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Telstra Complaints Policy

At Telstra we want to provide you with the highest levels of customer service to ensure your experience with us is everything you would expect of a world class telecommunications company and more. We want to resolve all problems and Telstra 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 contact us

• 13 2200 for residential services
• 13 2000 for small business services
• 125 111 for Telstra mobile services
• 13 2203 for service faults
• 13POND (137 663) for BigPond
• 1800 068 424* for voice calls from people with a disability
• 1800 808 981* for TTY calls
• By email: Click here If you are experiencing service difficulties, please ring 13 2203 directly to report. This email address should not be used to report service faults
• By Letter: Telstra Locked Bag 20026 Melbourne VIC 3001

What we will do

When you ring Telstra the Consultant that answers your call will provide you with their name and will aim to resolve your issue with you on the spot. Letters will be acknowledged within 5 working days.

If we need to investigate your issue further we will advise you of what actions we propose to take and an estimated timeframe. Should there be any changes we will advise as soon as possible.

While your issue is being investigated we will provide you with regular updates of our progress so that you are aware of what is happening with your complaint.

We will aim to resolve to your issue within 30 days of you raising it and we will fully inform you of the outcome of our investigations. If you would like these results in writing, we will do that too.

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.

Investigation outside Telstra

Our focus when handling Telstra complaints is on our customers, and our aim is to provide the most efficient and straightforward complaint process we can. However, if you would like an external body to review your complaint, you can approach the following regulators after you have attempted to resolve your complaint with Telstra:

• The Telecommunications Industry Ombudsman (TIO)
• For broader telecommunications issues that may be outside the jurisdiction of the TIO, you can also contact the Australian Communication & Media Authority (ACMA) or, for trade practices issues, the Australian Consumers Competition Commission (ACCC)

Some general information about liability

This section sets out some important general information on potential exclusions or limits to Telstra's liability which you should be aware of. It should not be relied upon or considered legal advice and, if necessary, Telstra recommends that you obtain your own independent advice.

Generally, you have rights, in certain circumstances, to be compensated for loss or damage caused by acts or omissions in the supply of telecommunications services and related goods or services. Telstra’s liability, if any, for such loss or damage is limited to some extent by the General Terms and Conditions of Our Customer Terms, although not for liability that cannot be limited by law.

Also, under the Telecommunications Act 1997, the Australian Communications and Media Authority (ACMA) may impose limits or amounts that are able to be recovered in tort for wrongful acts or omissions (of a civil rather than criminal nature) made in the supply of specific carriage services by Telstra.

Telstra is a company and is generally liable to the same extent as other companies are liable for wrongful acts or omissions. In the event that you believe that you have a claim against Telstra relating to your phone service, you must take reasonable steps to minimise or avoid the extent of such loss or damage. Telstra may take into account your failure to minimise or avoid your loss or damage when assessing a claim.

Telstra, like all carriage service providers, is liable to pay damages to a customer for a breach of the Telecommunications Customer Service Guarantee Standard. If you are not satisfied with the amount of payment under Telstra's Customer Service Guarantee scheme, Telstra has a scheme under which you may claim compensation. We assess all customer claims for compensation taking into consideration all factors including alleged financial loss or consequential financial expenditure by the customer, actions taken by us and actions taken by the customer to mitigate their loss or expenditure.

If you require any further information about your rights, it is suggested that you seek independent legal advice. You can also seek non-legal assistance from the Telecommunications Industry Ombudsman (TIO) (www.tio.com.au).