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Hitchslap1990
Level 2: Rookie

Telstra cover pit

I have placed numerous complaints regarding injury caused by poor maintenance to a Telstra pit cover.

 

SR1-1516884479701 - Complaint reference raised by a Telstra agent

SR1-1516833817370 - Complaint raised by a representative from Brisbane city council to lodge a fault 

SR1-1516591806874 - Complaint lodged by myself prior to being provided a complaint reference from Telstra.

SR1-1516691743341 - Complaint lodged using CEO office

  

On the 04.05.2018 as I was on my way to work, I was walking on the footpath I stepped onto a flat Telstra pit cover which then collapsed causing my right foot to fall into a hole and become lodged by a heavy pit cover. Thus fracturing my right foot. As I fell my head hit the floor and I hit my right elbow and my right hand and my foot was swollen which I later found out it was fractured. Im now in a cast and have to walk using crutches.

 

As I was next to work when this happened I went to the hospital after work and they advised me I have fractured my right foot due to this injury. I'm speaking to a lawyer regarding this issue and I'm still waiting for the call back from Telstra within 24 hours.

 

I have attached pictures via two email addresses one of which is resolutions@team.telstra.com which I was provided but I keep getting failed to send confirmations.

 

I can provide hospital details also including information from my work and agency regarding forms filled due to the injury caused by the Telstra pit cover not being secured properly. There was no warnings, no barriers and no evidence of any damage until I stepped on it. It appeared as if it was a normal pit cover until someone (Me) stepped on it and then the thing just flipped as if it was resting on a fulcrum. (Kind of like a seesaw).

 

Ironically my Telstra phone was damaged due to this and thus after leaving hospital I had to walk home as my phone had died. Luckily a kind person saw me and picked me up as I was unable to call a taxi.

 

Its a health and safety hazard, I’ve been severely hurt and I now have to taxi to work every day instead of walking which will cost me more money. Including time off for going to the hospital. I was in hospital from 20:00pm (04/05/2018) – 12:30am (05/04/2018) in the morning and didn’t get back until around 01:00am all because your technician couldn’t be bothered to do his job properly.

 

I have called up on numerous occasions and have been advised that they will transfer me to a complaints handler only to be placed back in the queue to then re-explain myself all over again.

 

There was metal mesh wire sticking out inside the hole underneath the pit cover which has grazed my foot but if my foot fell just to the right I could have been impaled by a rusty metal rod. 

 

If a child or an elderly person fell in they could have been seriously injured or worse. After calling the Brisbane city council they advised me to complain to you as it is a Telstra pit cover. The representative from Brisbane city council visited the pit cover after I contacted them and spoke to Jason and they placed a barrier around it.

 

I can no longer walk, jog, swim or go to the gym and I cant even go to the shops. My family do not live in Australia so I cant rely on them. Furthermore I wanted to see my friend as his nan is ill and I cant even go to see him as Im essentially bed bound. 

 

I am writing on here as well as all the other channels as all the forums I have read illustrate that Telstra will drag this out for as long as possible. Believe me when I say this wont be happening. I want this resolved swiftly.IMG_20180505_011621.jpgFractured right footIMG_20180504_111204.jpgStreet with pit cover after i had fell down it. It was flat prior to thisIMG_20180504_111156.jpgClose up of Testra pit coverIMG_20180504_111149.jpgClose up of telstra cover pit what was belowIMG_20180504_105335.jpgTelstra pit cover, clearly see repairs are not up to standard

 

David

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7 REPLIES 7
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra cover pit

My understanding is now the handover of the copper to nbn means that they would have to then forward the complaint to nbnco to be resolved. So that in itself may cause extra delay, also submitting multiple complaints is likely to result in multiple case manager being assigned and that is likely to cause duplication rather than simplification.

Typically one of the staff here though can try contact the case manager to have them follow up with you, so might be able to do that in this case too.
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Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra cover pit

If you have made the complaint on Friday, more then likely you won't get a response until sometime mid to late next week as there is generally a 3-5 business day response time

 

 

https://www.telstra.com.au/support/category/account-billing/manage-account/our-complaints-handling-p...

I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale
Telstra (Retired)
Telstra (Retired)

Re: Telstra cover pit

Hi Hitchslap1990, 

I'm really sorry to read about this, this is extremely concerning and I want to ensure that it is addressed as soon as possible. 

I've urgently escalated all the details that you have provided above to the relevant teams so that this can be investigated and resolved as soon as possible, you should be contacted early this week. 

If you have any issues at all, please let me know. If you would prefer, you're also able to discuss any details with my privately via the "send a message" button on my profile. 

Let me know how everything goes, 

Jesse

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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Hitchslap1990
Level 2: Rookie

Re: Telstra cover pit

I very much appreciate your response Jesse.

I believe I have provided most of the details besides the emotional and physical burden. I very much enjoy being independent but even buying food has turned into a burden. I will allow time for your response but I appreciate you escalating this for me.
Telstra (Retired)
Telstra (Retired)

Re: Telstra cover pit

I completely understand, my sincere apologies again for the situation. 

I just wanted to let you know that I've received confirmation from the relevant teams that they're looking into this, and we will be in contact as soon as possible to follow up from here. 

Please don't hesitate to get back in touch with me if you need any further assistance. 

Jesse

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Hitchslap1990
Level 2: Rookie

Re: Telstra cover pit

I did not accept this as a solution. The complaint is still on going therefore not resolved. I did not accept this so please do not decide when this has been resolved. Please leave as unresolved until I say so.
Telstra (Retired)
Telstra (Retired)

Re: Telstra cover pit

Absolutely - Definitely understand that this has not been resolved yet, you won't be prevented from following up at any stage, we're available 24/7 and more than happy to help. 

Our team will be in contact soon, and if you need any further assistance please let me know. 

Jesse

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

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