Complaints
Sorry to see you here. Something must have gone wrong for you to come to our complaints page. If you're a consumer customer and you'd like to visit Live Chat before proceeding with your complaint, we may be able to solve your problem quickly. Our dedicated team of specialists are on hand 24x7.
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Complaints
If you need to, you can make a formal complaint using the appropriate option below. If you are Business customer, please make your
complaint here.
By email
Select the link below to launch our complaints form.
By phone
Consumer customers please call us on 13 2200 and say "complaint". Sales and support are available day and night, so it's easier to talk to us when it suits you best.
By letter
Send us a letter addressed to:
Telstra Locked Bag 20026
Melbourne VIC 3001
By fax
Send us a fax to:
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 email or write to us we aim to acknowledge emails, letters and faxes 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 resolve 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 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 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
Further information on how we handle complaints can be found in our complaints handling process document (PDF, 640kB)
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