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

When you write to us online, in the post or by fax, we'll 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 to make a complaint

  • Use our online form
  • Talk to us 13 22 00
  • Post your complaint letter to:
    Telstra Complaints
    Locked Bag 20026
    MELBOURNE VIC 3001

    Or fax your complaint to:
    1800 753 949

Want to follow up an existing complaint?

If you wish to follow up on a complaint you have made, but you do not have your case manager’s details, call 13 22 00 and say ‘Complaint’. Then give your billing account number or complaint reference number to the representative, and they will locate and attempt to connect you with your case manager.

Want to take it further?

If you tell us you’re not satisfied with the resolution or the investigation of your complaint, it will be reviewed by a Case Manager in a specialised customer relations area.

The manager of your complaint will deal with you personally 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 to opt-out of telemarketing calls?

If you don’t want to receive Telstra telemarketing calls, you can opt out by calling us on 1800 039 059 (9am - 5pm EST Mon to Fri, excluding public holidays).

You can also find out more about Telstra's telemarketing opt-out process on that number.

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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