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Paws1
Level 1: Cadet

Complaints

I have lodged a complaint and was told a case manager would call with 24 to 48 hours. When I didn't receive a call as promised, I called Telstra again. I was told that my case had been assigned to an agent and that they would call that evening. No call was received. My ADSL line is down. I asked for data for 3 mobile devices for users in my household, so that all users in the household have data until Telstas internet fault was fixed.  I was refused. I was only given 4gb on only one device which was used up in only a few days.  I called for more data when the 4gb was used up and was promised an extra 5gb which I would receive within 4 to 8 hours. I still have not received this data 18 hours later. Not only am I paying for an Internet service that I am not receiving, it is now costing me money in recharging devices so that I at least have data on mobile devices. Does Telstra hava Complaints Resolution Policy?  So far all I get are promises from call centre agents in India. I have been a customer with Telstra since their beginnings. Disappointed. It appears there is a 'no care' attitude.

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8 REPLIES 8
Level 23: Superhero
Level 23: Superhero

Re: Complaints

Case managers usually respond within 3-5 business days.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Paws1
Level 1: Cadet

Re: Complaints

Does Telstra have a 'Complaints Resolution Policy'?

Paws1
Level 1: Cadet

Re: Complaints

Does Telstra have a 'Complaints Resolution Policy'?
Level 23: Superhero
Level 23: Superhero

Re: Complaints

I'm not from the complaints team so I'm not aware of specifics. I know complaints are generally responded to within 3-5 business days and then they work with customers to provide a resolution. To my knowledge there are policies and processes on how complaints are handled and resolved.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
DanU1
Level 2: Rookie

Re: Complaints

This is not true: I made a complaint more than 7 working days now with no feedback from Telstra, and my issue has not been resolved after almost four weeks now!!!

Level 23: Superhero
Level 23: Superhero

Re: Complaints

If you post your complaint SR 1-1 reference number one of the moderators may be able to email your case manager and ask them to call you. Alternatively you can call the complaints team on 13 22 00 and say complaint then provide your complaint reference number to the operator who answers.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Support Team
Support Team

Re: Complaints

Hi @Paws1,

 

 

Are you able to advise of the SR reference number for your formal complaint? Can use that to request follow up for you. 

 

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

Support Team
Support Team

Re: Complaints

Hi @DanU1,

 

Can see that you have previously posted here: https://tel.st/brhl5

 

If you could please keep to the one thread to assist with communication and follow up. 

 

If you are yet to hear from a Complaint Case Manager, can you please advise via that thread? 

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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