Make a complaint

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?

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We’ll acknowledge your complaint within one business day, but it may take a few days to reach a case manager.

Lodge a complaint

You can also lodge your complaint in one of the following ways:

• Post your complaint letter to:
  
  Telstra Complaints
  Locked Bag 20026
  Melbourne VIC 3001
  
  
• Fax your complaint to 1800 753 949
  
  
• Contact us on 13 22 00 and say 'complaints'

When you lodge a complaint, our complaints handling process 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.

Read about the complaints process