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Making a complaint
Sorry to see you here. Something must’ve gone wrong for you to visit our complaints page. Below there are a number of ways to get in touch with us so we can make amends.
Use Live Chat for an immediate help with your enquiry. Our dedicated team of specialists are on hand 9:00am - 5:00pm EST Monday to Friday and 10:00am - 6:00pm EST Saturday.
|Business customers||13 2000 and say "complaint"|
|Enterprise and Government customers||1800 730 062|
8:00am – 6:00pm local time, Monday to Friday
|Disability Enquiry Hotline||1800 808 981 (TTY)|
Please provide us with as much information as possible to enable us to better respond to your matter.
Send us a letter addressed to:
Locked Bag 20026
Melbourne VIC 3001
If you would prefer to send us your complaint by fax, you can do so on 1800 753 949.
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.
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 would like further investigation
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
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.
Further information on how we handle complaints can be found in our complaints handling process document (PDF, 640kB).
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