Feedback & complaints

Make a complaint

It may take us longer than usual to take your call

Due to an increase in global containment measures, Telstra’s contact centre workforce has been reduced. This means there will be longer wait times for customers contacting us via phone.

You can get help quickly and easily in the My Telstra app where you’ll be able to manage your services and payments, check for outages, track orders, get support and more. You can also visit our Support centre for FAQs.

Thanks for your patience as we work through this. 

The latest Coronavirus updates for our customers

Ways we can help

If you notice a charge you don't recognise, you can dispute it in the My Telstra app or in Telstra 24x7 My Account.

Query my bill

If a bill comes in and it's going to be hard to pay, we can help. We offer flexible payment options if you're experiencing difficulties.

Learn more

If you’re having trouble connecting to the network, you can check for planned works or possible service outages.

Check for outages

Our smart troubleshooting tool can help you diagnose and fix common problems, saving you time from contacting our support team.

Fix an issue

If you’d like to keep track of the progress of your order or check the status of your delivery, you can do this online.

Track my order

Lodge a complaint in the My Telstra app

While we strive to deliver world-class service to our customers, we aren’t perfect and understand that at times we get things wrong.

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.

Simply 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.

Message us in the app

Don’t have the My Telstra app?
Follow the instructions below to download it now.

Download or open the app

Download or open the My Telstra app.

Get help

Tap on the Get help tab in the bottom bar.

Message us for a quick response

Tap the blue speech bubble to send us a message.

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Get the My Telstra app

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If you’re unable to use the app, you can lodge your complaint in one of the following ways: 

  • Use our online form to lodge your complaint. We'll acknowledge your complaint within one business day, but it may take a few days to reach a case manager
  • 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

What happens next?

When you lodge a complaint, our complaints handling process ensures that your issue is acknowledged, reviewed and resolved in a timely manner. 

Find out more

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