A quick and easy way to lodge a complaint is to message us in the My Telstra app. Your feedback will be picked up and managed by a case manager within one business day. Messaging works just like text messages or email, so you can talk to us when it suits you best.
How to lodge:
Make sure you have your notifications turned on so you’ll be notified when we’ve responded.
Don't have the My Telstra app?
You can also lodge your complaint in one of the following ways:
When you lodge a complaint, our complaints handling process (PDF, 214.9KB) ensures that your issue is acknowledged, reviewed and resolved in a timely manner.
We aim to resolve your issue within 10 business days, if it takes longer, we’ll keep you updated on our progress until we solve it.
If you need to follow up on a complaint you’ve made, but don’t have your case manager’s details, you can contact us to find out more. Give your billing account number or complaint reference number, and we’ll help locate and attempt to connect you with your case manager.
What to expect when you make a complaint and where to get more help.
How to make a complaint about your electricity services, what happens next and steps to take if your complaint is not resolved.
Information about appointing an authorised contact or advocate to act on your behalf.
We offer assistance to customers with life-threatening medical conditions who rely on a working phone service.
These resources may be useful to you while you wait for a response to your complaint:
Our FAQs provide support for most of your product and service questions.
Our complaints team is online Mon-Fri 9am-8pm and Sat-Sun 9am-6pm AEDT. Get in touch during these times to get help faster.
View your services, pay your bill, troubleshoot tech issues, contact us via messaging and much more.
Speak to us in your preferred language. We've got you covered.