Priority Assistance

Priority Assistance

What is Priority Assistance?

Priority Assistance serves to support those who are suffering (or live with someone who is suffering) from a life threatening medical condition, and as such require a fully operational phone line service at all times. If you are eligible, any requirements you have regarding your telephone service (connecting a new service, repairing faults in an existing service) will be made our top priority.

Priority Assistance will solely apply to your home phone line service, not Internet services or mobile phones. No additional fees will apply when you register for Priority Assistance status.

To apply for Priority Assistance and discover whether you are eligible, you will need to complete the application form and send it to us at priorityassistance@fuzenet.net.au. Alternatively, this form can be mailed to PO Box 557, Gladesville NSW 1675.

If assistance is required right away, call 1300 881 917; you will then be given 28 days to fill out and submit the application form and your eligibility will be assessed after the fact.


What qualifies you for Priority Assistance?

FuzeNet customers are considered eligible for Priority Assistance if they have been diagnosed with a life threatening medical condition, or live with someone who has been so diagnosed. Eligible conditions include (but are not restricted to):

  • Patients highly susceptible to respiratory emergencies
  • Patients with severe mental health disorders
  • Technology dependent patients who are at high risk
  • Patients at risk of life-threatening hypoglycaemia or epilepsy
  • Patients highly susceptible to obstetric or neonatal emergencies
  • Patients highly susceptible to cardiovascular emergencies
  • Dependent patients who live alone, without support or in remote locations.

A more comprehensive breakdown of eligible conditions is listed in our Priority Assistance Brochure. If you’re not sure whether you could benefit from Priority Assistance, you should consult your doctor.


When can you expect assistance?

Under Priority Assistance, we will look to assist you within 24 hours if you are situated in an urban or rural area, and within 48 hours if you are based in a remote area (provided this is feasible according to your location).

This applies to both connecting a new phone service and fixing a faulty existing line; it should be noted that we may not always be able to adhere to these exact deadlines, but are dedicated to helping you as quickly as we can.


The information listed above constitutes a general overview of the Priority Assistance service; before applying it is of vital importance that you consult our Priority Assistance Brochure to be fully educated on the terms of this service.

Once you have read this, you will be ready to complete our application form and lodge your request. As aforementioned, this can be emailed to priorityassistance@fuzenet.net.au or mailed to PO Box 557, Gladesville NSW 1675.