Complaints

It matters to us that all problems and complaints are resolved to your satisfaction quickly and effectively.

Our Business Operations Managers will deal with escalated or critical issues about faults, service, billing, churn or other performance issues where normal and agreed escalation processes have failed to resolve your issue. Your Business Operations Manager can also facilitate resolution of issues or enquiries raised in Service Reviews where the agreed escalation processes have not resolved your issue.

A customer complaint is any dissatisfaction or grievance about our performance that can’t be resolved under routine customer service and operational processes or your customer agreement. This may include a complaint made by you on behalf of your
end users.

Lodge a complaint online
Lodging a complaint online is easy. The Telstra Wholesale Customer Portal allows you to submit a complaint via a simple webform and track its progress online.

• Go to the Telstra Wholesale Customer Portal

You can be assured that your complaint will be addressed at the highest level necessary. Once you have lodged a complaint, 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 you a reference number
• forward the complaint to the responsible area within Telstra for clarification and response, and
• inform you of the outcome of our investigation once it is complete.

Billing disputes
We have a formal process in place to handle billing disputes.

• For more information go to Billing

Reporting faults
Faults can be reported 24 hours a day, seven days a week online via LinxOnline Service f the Telstra Wholesale Customer Portal or over the phone.

• For more information go to Faults/Assurance.