage additional traffic during the day, however speeds may vary as usage patterns fluctuate from normal conditions."

BONUS DATA
We'll be giving Vodafone postpaid customers who are not on an endless data plan an additional 5 GB of maximum speed data to use in the next month. That data will be added to all plans by Friday 27 March. Customers won't need to do anything to activate this bonus data. To ensure customers always have enough data to meet their needs, we encourage them to consider endless data plans.
Active prepaid customers will receive a one-off bonus of 3 GB with their next recharge.
All Vodafone nbn services already include unlimited data.

UNLIMITED CALLS
We're extending unlimited standard national calls to all Vodafone postpaid customers and active prepaid customers by Friday 27 March until the end of April.
The majority of our postpaid customers already have unlimited standard national calls as part of their plan, but we want to ensure all customers can continue making calls.

FREE-RATING OF OFFICIAL HEALTH WEBSITES
To ensure Vodafone customers have unrestricted access to official health information, we are free-rating the federal Health Department and state-based health department websites from Wednesday 18 March, 2020.
https://www.health.gov.au, https://www.health.nsw.gov.au, https://www.dhhs.vic.gov.au, https://www.health.qld.gov.au, https://healthywa.wa.gov.au, https://www.sahealth.sa.gov.au, https://www.dhhs.tas.gov.au/, https://health.nt.gov.au/, https://www.health.act.gov.au/

HARDSHIP POLICY
If customers experience financial hardship directly or indirectly as a result of COVID-19, for example are unable to make payments, they should let us know as soon as possible so we can support them. We have a range of flexible options available.
For full details and to make an application, customers should visit our financial hardship page and complete the application process, or call Vodafone on 1300 650 405 between 8am-8pm AEST Monday to Friday.
-ends-
Media Contact
Jen Zemek
To contact Jen for more information on this media release, please email Jennifer.Zemek@vodafone.com.au. View our contact page for more information.
Check out these media releases

https://www.vodafone.com.au/media/keeping-customers-connected

 

Tags: SAFCA Corona Virus COVID-19 Phone Telstra Optus Vodafone Internet data

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