Telstra Upgrade & Protect

A device that is undamaged and in good working order is fully functional as intended and not physically damaged except minor scratches and other normal wear and tear, as reasonably determined by our second-hand dealer, Assurant.    

 A good working order device:

• turns on and off
• functions normally (for example, it can make and receive calls and connect to the internet and any touchscreen functions as intended);
• includes a fully functioning battery
• is free from physical damage except normal wear and tear (for example, it does not have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM reader)
• does not have any missing, disassembled, customised or non-original parts
• has all activation and device locking features disabled (e.g. Find My iPhone on iOS devices)
• has an IMEI that is not blocked.

No, the remaining payments for your device repayment will be paid by our nominated second-hand device vendor if:

• You purchase a new mobile or tablet on an eligible device repayment with a Telstra Upfront Mobile or Data Plan
• You return your existing device to our second-hand device vendor, together with your proof of identity and any additional documentation or information requested, within 14 days of purchasing your new device if upgrading online or over the phone; or you return your mobile phone or tablet to our second-hand vendor at the time of purchase if you upgrade in-store
• You pay the applicable redemption fee (based on the return device condition), and
• Your monthly device repayment and Upgrade & Protect fees are not overdue

No, Upgrade & Protect can only be added in-store when taking up a new device on a device repayment with an eligible plan.

No, Upgrade & Protect can be removed at any time in the My Telstra app or My Telstra in a browser. If you cancel Upgrade & Protect part way through your month, you’ll continue to be covered for the period that you’ve already paid for. 

No, Upgrade & Protect is tied to the device repayment term.

Customers who have purchased Upgrade & Protect can have their screen replaced for $99. 

You can choose to have a screen replacement technician come to an address in an eligible post code. Or you can mail-in your device to have the screen replaced. 

Your device will be fitted with a replacement screen, which is consistent with the quality and grade of the Original Equipment Manufacturer (OEM) screen standard. It may be a refurbished or genuine OEM screen. 

You can make a maximum of two damage redemption upgrades or screen replacements per device, within a 12-month period.

Your device must be in good working order. When you book the screen replacement, you’ll be asked several questions to assess your device’s condition.

If you request an on-site replacement and the device does not match the assessment, we may charge you $79. If this happens, you can choose to use your damaged device upgrade redemption instead.

If you post your device to us but do not accurately record its condition, we may not be able to replace the screen. If this happens we will send your device back and charge you a $20 non-repair fee.

Charges will appear on your next bill or be automatically debited on your next invoice due date, if you are on an upfront mobile or data plan.

You can change or cancel your appointment via My Telstra at any time before a screen replacement technician is on their way to your nominated address. You’ll receive a notification when the technician is in-transit to your nominated address.

Please note – if you are not present when the screen replacement technician arrives, a call-out fee of $59 may apply.

If you request an on-site replacement and the device does not match the assessment, we may charge you $79. If this happens, you can choose to use your damaged device upgrade redemption instead.

If you post your device to us but do not accurately record its condition, we may not be able to replace the screen. If this happens we will send your device back and charge you a $20 non-repair fee.

Charges will appear on your next bill or be automatically debited on your next invoice due date, if you are on an upfront mobile or data plan.

All screen replacements come with a 12-month warranty from date of the screen replacement.  If you have issues with your screen after replacement, please contact us. This warranty does not impact your rights under Australian Consumer Law and any consumer guarantees, to the extent that they apply.

Our technicians are fully equipped to carry out screen replacement services from their vehicles. The service can also be completed contact-less with the device left outside and the technician working in their vehicle. Please note that on completion of the screen replacement you will be required to sign an acknowledgement that you are satisfied with the work. This process can however be completed while observing social distancing.

Once the device is received by our repairer, the screen replacement will be completed and dispatched within one business day. However, transit and delivery times can vary depending on your location.

When you place an order to upgrade your device, we’ll conduct an assessment of its condition. The outcome will be one of the following:

• Good working order
• Minor damage and/or cracked screen
• Damaged beyond repair

I have Upgrade & Protect

You’re required to return your device as part of the redemption process for Upgrade & Protect, either:

• Undamaged and in good working order (GWO upgrade)
• Damaged (damaged device upgrade)

A device in good working order and undamaged is generally one that is fully functional as intended and not physically damaged other than normal wear and tear (such as minor superficial scratches). For example, the device:

• Turns on and off
• Functions normally (for example, it’s capable of making and receiving calls and connecting to the internet and has a fully functional touchscreen as intended)
• Includes a fully functioning battery
• Is free from physical damage except normal wear and tear (for example, it doesn’t have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM reader)
• Doesn’t have any missing, disassembled, customised or non-original parts; has all activation and device locking features disabled (e.g Find My iPhone)
• Has had a factory reset performed
• Is not IMEI blocked

The images below are examples of what is considered damage and NOT normal wear and tear:

Important: If your device doesn’t meet the criteria above, your device is considered damaged, even if it’s still unlocked. It may still be eligible for a Damaged Device Upgrade for a higher redemption fee, provided it is not IMEI blocked and meets the other redemption requires set out in the full terms and conditions in Our Customer Terms.

I have StayConnected Advanced, New Phone and Tablet Feeling or Mobile Swap Assure

The condition of your existing device will affect the total cost of your upgrade. If your device has minor damage, a cracked screen or is damaged beyond repair, you’ll need to pay a higher fee depending on the damage.

Good working order

A device that’s undamaged and in good working order is one that is fully functional as intended and is not physically damaged, except minor scratches and other normal wear and tear, as reasonably determined by us.

A good working device:

• Turns on and off
• Functions normally (e.g. it’s capable of making and receiving calls, connecting to the internet and any touchscreen functions work as intended)
• Includes a fully functioning battery
• Is free from physical damage except normal wear and tear (e.g. it doesn’t have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM/SD card reader)
• Doesn’t have any missing, disassembled, customised or non-original parts
• Has all activation and device locking features disabled (e.g. Find My iPhone on iOS devices)
• IMEI is not blocked

Minor damage and/or cracked screen

A device with minor damage and/or cracked screen has:

• Damage to the casing
• Keys or buttons that don’t work
• Cracks or chips on the screen
• A touch screen (if applicable) that’s cracked and/or discoloured

Damaged beyond repair

A device that’s damaged beyond repair:

• Doesn’t power on (even when connected to charge)
• Has liquid damage (pink/red water indicator has been activated)
• Is disassembled or has missing parts
• Has been customised or has non-original parts

Before returning your device, you’ll need to back up your device, turn off location/locking features such as Find My iPhone, remove your SIM card and reset the device to factory settings.

For further info, go to Mobile device support and select your device model.

Back up your device

Save your contacts, messages, photos, videos and music to your computer, or you might like to use a cloud service, SD card, or external hard drive.

Remove your SIM card and factory reset your phone

You can find the instructions on how to do this in the user manual you received with your original phone or refer to our interactive device guides.

Turn off device tracking

Device or activation locks may prevent the device from being wiped and factory reset. This includes ‘Find my iPhone’ for Apple users and ‘Find my Device’ for Android users. Customers who return phones with a device or activation lock enabled may be charged a fee. Ensure that all tracking has been turned off before you return it.

For Apple devices, turn off Find my iPhone by going into Data & Wireless > Settings for Find my iPhone.

For Android devices, turn off Find my device by going into Getting started > Settings for Find my device.

For further info, go to Mobile device support and select your device model.

You can return your device in store, over the phone or online for some customers. 

You’ll need to return your old device within 14 days of entering your new eligible service plan, or at the time of purchase if returning in store. If you don’t return your device, your Upgrade & Protect offer becomes void and depending on the device offer you have subscribed to, you’ll either need to pay an early termination charge for the remainder of your device repayment term, or a fee which amounts to the Fair Market Value of the device. If your device was replaced under warranty, or insurance, you’ll need to provide proof of replacement. 

We’ll send a digital return code via email or SMS containing an Australia Post Returns Label with a QR code or barcode to return your device if you redeem online, in store or speak to us on the phone. Here’s how the digital returns process works:

1. Start the return process
   
   Once you lodge your return request, you’ll receive an Australia Post digital return code via email or SMS from Telstra within 24 hours.
   
   Good to know: Timeframes will be affected if there are delivery delays for your new device.
   
   
2. Prepare your device
   
   You’ll need to back up your data and remove all activation locks from your device. Find out more about what you need to do before returning your device.
   
   
3. Return your device
   
   Visit the nearest Australia Post to lodge your parcel; no paperwork is required. They’ll scan the QR or barcode or use the return code you’ve received. You’ll be able to track the device online.
   
   Customer information may be shared with Australia Post to process the returns request. Terms and conditions can be viewed on the Australia Post website.

I didn’t receive an email or SMS

Double check your plan’s extras to see if you’re supposed to receive a return barcode or use a return satchel below.

If you’re meant to receive a return barcode but didn’t, please message us in the My Telstra app or contact us.