Telstra provides this app subject to the terms and conditions below, the Telstra terms of use ( and privacy policy ( Your use of the app is subject to you accepting those terms.

Purpose of the app

The Employee Complaint Referral Process is to be used for Telstra staff when they or their friends of family have an issue or complaint regarding their Telstra service, and only after the normal front of house channels have been used to try to resolve the issue.

When a family member or acquaintance tells you of a problem they have experienced with Telstra, check first that they have attempted to resolve this through the normal front of house channels. If the issue or query has not been resolved through the normal front of house channels, you can use this app to arrange for someone from the Telstra complaints team to contact the customer.

This app is not to be used for general staff enquiries or sales leads/enquiries.

Information that you will need to use this app

To use this app, you will need to log in using your Alias (b/c/d number) and your phone number. If you have an email address in the system, you will also be sent an email to your corporate address to confirm that you wish to use this app with a particular device.

Once you have logged in to the app, to raise an issue or a complaint using the app you will need to know the customer’s full name, and an email address or phone number linked to the account, If the customer has their account number, include that too. You will also need to provide a short summary of the issue or complaint.

No more than three simultaneous installations allowed

You may install this app on up to three devices that you own or have a right to use, including your official service. You will be responsible for all use of the app on those three devices.

App for use by Telstra staff only

This app is made for use by Telstra staff only. You may not provide access to the app to anybody who is not a Telstra employee, nor assist or facilitate any person who is not a member of Telstra staff to download, install or use the app.

Note, while you are logged in to the app, anyone with access to your device will be able to use the app.

When you cease to be a member of Telstra staff, you must cease using this app, and delete any copies of the app that you have downloaded or installed.

Intellectual property

All intellectual property rights in this app belong to us or our licensors. You mustn’t do anything with the app which is not expressly authorised under these terms and conditions.

App provided “as is”

This app is provided “as is”. While we will use reasonable care in providing the app to you, we can’t guarantee that the app will always be free from faults. We don’t make any warranties about this app or your use of it. To the extent permitted by law, we exclude all liability arising from or in connection with this app.

Governing law

These terms and conditions are governed by the laws of the State of New South Wales, Australia.

If on an Android device

We are responsible for the app (not Google). Google has no obligation to provide support for the app or to address any claims relating to the app. To be able to use this app you will need to change your devices settings to allow the installation of unknown or 3rd party applications. Please disable this setting again once you have installed the SNAPP app.

If on an iOS device

Telstra is responsible for the app (not Apple). Apple has no obligation to provide support for the app or to address any claims relating to the app. However, Apple and its subsidiaries are third party beneficiaries of these terms and conditions. Apple may right to enforce these terms and conditions against you as a third party beneficiary.

  • Note: The app will not be available on Google Play or the Apple app store.