Contradiction of advertised Complaint form response time

[James002]

I made a complaint using the "Make A Complaint" page (https://say.telstra.com.au/customer/general/forms/Email-Complaint) yeaterday.

I was pleased to see that the page says "we'll be in touch within 2 business days".

I was then disappointed to receive an email to confirm receipt of complaint saying "will be in touch within five business days".

If Telstra cannot always be in touch within 2 days, I could understand that, but then the web page should say something like "we aim to be in touch within two days".

Unfortunately I have experienced a number of instances over the past two months of Telstra saying they will call me back and they haven't.  This just seems like another instance of Telstra saying one thing to make you happy and failing to live up to it.

What is the response time that Telstra actually achieve at least 95% of the time?

[DrQ]

I have personally not had a complaint take over 3 days, most I have seen are within 2 days and only once had it take 3 days

[James002]

Thanks DrQ, but I really wanted to know what Telstra actually achieve or what their goal is and why an emailed statement is different from the one on their web site.

[JesseS · Accepted solution]

@James002 Thanks for pointing out this inconsistency on the complaints form. We will aim to get in touch with you as soon as we can, with the goal being to contact you within 2 days. The maximum time frame would be 5 working days which is mentioned in the email.

I will pass on this feedback so that it can be more consistent between these two communications.

Thanks

[James002]

Thanks Jesse, that was the answer I was looking for.

I think it is worthwhile changing the wording on the website.  It is not until I get upset that I make a formal complaint. Seeing a definite statement that a response will be made within two days contradicted immediately in an automated receipt of complaint just made things worse.

However I have learnt for next time that with any kind of ongoing problem you need to make a formal complaint as soon as you can to get the level of customer service from Telstra that I expect as standard and I have received from many other companies without having to make a complaint.

BTW, it has been 4 business days so far without response on the complaint I was referring to.