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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
Upgrade and Protect
Minimum Monthly
Charge
$15/month plus your device repayment costs
Minimum Term 1 month
What's Included
You can register amobile or tablet device on an eligible device payment contract ( ) with a DPC
Telstra consumer mobile or data plan for the Upgrade & Protect service ( ). Registered Device
Subject to the outcome of a credit assessment, and provided you meet the redemption
requirements and pay the fees in the table below, this service will allow you to either replace
or upgrade a Registered Device.
Minimum Cost
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.
Availability and eligibility
You can sign up for Upgrade & Protect if you:
an Australian resident of at least 18 years of age;
take up a mobile or tablet device ( ) on an eligible DPC Device
on an eligible consumer mobile or data plan;
register your Device and add on Upgrade & Protect at the
same time that you purchase that Device (Registered
);Device
successfully pass a a credit assessment at the time of first
purchasing your Device.
Upgrading or Replacing your Registered Device
When you request to upgrade or replace your Registered
Device, we will perform a credit assessment. The credit
assessment is required under the TCP Code, and helps to
ensure that you are able to pay the costs associated with your
device and service without experiencing financial hardship.
Subject to the outcome of a credit assessment, you can
upgrade or replace a Registered Device during the term of your
DPC ifyou:
you pay any applicable Redemption Fee based on condition
of the Registered Device that you return;
you purchase the upgrade or replacement Device on a DPC (
). Depending on the outcome of the RTCA, you New Device
may need to pay an upfront amount towards your New
Device.
you return the Registered Device to our second-hand
device vendorwithin 14 days of receiving your New Device;
your monthly Upgrade & Protect, DPC and mobile or data
plan fees are not overdue;
you disable all activation or device locking features (eg find
my iPhone on iOS devices) before returning your Registered
Device; and
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 your Registered Device is a mobile handset, you may only
upgrade to a mobile handset. If your Registered Device is a
tablet, you may only upgrade to a tablet.
If you do not return your Registered Device in accordance with
the Upgrade & Protect redemption process:
you may be required to pay your remaining DPC charges 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
DPC to purchase a New Device in which case the terms of
your new DPC will continue to apply in respect of that New
Device).
You must remove the SIM card and any personal or
confidential or personal 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.
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Minimum Term and Expiry
The Term starts on the date you take up Upgrade & Protect at
the same time you purchase a phone or tablet on a DOC with
an Upfront Mobile Plan or Upfront Data Plan added. You can
cancel it at anytime. Otherwise the Upgrade & Protect service
will continue until:
the DPC for your Registered Device expires or is terminated;
youenter a new DPC for an upgrade or replacement device
as part of the Upgrade & Protect service; or
it is otherwise terminated in accordance with Our Customer
Terms.
Credit Assessment
We will undertake a credit assessment both upon your
purchase of a Device with a DPC and the addition of Upgrade &
Protect, and at the time you want to redeem a New Device in
accordance with this service.
Where an credit assessment results in a low credit rating, you
will be ineligible for Upgrade and Protect. In circumstances
where the result of the credit ssessment means that you
cannot take advantage of this service, we will reimburse you
for amounts paid for Upgrade & Protect since your last Device
redemption (if any).
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).
Information about pricing
Price and Charging
You will be charged each month per Registered Device until
your Upgrade & Protect service expires, is terminated or is
cancelled. This is in addition to your monthly device payments
and mobile or data plan.
When you request an upgrade or 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
month device
payment contract)
$99 (or $0 if upgraded
in the last 12 months
of your eligible 24
month device
payment contract)
Damaged $249
If your Registered Device is IMEI blocked, you will be required
to pay your remaining DPC 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.
Other information
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.
Complaints
If there's something you're not happy with and you 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.