Make a complaint
If our service isn't meeting your needs, we want to hear from you.
We're here to help
How can we do better?
The Consumer and Small Business teams at Telstra look after millions of customers across Australia.
We know people trust our services to keep them connected and understand it’s frustrating when things go wrong.
Below, you'll find ways to make a complaint in writing. Or to speak to our complaints team, please call 1800 247 862 (individual customers) or 1800 229 711 (small business) from 8am to 8pm AEST Monday to Friday.
Whenever you report an issue, please provide your name, contact number, account number and a summary of your issue and the product or service it relates to.
How to 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:
- Open the My Telstra app
- Select Get help from the navigation tab bar
- Choose the blue Message us icon
- 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?
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.
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 - Fax your complaint to 1800 753 949
- Contact us on 13 22 00 and say 'complaints'
What happens next?
After you lodge a complaint with us
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.
The Telecommunications Industry Ombudsman
If you’ve lodged a complaint with us and aren’t happy with the outcome, you are able to take the issue to the Telecommunications Industry Ombudsman (TIO).
An external dispute resolution service for residential and small business customers who have an unresolved complaint about their phone or internet service, the TIO is a free service open to all.
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.
Multilingual Support
Speak to us in your preferred language. We've got you covered.
My Telstra app
View your services, pay your bill, troubleshoot tech issues, contact us via messaging and much more.