How to make a Complaint or Compliment
At Telstra we want to provide you with the highest levels of customer service to ensure you have a great experience with us. We want to resolve all problems and complaints to your satisfaction quickly and effectively.
If our service has not met your expectations, or you have a concern with Telstra, we would like you to tell us.
How to make a complaint
By phone
Call us on 13 2200 and say "complaint"
If you are a business customer, call us on 13 2000 and say "complaint"
Our Disability Enquiry Hotline is 1800 068 424 (voice) and 1800 808 981 (TTY)
By email
Send us an email via our online form
By letter
Send us a letter addressed to:
Telstra Locked Bag 20026
Melbourne VIC 3001
What we aim to do when you make a complaint
When you call Telstra, the Consultant that answers your call will aim to resolve your issue with you on the spot. We aim to acknowledge emails and letters within one business day of receipt.
If we need to investigate your issue further, we aim to resolve the matter, or communicate to you an action plan, within five business days.
While your issue is being investigated, we will provide you with updates of our progress so that you are aware of what is happening with your complaint.
We will aim to close the matter within twenty business days of you raising it and keep you informed of the outcome.
If you would like further investigation from Telstra
If you are not satisfied with the resolution or the investigation of your complaint it will be escalated to the next level of management, or a Case Manager in a specialised customer relations area. The Manager of your complaint will deal with you personally to discuss your complaint and the resolutions you have been offered.
If you do not want to receive Telstra telemarketing calls
If you do not want to receive Telstra telemarketing calls, please call us on 1800 039 059 (9am-7pm EST Mon to Fri, excluding public holidays) to opt-out of receiving Telstra telemarketing. You can also obtain information about Telstra's telemarketing opt-out process on this number.
How to make a compliment
Use our online form to let us know about your positive Telstra experience.
