Technology for social justice
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Telstra top-up

Free $40 mobile credit recharges for those doing it tough


Infoxchange and Telstra both recognise the importance of staying connected, especially when times are tough.

That’s why we’re incredibly proud to partner with Telstra for the Telstra Top-up program, which provides a complimentary $40 mobile credit recharge to those who are experiencing or at risk of homelessness, family violence or impacted by natural disaster.

The program is available via Infoxchange’s SHIP, CIMS and SRS case management systems to housing and family or domestic violence service providers, as well as community organisations providing emergency relief to people affected by natural disasters such as the recent bushfires.

Any client of these eligible providers who is impacted by homelessness, family violence or natural disaster can access the free recharge, provided they are a Telstra pre-paid mobile phone customer.

Given the financial impact of COVID-19 on Australia’s most vulnerable people, Telstra have increased the recharge amount to $40 (previously $30) as of April 2020.

Please see our frequently asked questions below find to how the program works and how to take part.

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Frequently asked questions

Which services are eligible to take part?

To access the program, services must be using Infoxchange’s SHIP, CIMS or SRS case management systems and be either:

  • A specialist housing service (SHS), or
  • A service whose primary work or purpose is assisting at least one of the following:
    • People who are or at risk of being homeless
    • People experiencing family or domestic violence
    • People in need of emergency relief as a result of natural disaster

How does it work?

Once an eligible service has been successfully set up to use the program, service providers can provide their clients with a free $40 recharge on their Telstra pre-paid mobile phone service by using Infoxchange’s SHIP, CIMS or SRS case management system.

Specific instructions on how to process the top-up will be provided once a service has opted in to the program.

How does my service or organisation take part?

If your service is eligible, you should have already received an invitation to opt in. If you haven’t received an invitation or you’re not sure, please get in touch.

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. 

Who is eligible to receive the top-up?

To access a $40 recharge, a person must:

  • Be a client of a service that has opted in to the program
  • Be a client that is impacted by at least one of the following: homelessness, family violence or natural disaster.
  • Have a Telstra pre-paid mobile phone service
  • Have no credit or be very low on credit, as the $40 recharge will replace any existing credit

How often can a client receive a top-up?

A client can receive a maximum of three $40 recharges per financial year, from 1 July to 30 June.

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

The free recharge does not add to existing credit – it will replace it. Therefore, it should only be provided to people who have no credit or are very low on credit.

Is there a minimum age requirement to access the program?

No. Any client of the service who has a pre-paid Telstra mobile service can access the program.

Is Telstra Top-up available on pre-paid phones from other providers?

No. Telstra Top-up can only be used on a Telstra pre-paid mobile phone service.

Can I use Telstra Top-up if the client has a Telstra post-paid service?

No, Telstra Top-up can only be used on pre-paid services.

If a Telstra post-paid customer is experiencing financial hardship and requires assistance, they can contact Telstra to discuss their situation on 13 22 00, Monday to Friday, 8.00am – 5.00pm AEST and say “financial hardship”.

Click here for more details on the assistance that Telstra can provide to customers in these situations.

How can my clients get a Telstra pre-paid service?

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

How long does a client have to use the top-up?

Generally they have 28 days, however this may depend on the phone plan that the client is on. Click here for more information on Telstra prepaid phone plans.

What data is provided to Telstra?

The client’s phone number is sent to enable the top-up. No other client data is provided to Telstra. No agency contact details will be provided to Telstra.

What sort of consent does the client agree to?

The client agrees to receive the free top-up. The consent can be verbal. 

There is no need for any other consent. The client will have already agreed to Telstra’s Privacy Policy and Terms of Use when they obtained their pre-paid mobile service.

My service or organisation is not currently eligible for the program. Will the program be expanded to include more services in the future?

There are no plans at the moment to extend the program beyond the current eligible services.

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

Our system is used by over 3500 services across the community and government sectors to help more than half a million people each year. If you’re interested in finding out what it can do for you, you can read more here. If you’d like to chat, we’d love to hear from you – please get in touch.


Want to know more or check if your service is eligible? Get in touch.

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