Had an issue with Telstra? Get a real response.
Telstra is one of the biggest telecommunication companies in Australia, servicing mobile phones, plans, NBN internet, home internet and more.
When registering a complaint with Telstra, there are a few different avenues to get your issue resolved. The most common and effective way is through the My Telstra app. To submit a complaint, you can type in the chat "I would like to make a complaint” and you will be connected directly with the dedicated Telstra complaints team. Other ways to contact Telstra about your complaint are through their online forms, through the phone (13 22 00 and when prompted say “complaints” to reach Telstra’s complaints department), in-store and by sending a letter (Locked Bag 20026, Melbourne VIC 3001).
When lodging a complaint, Telstra aims to resolve the issue within one business day, otherwise after 10-15 business days of no contact, you are welcome to take the issue to the Telecommunications Industry Ombudsman (TIO), which will escalate the complaint further. But once a complaint is resolved Telstra will confirm the fix, whether that be a bill adjustment, refund, or technical repair.
The most common complaints that come through from Telstra customers are in regards to billing errors, slow internet, NBN delays, and poor customer service. Customers also often get charged with international roaming fees or cancelled services.
How to submit a complaint with Telstra
- My Telstra App: Open the app and click “Get Help” to start a chat, and type “I would like to make a complaint” to contact the Telstra Complaints team.
- Online Form: Submit your complaint via Telstra’s Make a Complaint page and follow the prompts to ensure that the all details of the issue are submitted.
- Call Customer Service: Call 13 22 00 and when prompted say “complaints” to reach Telstra’s complaints department.
- In-Store: Visit a Telstra store and ask a staff member to lodge a complaint on your behalf.
- By Mail: Send a letter to Telstra Complaints, Locked Bag 20026, Melbourne VIC 3001.
Telstra aims to answer complaints within one business day and assigns a case manager to handle the issue.
- Case Manager Assigned: A dedicated resolution specialist is assigned to your case.
- Investigation & Updates: Telstra reviews account details and contacts you for more info if needed.
- Resolution Timeline: Most complaints are resolved within 10 business days. Complex cases may take longer, with updates provided from Telstra.
- Communication Methods: Telstra will follow up via phone, email, or in app chat.
- Final Outcome: If a resolution is agreed upon, Telstra will confirm the fix, such as a bill adjustment, refund, or technical repair.
Common complaints against Telstra
- Billing Disputes: Overcharges, incorrect fees, or charges for cancelled services and international roaming.
- Service Faults: Poor reception, slow internet speeds, or outages.
- Delayed Connections: NBN installation delays or technician no shows.
- Customer Support Issues: Long wait times, poor communication, or difficulty reaching the right department.
- Account or Contract Problems: Unexpected fees, early termination charges, or disputes over plan changes.
Telstra complaints submitted through Ajust
Telstra marked my mobile number as ‘temporary’ during a landline fix over a decade ago, and now I can't add my Apple Watch. They say the only fix is to cancel my plan and get a new number. This was their mistake, and I’m the one paying for it. - Monica
I bought a power unit using Telstra Rewards, but the lead didn’t fit. So when I returned it, they accused me of damaging it and refused a replacement. I was following their process and still got blamed. - James
I’ve always paid my Telstra bills manually, but now the payment page won’t load and they’re pressuring me to sign up for auto pay. I’ve had serious health issues and need reliable service, not barriers and stress. - Thomas
Telstra flagged my account and won’t activate a prepaid SIM, even after I sent my ID, a letter from my real estate agent, and bank statements. They keep rejecting it without clear reasons. I’ve got nothing left to give. - Steven
How other consumers Telstra complaints got resolved
Billing Issue Resolved via Escalation
- A customer was charged a $500 early termination fee by mistake.
- They escalated the complaint via Telstra’s online form and mentioned the Telecommunications Industry Ombudsman (TIO).
- Telstra quickly assigned a case manager who waived the fee and corrected the billing error.
Technical Fault Resolved with Compensation
- A landline fault left a customer without service for two months.
- After filing a complaint, Telstra sent a technician and resolved the issue.
- Telstra reimbursed $113 to the customer for the service downtime and replaced their faulty phone.
International Roaming Charges Reversed
- A customer was incorrectly billed $60 for international roaming they never used.
- They disputed the charge via Telstra’s app chat and received a refund within 48 hours.
- Ask for a Supervisor: If you’re unhappy with the response you can request that your complaint be escalated to a manager.
- Case Management Review: Request a second opinion or a review by Telstra’s Customer Advocate team.
- Telstra’s Dedicated Complaints Team: If the issue can't be resolved, there are higher tier teams at Telstra that can handle more complex cases.
- Priority Assistance: Urgent escalation can be provided to those who require disability assistance, are experiencing financial hardship, or are involved in a life threatening situation (e.g. a medical device relies on a Telstra service).
If Telstra does not resolve your complaint within 10-15 business days, you can take your issue to the Telecommunications Industry Ombudsman (TIO).
Telecommunications Industry Ombudsman (TIO):
- Website: www.tio.com.au
- Phone: 1800 062 058 (free call)
- Use for: If Telstra has not resolved your issue after 10 business days.
Australian Competition & Consumer Commission (ACCC):
- Website: www.accc.gov.au
- Use for: Reporting misleading conduct, unfair contract terms, or systemic issues.
State Consumer Protection Agencies (Fair Trading):
- NSW Fair Trading: 13 32 20 (www.fairtrading.nsw.gov.au)
- Consumer Affairs Victoria: 1300 558 181 (www.consumer.vic.gov.au)
- Similar agencies exist for QLD, WA, SA, NT, TAS, and ACT.
- Make a Complaint – Official Telstra complaints page.
- Telstra Contact Us – Phone, chat, and in-store locations.
- TIO – Lodge a Complaint – Telecommunications Ombudsman site.
- ACCC – Consumer Complaints – Information on consumer rights.
Telstra Complaints FAQs
What is the quickest way I can lodge a complaint with Telstra?
The quickest way to lodge a complaint with Telstra is through the My Telstra app chat. Open the app, select “Get help,” and type “I would like to make a complaint” to be connected directly. This skips phone queues and lets you keep a written record, which is great for consumers on the go and for consumers who want it handled quickly.
What happens after I submit a complaint to Telstra?
After you submit a complaint, Telstra assigns a case manager within one business day. They’ll investigate your issue, contact you if needed, and aim to resolve it within 10 business days. You’ll get updates by phone, email, or chat, and any resolutions (e.g. refunds or service fixes) will be confirmed in writing.
How can I escalate my complaint if Telstra isn’t resolving it?
If Telstra isn’t resolving your complaint, you can ask for a supervisor or contact the Customer Advocate team. You can also raise your issue with the Telecommunications Industry Ombudsman (TIO) after 10 business days with no response. Mentioning the TIO often speeds things up-especially for billing errors, service faults, or hardship cases.
What are the most common complaints people have with Telstra?
The most common Telstra complaints involve billing errors, slow internet, NBN delays, and poor customer service. Customers also report issues with international roaming fees and being charged for cancelled services. These problems are often fixable, but only if lodged clearly and followed up.
You’ve done your part, now it’s time to hold Telstra accountable.
Take the final step and submit a complaint that gets seen and responded to.