Making a complaint

When you call Telstra, the consultant that answers your call will aim to resolve your issue with you on the spot.

When you fax, email or write to us we aim to acknowledge emails and letters within one business day of receipt.

If we need to investigate your complaint further, we aim to resolve it, or tell you what we're doing to resolve it, within five business days. We’ll also provide you with a reference number for your complaint.

While your complaint 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 provide you with a resolution to your complaint within 15 business days of you raising it.

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 are a small business customer and we remain unable to resolve your complaint to your satisfaction you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is an office of last resort for complaints about telecommunications services.

Telstra asks that if you do have a complaint, you give us the chance to resolve it before going to the TIO.

If you contact the TIO in relation to a complaint, please provide the TIO with your Telstra complaint reference number (supplied to you when you initially raised the complaint with Telstra).

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.