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What happens when I make a complaint?

Your feedback is important to us, good or bad. If you’ve had a less than satisfying experience with a Telstra service or product we’d like to hear from you.

 

How do I lodge a complaint?

When you call on 13 22 00 or talk to us on Telstra 24x7 Chat, we aim to resolve your issue on the spot. If that isn't possible, we’ll pass your issue on to our case management team, who'll call you directly.

If you’d prefer to write to us we have the following options:

 

  • Use our online form
  •  
  • Post your complaint letter to:
    Telstra Complaints
    Locked Bag 20026
    MELBOURNE VIC 3001
  •  
  • Or fax your complaint to:
    1800 753 949

 

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.

 

How do I follow up an existing complaint?

If you need to follow up on a complaint you’ve made, but you don’t have your case manager’s details, give us a call on 13 22 00 and say ‘Complaint’.

Give your billing account number or complaint reference number to the representative, and they’ll 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.

 

Do you have translating and interpreting 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.

 

Want more information?

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

 

 

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