Sorry to see you here. Something must have gone wrong for you to come to our complaints page. If you're a consumer customer and you'd like to visit Live Chat before proceeding with your complaint, we may be able to solve your problem quickly. Our dedicated team of specialists are on hand from Monday to Friday 8am-9pm (AEST) and Saturday 10am-6pm (AEST).
Otherwise if you're a business, enterprise or government customer, or you'd like to submit your complaint via email, you can use the appropriate option below.
By Phone
Consumer customers please call us on 13 2200 and say "complaint". Sales and support are available day and night, so it’s easier to talk to us when it suits you best.Business customers please call us on 13 2000 and say "complaint". Sales and support are available day and night, so it’s easier to talk to us when it suits you best. Alternatively you can contact your Account Executive.
Enterprise and Government customers, contact your Account Executive or Service Management lead. Alternatively you can call Customer Care on 1800 730 062 between 8am and 6pm local time Monday to Friday.
Our Disability Enquiry Hotline is 1800 068 424 (voice) and 1800 808 981 (TTY)
By Letter
Send us a letter addressed to:Telstra Locked Bag 20026
Melbourne VIC 3001
What we aim to do when you make a complaint
When you call Telstra, the consultant that answers your call will aim to resolve your issue with you on the spot.When you email or write to us we aim to acknowledge emails and letters within one business day of receipt.
If we need to investigate your complaint further, we aim to resolve it, or tell you what we're doing to resolve it, within five business days.
While your complaint is being investigated, we will provide you with updates of our progress so that you are aware of what is happening with your complaint.
We will aim to resolve your complaint within twenty business days of you raising it.
If you would like further investigation
If you are not satisfied with the resolution or the investigation of your complaint it will be escalated to the next level of management, or a Case Manager in a specialised customer relations area. The manager of your complaint will deal with you personally to discuss your complaint and the resolutions you have been offered.If we remain unable to resolve your complaint to your satisfaction you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is an office of last resort for complaints about telecommunications services.
Telstra asks that if you do have a complaint, you give us the chance to resolve it before going to the TIO.
If you contact the TIO in relation to a complaint, please provide the TIO with your Telstra complaint reference number (supplied to you when you initially raised the complaint with Telstra).
