What happens to my issue once it’s been submitted through SNAPP?
We send issues lodged through SNAPP to our team of experts, the Telstra Employee Referral team. This team, based out of our 717 Centre of Excellence in Melbourne, is highly skilled and solve complex issues for our customers. They will contact you or your nominated customer within 2 business days.
How long will it take to resolve my SNAPP?
Each issue lodged through SNAPP will have a different resolution time depending on the complexity. Your case manager will contact you within 2 business days from submitting your issue and give you a better understanding of how long it might take to resolve your problem.
Can I track the progress of my SNAPP?
Yes! We update the status of our snapped issues in the app as well via email updates to the submitter.
We give you updates:
- When you submit your SNAPP.
- When there is a Case manager assigned and working on your case.
- When you or your customer has had the first contact made.
- When the case manager has identified a fix and is implementing it.
- When the SNAPP has been closed off.
Who is the SNAPP team?
The team of experts that look after our SNAPP issues, are the Telstra Employee Referral (TER) team. The TER team are based out of our Centre of Excellence at 717 Bourke St, Melbourne. The team are a highly skilled, cross-functional bunch that look after our most complicated issues, such as TER and TIO referrals.
I haven’t heard back, how can I escalate my SNAPP?
If it has been more than 2 business days since you lodged your SNAPP, you can send us an email at ! TER to request an update.