Telstra Wholesale is committed to meeting the needs of its customers and responding to their feedback. We encourage our customers to suggest ways to improve our service.
We have a form for providing feedback about our website on our Help page.
Complaints
Day-to-day operational issues about faults, service, billing, churn or other performance concerns are usually managed by our service teams.
If an issue is not resolved by a customer service representative, a formal complaint can be lodged with our complaint team using our online complaint form. We have a formal complaint management process in place to ensure that complaints are addressed at the highest level necessary. A customer complaint is any dissatisfaction or grievance about any telecommunications activity that cannot be resolved under routine customer management processes, operational processes and/or contractual arrangements for day-to-day customer contact. This may include a complaint made by a Telstra Wholesale customer on behalf of its end users. Our complaint management policy (PDF, 141kb) contains full details.
The Telstra Wholesale complaint team will:
- log the complaint into our complaint handling system and ensure that it is investigated;
- acknowledge the complaint within five working days of receiving it and give it a reference number;
- forward the complaint to the responsible area within Telstra for clarification and response to the issue;
- inform the complainant of the outcome of our investigation once it is complete.
Other feedback
The form for this complaint handling process is not available for:
Our business operations managers will deal with:
- routine escalations or enquiries;
- issues and/or enquiries raised in service review meetings;
- compensation claims.
