Telstra is committed to achieving customer service excellence. To this end, we're 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 (ACMA).

The CSG Standard specifies certain requirements to which carriage service providers (including Telstra) must adhere to in relation to the provision and repair of Standard Telephone Services and appointments associated with these activities.

Mobile service commitment

Telstra has also implemented a customer service commitment for mobile phone services.

Enquiries

How to contact Telstra?

To make a service guarantee enquiry in relation to the connection of your Standard Telephone Service, including a missed appointment, call us on:

  • 13 2200 (residential services) 
  • 13 2000 (small business services)

To make a service guarantee enquiry in relation to a fault on your Standard Telephone Service, including a missed appointment, call us on:

  • 13 2203 (residential services)
  • 13 2999 (small business services)

TTY users can contact us on the above numbers via the National Relay Service 133 677 (TTY).