I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
—
Frances Anne
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Telstra Complaints
The best way to resolve complaints with
Telstra
Telstra is Australia's biggest telecommunications provider, with around 50% market share for both NBN services and mobile services. With so many customers, it's no surprise Telstra also deals with lots of complaints. Telstra makes up more than 50% of complaints to the ombudsman.
COMPLAINTS SENT THROUGH AJUST
Slow wifi access
Unresolved
Sent
Slow wifi access
Frances Anne
•
Disrupted internet service
Outcome Sought
Apology
Compensation
Other
Banned from accessing network
Unresolved
Sent
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
—
Peter
Banned from accessing network
Peter
•
Disrupts ability to make calls
Outcome Sought
Apology
Compensation
Other
Disruption of service
Unresolved
Sent
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
—
John
Disruption of service
John
•
Unable to work from home
Outcome Sought
Apology
Compensation
Other
Lack of phone service
Unresolved
Sent
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
—
Joseph
Lack of phone service
Joseph
•
Affects communication for personal and professional purposes
Outcome Sought
Apology
Compensation
Other
Ownership transfer of number
Unresolved
Sent
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
—
Elen
Ownership transfer of number
Elen
•
Significant inconvenience for communication
Outcome Sought
Apology
Compensation
Other
Service disruptions
Unresolved
Sent
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
—
Lorraine
Service disruptions
Lorraine
•
Had to purchase backup phone
Outcome Sought
Apology
Compensation
Other
Poor service after 3G discontinuation
Unresolved
Sent
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
—
Simon
Poor service after 3G discontinuation
Simon
•
Disrupts daily communication and multimedia usage
Outcome Sought
Apology
Compensation
Other
Lack of service on SIM card
Unresolved
Sent
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
—
Max G
Lack of service on SIM card
Max G
•
Significant inconvenience and anxiety
Outcome Sought
Apology
Compensation
Other
Calls dropping out
Unresolved
Sent
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
—
Wayne
Calls dropping out
Wayne
•
Inconvenient and embarrassing
Outcome Sought
Apology
Compensation
Other
Telco
Service not as explained
Unresolved
Sent
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
—
Maxine
Service not as explained
Maxine
•
Service wasn't as I understood it was explained. I would like to return the device and cancel any charges.
Outcome Sought
Apology
Compensation
Other
how to RAISE a complaint with
Telstra
The best way to resolve an issue with Telstra
WE SUGGEST
Despite telcos operating on modern infrastructure, things do occasionally go wrong. Whether you can’t call your partner due to an outage, or you get overcharged on a bill, Ajust is here to make it easy to send your complaint so that you can get a resolution.
People love to give Telstra a hard time, but in our experience their customer service is actually better than many telcos. Understanding Telstra's complaint process can increase your chances of getting a great result. Here are some things to keep in mind:
- If you contact Telstra by email (or through Ajust), Telstra will send a well-structured response acknowledging your complaint and providing a case reference number.
- When Telstra sends an email about a complaint, they generally include the case reference - making it easier for you to keep track of your complaint.
- Most emails from Telstra include the name and employee number of the team member looking after your complaint. But the Telstra team is so big, don't expect to see the same name again if you have another complaint!
We tell you how to make a complaint about your mobile or internet service, whether you're with the big 3 (Telstra, Optus and TPG) or one of the many other smaller players. We also fill you in about the main issues facing telco consumers, like slow internet speeds and dropouts, damage to NBN equipment, faulty installation, poor customer service and delays.
We give you easy steps to raise a complaint with Telstra - whether your issue is about internet dropouts, slow NBN speeds, delays connecting your new Telstra service, poor mobile reception, bad experiences with Telstra's customer service team or any other problem you need solved by Telstra.
How to complain to Telstra
Before making a complaint to the Telecommunications Industry Ombudsman, you must first try to resolve your complaint with your telco. Ajust’s platform guides you through a quick and easy process to ensure that all of the right information is sent to the business to ensure that you get a resolution. Here are some things you can consider before getting started.
In our experience, Telstra is pretty fast and practical at resolving customer complaints if you approach them in the right way. Here are some easy steps you can follow to get your Telstra complaint resolved. Remember to raise your complaint with Telstra first (either yourself or through Ajust) before you try to take your issue to the Telecommunications Industry Ombudsman.
01
Describe the issue and how it affected you
Explain what's happened with Telstra
Explain what went wrong such as slow internet speeds or an unfair price increase and how the issue has affected you so that your telco understands the impact.
Tell Telstra the main issue you're complaining about (like poor internet or unexpected fees) and how the issue has impacted you as a Telstra customer.
02
Consider how you’d like your telco to resolve your complaint
Let Telstra know what outcome you want for your complaint
Help your telco by sharing what they can do to make it up to you, for example a replacement modem or a credit on your next bill.
It's easier for Telstra to resolve your complaint if you're clear about what result you want. Be reasonable in what you're asking for - Telstra is more likely to give you a month of credit for slow internet, rather than a large amount of compensation for a small connection issue.
03
Gather any materials that support your complaint
Strengthen your Telstra complaint with evidence
Make sure you have any files handy that will help your telco understand your complaint, such as a bill or a screenshot of a speed test.
Think about how you can convince Telstra that your complaint is real and should be resolved fast. Maybe you can send a record of a speed test showing your Telstra internet is slower than what you're paying for or send them a recent bill showing excessive charges.
04
Fast and Easy
Use Ajust to raise a complaint directly with
Telstra
We handle everything for you, get started for free.
How to contact
Telstra
Email
Available for Ajust members.
Complaint Policy
www.telstra.com.au/content/dam/tcom/personal/help/pdf/telstra-complaint-handling-process.pdf
Details missing. Help fill in the gaps.
Common issues related to Telstra
GET HEARD, GET A RESOLUTION
Resolving issues with Ajust
Ajust makes it simple to get the answers you deserve. Our platform resolves complaints in three easy steps!
Tell your story
You’ve experienced an issue with a business and you want a resolution. Ajust asks the right questions about what happened, so your story gets heard. It only takes a few minutes.
Submit your complaint
Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.
Get your resolution
The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you explore other options for an outcome.
FAQs
You can also learn more about Ajust here.
Who can use Ajust?
Ajust can be used by any Australian consumer to resolve complaints with any Australian businesses.
How much does it cost?
Nothing! It's free for consumers to use Ajust. Consumers can upgrade to a paid version of our platform if they need to take more action or want to get faster results.
How does Ajust make money?
Consumers and businesses can pay Ajust for extra support to resolve complaints.
Is Ajust independent?
Ajust is an independent business that operates separately from the businesses listed on our website. Our priority is helping consumers resolve their complaints, because we believe that is good for consumers and good for businesses. Ajust is also separate from government, ombudsmen and regulators.
Is it better to complain through Ajust?
Much better! Ajust makes the process easy for you by collecting the right information, sending your complaint to the right place, following up with the business and much more. And it's free for consumers to get started.
Others resolving complaints with Ajust
Still waiting on a fix? Take matters into your own hands.
Ajust helps you file a professional complaint that gets routed to the right place.
Businesses like
Telstra
Find out how these providers resolve complaints. Can’t find a provider? You can still make a complaint.
