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Lodging a complaint with Telstra

What can I do if I have an unresolved problem with my Telstra account?


We understand that sometimes things can go wrong, and that this can be a frustrating situation. Whether it's a billing or payment issue, service fault, unsatisfactory email reply or something else - we want to know so we can understand the problem and sort it out.

 

If you’re not happy with any Telstra service or product, including nbn™, you can lodge a complaint to ensure that your issue gets acknowledged and reviewed.

 

 

How to make a complaint


We know it can be frustrating to call back when you've already contacted us and encountered a problem. We often find a simple misunderstanding with a consultant can be resolved quickly in these situations.

 

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.

 

Phone: Call the appropriate number below and say "complaint".

All Telstra services: 13 22 00
Calls from outside Australia: +61 2 9396 1193
Voice calls from people with a disability: 1800 068 424
TTY calls:   1800 808 981

 

Or, if you’d prefer to write to us:

Online: Complete our online complaints form.

 

Mail: Post your complaint letter to:
Telstra Complaints
Locked Bag 20026
MELBOURNE VIC 3001

 

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.

 

If you would like further investigation from Telstra

 

If you are not satisfied with the resolution or the investigation of your complaint, it will be escalated to the next level of management, or 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 have been offered.

 

Further assistance

 

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.

 

Further information on how we handle complaints can be found in our complaints handling process document (PDF).

Version history
Revision #:
14 of 14
Last update:
August
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