Feedback
How to Make a Complaint
Telstra Business is committed to supporting your business with the highest levels of customer service. Should you have an issue or a complaint, we’ll act to quickly and effectively resolve matters to your satisfaction.
By Email
Please click here to complete our online form
Please provide us with as much information as possible.
By Phone
- Please call 13 2000 and say “complaint”.
- Our Disability Enquiry Hotline is 1800 068 424 (voice) and 1800 808 981 (TTY).
- If you have an Account Manager, they are the single point of contact for all of your account needs, so make sure you get in touch with them first. Your Account Manager will already understand your business needs, and have access to resources to provide the best response. (If you’d rather not contact your Telstra Account Manager, please feel free to contact your Sales Manager.)
By Letter
Please mail your complaint to:
Locked Bag 4000
Burwood VIC 3125
How your complaint will be managed
We’ll always aim to resolve your complaint in our first contact or response. However, if we need to investigate the matter, we’ll provide resolution or our action plan within five business days. We’ll continue to provide you with regular updates so that you’re aware of what is happening with your complaint. And we’ll make every effort to provide a successful conclusion within a maximum of 20 business days.
If you’re not satisfied with the investigation or resolution of your complaint, it will be assigned to a Case Manager in a specialised customer relations team. A Case Manager will then deal with you personally, to discuss details of your complaint and the resolutions you have been offered.
Every complaint will be assigned a reference or “SR” number, which you should quote in all further communications with us about your complaint. This number is your assurance that your complaint is being formally managed, and will help any of our consultants to access the details quickly if you call again. You should make a point of asking for an SR number in your first call.
Positive Experience Feedback
Did you find someone on the other end of the online chat or phone line at Telstra Business who really made your day? Or perhaps you visited a Telstra Business Centre or dealer and found some great local people who really helped you out when you needed it? Whatever your positive experience with Telstra Business – we’d like to hear about it so we can reward the people who make a difference to your business.
Use our online form to let us know about your positive Telstra experience.
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