Had an issue with Telstra? Get a real response.
How to submit a complaint with Telstra
Ways to Lodge a Complaint:
- My Telstra App: Open the app, go to “Get help” and start a chat. Type “I would like to make a complaint” to contact the Telstra complaints team.
- Online Form: Submit your issue via Telstra’s Make a Complaint page.
- By Phone: 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 acknowledges 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, but Telstra will provide updates.
- 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.
- 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.
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. 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 red-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 for the service downtime and replaced the customer’s 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: Higher-tier complaints teams handle 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)
- When to escalate: 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 store locations.
- TIO – Lodge a Complaint – Telecommunications Ombudsman site.
- ACCC – Consumer Complaints – Information on consumer rights.
Telstra Complaints FAQs
How do I lodge a complaint with Telstra the fastest way possible?
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—perfect for busy 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 resolution-like 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. 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.