Telstra Top Up

Which services are eligible to take part?

To access the Telstra Top Up program, service providers must be current users of Infoxchange's SHIP, CIMS or SRS case management systems to assist people in vulnerable circumstances such as:

• Homelessness
• Natural disaster
• Domestic and family violence
• Mental health
• Food insecurity
• Disability
• Women, Youth and Families
• Refugees
• First Nations communities

How does my service or organisation take part?

SHIP and CIMS already have Telstra Top Ups enabled. We are now accepting expressions of interest from organisations using SRS that want to access the Top Up program. Contact us to register your interest.

Is there any cost to our organisation to be part of the program?

No. There is no charge to access the program for existing SHIP, CIMS or SRS users.

How does it work?

The program works by allowing trusted Social Service providers and community organisations to bestow a $180 Telstra Pre-Paid mobile recharge to clients through Infoxchange's case management system.

We provide specific instructions on processing the Top Up when a service provider has opted into the program.

Is my client eligible to receive a Top Up?

Telstra trusts that our providers and organisations use their best judgement to determine that the client is in need and that the system is not gamed or abused.  

To be eligible, a client must:

• Have an existing "Telstra Pre-Paid Mobile" (not on a "Telstra Pre-Paid Mobile Casual" plan) service, or 
• Connect a new Telstra Pre-Paid mobile service (Telstra Pre-Paid starter kits are available from $2 online at Telstra.com or in Telstra stores and multiple other retailers such as Woolworths, Coles and Officeworks)
• Not have received a Top Up previously in the financial year.

How often can my client receive a Top Up?

A client can receive a maximum of one $180 recharge per financial year (1 July to 30 June).

If your client needs further support they can contact Telstra for "payment assistance".

What happens if my client already has credit on their phone?

The recharge does not add to existing credit, it will replace it. Therefore, it should only be provided to clients who have no credit or very low credit remaining.

Is there a minimum age requirement to access the program?

A valid proof of identity is required to activate a Telstra Pre-Paid service, and the minimum age accepted is ten years old.

Is Telstra Top Up available on Pre-Paid phones from other providers?

No. You can only apply the Telstra Top Up to an existing Telstra Pre-Paid mobile phone service.

If your client is not on a Telstra Pre-Paid service and needs the Top Up, they must purchase and activate a new $2 Telstra Pre-Paid SIM to be eligible. Clients who want to keep their existing phone number can arrange this through the standard Telstra Pre-Paid activation process.

How can my clients get a Telstra Pre-Paid service?

Pre-Paid Telstra starter kits are available from $2 in Telstra stores and other retailers such as Woolworths, Coles and Officeworks.

Please note that there are two types of Pre-Paid mobile plans at Telstra. Check your client is on "Telstra Pre-Paid Mobile" (not on a "Telstra Pre-Paid Mobile Casual" plan) before applying for a $180 Top Up to ensure they get the best value. Your client can check this via the MyTelstra App or by contacting Telstra. Be aware – if your client needs to move plans, they may lose their current recharge value.

Can I use Telstra Top Up if my client has a Telstra Post-Paid service?

No, Telstra Top Up can only be applied to Pre-Paid services.

Click here for more details on the payment assistance that Telstra can provide for Post-Paid customers.

How long does a client have to use the Top Up?

The $180 Top Up will enable unlimited calls and texts to standard Australian numbers and 70GB of data over six months. The client must understand that the 70GB of data may not last the full six months if they use it all before the six months are up. Unlimited calls and texts to standard Australian numbers will remain until the recharge has expired.

My client needs more assistance. Who can I contact?

Click here for more details on contacting the payment assistance team at Telstra.

What data does Infoxchange provide to Telstra?

The system sends the client's phone number and the agency that requested the Top Up to Telstra. No other client data is provided.

Telstra will not contact the client using this information.

What sort of consent does my client have to provide?

The client must provide consent to receive the Top Up. The consent can be verbal, but the agency must record it in SHIP / CIMS / SRS when they perform the Top Up.

The client agreed to Telstra's Privacy Policy and Terms of Use when they obtained their Pre-Paid mobile service.

My service or organisation doesn't currently use Infoxchange's case management system, but we'd like to. How do I find out more?

Over 3,500 services across the community and government sectors use our system to help more than half a million people each year. If you want to find out what it can do for you, read more here. If you'd like to chat, we'd love to hear from you; please get in touch.