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.
Want more information in another language?
If you’d prefer to speak to a Telstra Customer Service Representative in a language other than English, please contact our Multicultural Service Centre.
Our complaints handling process is also available in the following languages:
- Arabic العربية complaints handling process (PDF, 217KB)
- Greek Ελληνικά complaints handling process (PDF, 243KB)
- Indonesian Bahasa complaints handling process (PDF, 172KB)
- Italian Italiano complaints handling process (PDF, 165KB)
- Korean 한국어 complaints handling process (PDF, 274KB)
- Mandarin 普通话 complaints handling process (PDF, 368KB)
- Spanish Español complaints handling process (PDF, 174KB)
- Vietnamese Tiếng Việt complaints handling process (PDF, 237KB)
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