- Access for Everyone
- Complaints Management Process
- Customer Service Charter
- Customer Service Guarantee (CSG)
- Digital Data Service Obligation
- Payphone Services
- Priority Assistance
- Privacy
- Telstra Consumer Consultative Council
- Universal Service Obligation (USO)
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.
Complaints Management Process
Describes Telstra's formal complaints management process, including an overview of your rights and responsibilities when making a complaint.
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.
Learn how Telstra guarantees to provide customers with quality service for BigPond® Broadband ADSL.
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.
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.
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.
Telstra Consumer Consultative Council
The Telstra Consumer Consultative Council enables consumer and Telstra representatives to discuss telecommunications issues that affect residential customers.
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.
