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Level 1: Cadet

Where can i report shocking customer service and lack of action by Telstra?

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I recently built a house on newly registered land in the north west of Sydney. Right in front of my lot there is a Telstra overhead wire and pole (decommissioned now because of NBN) perilously hanging. Not only is it unsightly, but due to it being un-managed for possibly three years now, the pole is now leaning dangerously and could even be termite infested (who's to say). My lot, being a construction site during the build of my house, was always affected by this pole and low hanging wires, but recently i needed landscaping work done, which is when the pole became a real problem. With up to six gardeners and landscapers working around the pole at any point, and shifting soil around the area to level the front yard, the pole possessed a massive occupational risk. My first correspondence with Telstra was on the 20th of July 2018 when i was nearing the end of my build and I've had to constantly call to and beg for updates on my case. (KPIs of calling back really don't matter to Telstra it seems). Two separate Telstra fieldwork specialists have since paid a visit, identified the problem, promised a removal and then disappeared into thin air. I find this utterly unacceptable and deeply disturbing that Telstra has taken my complaint with zero seriousness. Who is to take responsibility if the pole or wires were to give way and damage my property, or worse injure my family members. After more than a month of begging and grovelling (today being the 22nd of August), there is still no action from Telstra and none of my emails have been answered. Where do I go from here?

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Level 25: The Singularity
Level 25: The Singularity
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Re: Where can i report shocking customer service and lack of action by Telstra?

It would be NBN Co's responsibility as they took over what was Telstra's infrastructure when they rolled out. Unless it's actually a private pole on your land, which would mean it's all yours if the wires that are hanging from it aren't connected to anything.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

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2 REPLIES 2
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Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Where can i report shocking customer service and lack of action by Telstra?

It would be NBN Co's responsibility as they took over what was Telstra's infrastructure when they rolled out. Unless it's actually a private pole on your land, which would mean it's all yours if the wires that are hanging from it aren't connected to anything.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

View solution in original post

Highlighted
Level 1: Cadet

Re: Where can i report shocking customer service and lack of action by Telstra?

The pole is actually on council land and no one wanted to bell the cat for a while. I was just informed that someone has come to take the wires down today and the pole is expected to be removed next week, so we have come to a resolution. Still not impressed with the handling of the case though- I'll keep whinging! Smiley Tongue

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