Make a complaint
Lodge a complaint in the My Telstra app
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:
- Tap the “Get help” tab
- Tap the blue speech bubble
- Message us with ‘I would like to make a complaint’ to begin the process
Make sure you have your notifications turned on so you’ll be notifed when we’ve responded.
Don't have the My Telstra app?
Lodge a complaint using our online form
Other ways to lodge a complaint
You can also lodge your complaint in one of the following ways:
- Post your complaint letter to:
Locked Bag 20026
Melbourne VIC 3001
- Contact us on 13 22 00 and say 'complaints'
What happens after you lodge a complaint with us
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.
Important info about lodging a complaint
How Telstra complaints are handled
What to expect when you make a complaint and where to get more help.
How Telstra Energy complaints are handled
How to make a complaint about your electricity services, what happens next and steps to take if your complaint is not resolved.
Who can act on your behalf?
Information about appointing an authorised contact or advocate to act on your behalf.
Additional support services
We offer assistance to customers with life-threatening medical conditions who rely on a working phone service.
Other ways to get help
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.
Send us a message
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.
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