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Upgrade and Protect
Critical Information Summary
This summary may not reflect any discounts or promotions which may apply from time to time
Information about the service
Upgrade and Protect
Minimum
Monthly
Charge
$15/month for the term of your Upgrade
and Protect Service
What’s
included?
You can register a Telstra mobile or tablet
device on a device payment contract with
a month-to-month consumer mobile or
data plan for the Upgrade and Protect
service ( ). This service Registered Device
allows you to either replace or upgrade a
Registered Device or replace the screen on
a Registered Device provided that you
meet the applicable redemption
requirements and pay the applicable fees
in the table below.
What’s not
included?
Device and connectivity payments for your
Registered Devices are not included in
your Upgrade and Protect service.
Minimum
Term and ETCs
There is no minimum term or early
termination charges – you may cancel
your Upgrade and Protect Service at any
time without paying us any early
termination charges.
Note:
· You can only register one Registered
Device with each Upgrade and Protect
service.
· You can only redeem up to two (2)
Damaged Device Redemptions or screen
replacements (inclusive) in any 12 month
period.
· The Redemption Fee for Registered
Device varies depending on the condition
of your Registered Device when you return
it to us. See table below.
Availability and eligibility
You are eligible for Upgrade & Protect if you:
are an Australian resident of at least 18 years of age;
are the Telstra account owner of the Device Payment
Contract (DPC) or an authorised representative of the
Telstra account owner; and
register your mobile or tablet device (Device) and add on
Upgrade & Protect at the same time that you purchase it on
a DPC with a consumer mobile or data plan added
(Registered Device).
You can register multiple Devices for Upgrade & Protect,
provided each Device is on a separate service and DPC.
Upgrading or replacing your device
You can upgrade or replace a Registered Device during the
term of your device payment contract ifyou complete one of
the available Upgrade & Protect redemption processes (set
out at www.telstra.com/upgrade-and-protect) and:
· you pay any applicable Redemption Fee based on the
returned Registered Device condition;
· you purchase the upgrade or replacement Device on a
new device payment contract[MCR1];
· you return the Registered Device to our second hand
device vendorwithin 14 days of receiving your upgrade or
replacement device;
· your monthly Upgrade & Protect, device payment and
mobile or data plan fees are not overdue; and
· you disable all activation or device locking features (eg
find my iPhone on iOS devices) before returning your
Registered Device to us;
· you provide us the information and documentation we
reasonably request of you and you otherwise meet the full
terms and conditions for the Upgrade and Protect service set
out at https://www.telstra.com.au/customer-terms/home-
family#telstra-mobile.
If you fail to return your Registered Device for an upgrade or
redemption in accordance with the applicable Upgrade and
Protect redemption process:
· you may be required to pay your remaining device
payment contract charges and any applicable early
termination fees for your Registered Device;
· if you have returned your Registered Device to our second
hand device vendor, it may be returned to you (if possible and
subject to any applicable laws) and you may be charged the
shipping costs; and
· you will not be entitled to replace or upgrade your
Registered Device (unless you have already entered a new
device payment contract to purchase a replacement or
upgraded device in which case the terms of your new device
payment contract will continue to apply in respect of that
Device).
If your existing device is a mobile handset, you may only
upgrade to a mobile handset. If your existing device is a tablet
you may only upgrade to a tablet. [MCR2]
You must remove the SIM card and any personal or
confidential data from your Registered Device before returning
it. Title to your returned Registered Device will pass to our
second hand device vendor on its return.
Replacing your screen
You can replace the screen on your Registered Device if:
· follow the booking process set out at https://www.telstra.
com.au/customer-terms/home-family#telstra-mobile;
· return your Registered Device undamaged and in good
working order (i.e. it is reasonably determined fully functional
as intended and is not physically damaged other than normal
wear and tear) ( ) with all locking and ‘find Good Working Order
my phone’ features disabled;
· ensure that your Registered Device meets the pre-service
assessment condition you provided when completing the
redemption process;
· otherwise comply with:
o the requirements notified to you during the redemption
process and set out in your booking process; and
o the full terms and conditions for the Upgrade and Protect
service set out at (including all redemption requirements) set
out at https://www.telstra.com.au/customer-terms/home-
.family#telstra-mobile
· You can only redeem x2 screen replacements per
service in any 12 month period.
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Minimum Term and Expiry
There is no minimum term for Upgrade & Protect. The Term
starts on the date you take up Upgrade & Protect at the same
time you purchase a phone or tablet on a DPC with a
consumer mobile or data plan added. You can cancel it at
anytime. Otherwise the Upgrade & Protect service will
continue until:
your DPC for your Registered Device expires or is
terminated;
youenter a new DPC for an upgrade or replacement device
as part of the Upgrade & Protect service; or
it is otherwise terminated in accordance with the full terms
and conditions in Our Customer Terms.
Good Working Order
A device in good working order and undamaged is one that is
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 is 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 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 (eg.
Find My iPhone);
has had a factory reset performed; and
is not IMEI blocked.
Information about pricing
Price and Billing
You will be charged each month per Registered Device until
your Upgrade & Protect service expires or is cancelled. This is
in addition to your monthly device payments and mobile or
data plan.
When you request an upgrade, replacement or screen
replacement for your Registered Device you will also be
charged the following redemption fee based on type of
redemption and the condition of the returned Registered
Device.
Redemption
type
Return device
condition
Redemption Fee
Replacement
or upgrade
Good Working
Order and
undamaged (12
month device
payment contract)
$99 (or $0 if upgraded
in the last 6 months of
your 12 month device
payment contract)
Good Working
Order and
undamaged (24 or
36 month device
payment contract)
$99 (or $0 if upgraded
in the last 12 months
of your 24 or 36 month
device payment
contract)
Damaged $249
Screen
replacement
Good Working
Order and
undamaged
$99
We will waive the redemption fee for replacements or
upgrades of Registered Devices that are undamaged and in
Good Working Order if you are eligible to redeem your upgrade
or replacement device in the last12 months of your 24 or 36
month device payment contract, or the last 6 months of your
12 month device payment contract.
If you do not disable all activation and device locking features
but are otherwise eligible for an upgrade, we may charge you
the redemption fee for the replacement or upgrade of a
damaged Registered Device ($249). If you are not eligible for
an upgrade or your Registered Device is IMEI blocked, you will
be required to pay your remaining device payment contract
charges and any early termination fees for your Registered
Device. We may also return the ineligible device to you and
charge you for the shipping costs.
A $59 call out fee may apply if you are eligible for and request
that a screen replacement technician comes to you to replace
your screen and:
· you cancel your booking after our screen replacement
technician has confirmed your booking;
· you are not present at the agreed location when our
screen replacement technician arrives;
· the IMEI, make or model of your Registered Device does
not match the IMEI, make or model of the device presented to
our screen replacement technician;
· you are not over 18 and cannot show proof of age to our
screen replacement technician upon their arrival to the agreed
location.
A $20 irreparable damage fee may apply (in addition to any
applicable call out fee) if your Registered Device is presented
to us or our screen replacement technician:
· with locking or ‘find my phone’ features enabled;
· in a condition inconsistent with the pre-assessment
condition you provided when completing the redemption
process; or
· that Registered Device is damaged and not in Good
Working Order.
Other information
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Need help? We're here for you Visit telstra.com/contactus for
our support options. Call 13 22 00 or 133 677 (TTY), or +61 439
12 5109 from overseas, to speak to someone about your plan
or to obtain a copy of this summary in an alternative
/accessible format.
If there's something you're not happy with and you Complaints
wish to make a complaint, visit telstra.com/complaints. We
like to make every attempt to resolve any issue but you can
contact the Telecommunications Industry Ombudsman by
phone on 1800 062 058 or visit tio.com.au/about-us/contact-
us if you'd like and independent investigation.
This is a summary only. The full legal terms for this service are
contained in your agreement with Telstra including Our
customer Terms, which is available at telstra.com.au
/customer-terms.
