Telstra
Complaints
How to file a complaint and get quick results from Telstra
Edited by:
Ajust Content Team
Last updated
April 14, 2025
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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.
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Real Telstra complaints and how they were 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.
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