We'll get back to you within one business day of receiving your complaint and provide you with a reference number. We usually aim to resolve your complaint within 10 business days, however due to the impact of COVID-19 (Coronavirus) on our customer service team, you should expect longer delays. Thanks for your patience as we work through this. For more information you can visit our COVID-19 updates page https://www.telstra.com.au/covid19.
You can also message us using the MyTelstra app (personal accounts), our customer service team will then respond to you within the app 8AM-7PM AEST M-F. Simply message us with "I would like to make a complaint" to begin the process. How to access messaging
Alternatively, you can call us anytime on 13 22 00 (for Personal accounts) or on 13 20 00 (for Business accounts).
If you're an Enterprise or Government customer, please contact us here.
Further information on how we handle complaints can be found in our complaints handling process document (PDF).
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