What happens when I make a complaint?

If you’re not happy with any Telstra service or product, you can lodge a complaint to ensure that your issue gets acknowledged and reviewed.

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    How do I lodge a complaint?

    Get in touch with us if you'd like to lodge a complaint. We aim to resolve your issue within 15 business days. If it takes longer, we'll keep you updated on our progress until we solve it. You can contact us to follow up on your issue.

    How do I follow up an existing complaint?

    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.

    What if I want to take my complaint further?

    If you tell us you're not satisfied with the resolution or the investigation of your complaint, it'll be reviewed by a Case Manager in a specialised customer relations area. The manager of your complaint will deal with you directly to discuss your complaint and the resolutions you've been offered.

    If we're still 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.

    Complaint regarding Energy

    Most states offer a free and independent Energy & Water Ombudsman Scheme. This is a service external to Telstra that can provide free information, advice and assistance to customers. 

    If your matter has been escalated through our complaints handling process and you still don't feel it has been satisfactorily resolved, you can have your situation reviewed by the relevant Energy Ombudsman Scheme in your state. 

    Contact details for the Ombudsman in your state:


    Energy and Water Ombudsman NSW


    Energy and Water Ombudsman QLD

    South Australia

    Energy Industry Ombudsman SA


    Energy and Water Ombudsman VIC

    Australian Capital Territory

    ACT Civil & Administrative Tribunal (ACAT)

    ACAT functions as the energy and water ombudsman for the ACT.

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