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Make a complaint

Sorry to see you here - something must’ve gone wrong for you to visit our complaints page. You can file your complaint online, or by phone, fax or letter. For your convenience, we have outlined our procedures so that you know what to expect from us.

How to lodge your complaint with Telstra

You can make a complaint online, or by phone, fax or letter.

By Calling: Fax to: By writing to:
13 2000 and say Complaint
Disability Enquiry Hotline
1800 808 981 (TTY)
1800 753 949 Telstra
Locked Bag 20026
Melbourne VIC 3001

What we aim to do when you make a complaint

When you call Telstra, the consultant that answers your call will aim to resolve your issue with you on the spot.

When you submit a complaint online, fax or write to us we aim to acknowledge emails and letters 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 will provide you with updates of our progress so that you are aware of what is happening with your complaint.

We will aim to provide you with a resolution to your complaint within 15 business days of you raising it.

If you would like further investigation

If you are not satisfied with the resolution or the investigation of your complaint it will be escalated to the next level of management, or 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.

Telstra asks that if you do have a complaint, you give us the chance to resolve it before going to the TIO.

If you contact the TIO in relation to a complaint, please provide the TIO with your Telstra complaint reference number (supplied to you when you initially raised the complaint with Telstra).

Stop Telstra telemarketing calls

If you do not want to receive Telstra telemarketing calls, please call us on 1800 039 059 between 9am and 7pm EST Monday to Friday (excluding public holidays) to opt-out.

You can also obtain information about Telstra’s opt-out process on this number.

If you are receiving unsolicited marketing calls from other companies and you would like to explore your options for reducing these, please look into the Do Not Call Register.

Further Information

You can read more about our complaints handling procedure in our complaints handling process document.

The document is also available in the following languages:

Arabic

Korean

Cantonese

Mandarin

Greek

Spanish

Indonesian

Vietnamese

Italian