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You can lodge a complaint with one of the following options:

• Use our online form
• Post your complaint letter to:
  Telstra Complaints
  Locked Bag 20026
  Melbourne VIC 3001
• Fax your complaint to 1800 753 949
• Contact us by phone or chat

We aim to resolve your issue within 10 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.
 

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.
 

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.
 

If you’d prefer to speak to a Telstra Customer Service Representative in a language other than English, please contact our Multicultural Service Centre.

Accordion 5: Want more information?

Further information on how we handle complaints can be found in our complaints handling process document. This document is also available in the following languages:

• Arabic
• Cantonese
• Mandarin
• Vietnamese