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".
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.
If we’re still unable to resolve your complaint to your satisfaction, you can contact theTelecommunications Industry Ombudsman (TIO). The TIO is an office of last resort for complaints about telecommunications services.