Make a complaint

Need help with your bill?

Sign in to see a detailed break down of your latest bill.

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 notified when we’ve responded.

Don't have the My Telstra app?

Download the app

Lodge a complaint using our online form

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

Lodge a complaint

Other ways to 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

  • 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. 

Who can act on your behalf?

Information about appointing an authorised contact or advocate to act on your behalf.

Additional support services

Support for our Aboriginal and Torres Strait Islander customers

Your feedback is important to us: Good or bad, we'd love to hear from you. 

Priority assistance

We offer assistance to customers with life-threatening medical conditions who rely on a working phone service.

Helping you when times are tough

Depending on your level of urgency, we have flexible options that can help keep you connected.

Other ways to get help

These resources may be useful to you while you wait for a response to your complaint:

Support centre

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.

Download My Telstra app

View your services, pay your bill, troubleshoot tech issues, contact us via messaging and much more.

Multilingual Support

Speak to us in your preferred language. We've got you covered.