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.
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.
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.
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:
Australian Capital Territory
ACAT functions as the energy and water ombudsman for the ACT.
- Phone: 02 6207 1740
- Web: www.acat.act.gov.au
If you’d prefer to speak to a Telstra Customer Service Representative in a language other than English, please contact our Multicultural Service Centre.
This document is also available in the following languages:
- Arabic / العربية complaints handling process (PDF, 325KB)
- Greek / Ελληνικά complaints handling process (PDF, 224KB)
- Indonesian / BAHASA complaints handling process (PDF, 206KB)
- Italian / ITALIANO complaints handling process (PDF, 208KB)
- Korean / 한국어 complaints handling process (PDF, 231KB)
- Mandarin / 中文 complaints handling process (PDF, 198KB)
- Traditional Chinese / 繁体中文 complaints handling process (PDF, 371KB)
- Spanish / Español complaints handling process (PDF, 210KB)
- Vietnamese / Tiếng Việt complaints handling process (PDF, 247KB)
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