Customer Service Commitments
Customer Service Charter
Outlines Telstra's commitment to achieving outstanding customer service. The Charter is updated on an annual basis to ensure it remains current and reflects our customers' changing needs.
Customer Service Guarantee (CSG)
Learn how Telstra guarantees to provide customers with quality service for standard telephone services and Telstra mobile services.
Universal Service Obligation (USO)
The USO is designed to ensure that all people in Australia, no matter where they live or conduct business, have reasonable access, on an equitable basis, to standard telephone services and payphones.
Telstra Complaints Policy
Describes Telstra's formal complaints management process, including an overview of your rights and responsibilities when making a Telstra complaint.
Digital Data Service Obligation
Telstra is charged with ensuring all people in Australia are provided with access to either general digital data services or special digital data services on a reasonable and equitable basis.
Access for Everyone
The Access for Everyone program is designed to assist people on a low income or facing financial hardship to maintain telecommunications access. Telstra consults regularly with the Low Income Measures Assessment Committee (LIMAC), which reports annually on the effectiveness of the program.
Disability Services
Find out about the products and services we offer for older people and people with a disability. Also find information about Telstra's Disability Equipment Program and other Telstra products and services that may provide solutions to your telecommunications needs.
Mass Service Disruptions (MSD)
We are committed to delivering a high standard of service to our customers. However, despite our best efforts, we are sometimes faced with conditions that are outside our control. Where the conditions that cause service delays and missed appointments are outside our control, the Customer Service Guarantee (CSG) Standard allows us to claim an exemption from CSG payments while our operations return to normal. You can view copies of our Public Notices.
Payphone Services
Describes Telstra's obligations in terms of the supply, installation and maintenance of Telstra operated payphones in Australia. Includes information on the criteria Telstra uses in deciding whether to install a public payphone, as well as how to apply for a payphone in your area.
Customer Service & Network Reports
At Telstra, we're serious about measuring performance and doing things better. See how we're performing against our network reliability and customer service standards with these regularly updated reports.
Regional & Rural Presence Plan
Read the Regional and Rural Presence Plan detailing Telstra's commitment to regional and rural customers.
Other Telstra resources
Priority Assistance
Telstra is always looking to improve services to all residential customers, especially those of you who have (or who have someone living at their home who has) a diagnosed life-threatening medical condition, and whose life may be at risk without access to a fully operational phone service.
Privacy
Telstra is committed to protecting and maintaining the privacy of your personal information. In doing so, Telstra has adopted a set of privacy principles in accordance with the Commonwealth Privacy Act 1988 and Telecommunication Act 1997.
