Great customer service is our thing. But sometimes, we don’t meet our targets. When you expect more from us, we’d like to know:
Personal account call on: 132 200 or Business customers call on: 132 000 and say 'complaint'.
Write to or fax us
Letters can be sent to:
Locked Bag 20026
Melbourne VIC 3001
Fax: 1800 753 949
When you call Telstra, the consultant who answers your call will aim to resolve your issue with you on the spot.
When you write to or fax us we aim to acknowledge letters and faxes within one business day of receipt.
If we need to investigate your complaint further, we aim to resolve it, or tell you what we're doing to resolve it, within five business days. We'll also provide you with a reference number for your complaint.
While your complaint is being investigated, we’ll provide updates of our progress so you’re aware of the status of your complaint.
We will aim to resolve your complaint within 15 business days of you raising it.
If you are not satisfied with the resolution or the investigation of your complaint it will be reviewed by a Case Manager in a specialised customer relations area. The manager of your complaint will deal with you personally to discuss your complaint and the resolutions you have been offered.
If we remain unable to resolve your complaint to your satisfaction you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is an office of last resort for complaints about telecommunications services.
If you do not want to receive Telstra telemarketing calls, please call us on 1800 039 059 (9am - 7pm EST Mon to Fri, excluding public holidays) to opt-out. You can also obtain information about Telstra's telemarketing opt-out process on this number.
Further information on how we handle complaints can be found in our complaints handling process document (PDF)
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