Customer service approach
Customer service commitments
We aim to provide each customer with a personalised, seamless experience that makes it easier for them to manage their lives.
Learn about how the Telecommunications Consumer Protections Code applies to Telstra and other relevant telecommunications service providers and provides a range of benefits and safeguards for consumers.
Priority Assistance is a free service designed to help customers who have (or are living with someone who has) a diagnosed life-threatening medical condition, and whose life may be at risk without access to a fully-operational phone service.
Universal Service Obligation
The Universal Service Obligation 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.
Network Reliability Framework
Telstra prides itself on its level of service and this website presents the latest monthly data showing you the reliability of Telstra's network nationally and across 44 metropolitan and regional areas.
Regional service performance
Every quarter, we publish information about our performance in connecting and maintaining telephone services in regional Australia.
Customer Service Guarantee
We are committed to upholding the legislated Telecommunications (Customer Service Guarantee) Standard 2011 ("the CSG Standard"), as amended and issued by the Australian Communications and Media Authority.
Exemptions from Customer Service Guarantee Performance Standards
An exemption from complying with a performance standard may be temporarily activated when things happen beyond our control that mean we can't connect or fix faults to standard telephone services in our usual timeframes, or even keep appointments.