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Telstra / Phone and internet

1 Australia Review updated:

I am experiencing very poor customer service from Telstra. There seems to be a culture of terminating calls when customers are trying to get help and askquestions. They will create case incidents but noone will chase them up or they will call you once about it - if you don't answer they will close the case without your permission. I have had to ask to speak to a supervisor - response has been supervisor not available but leave your details and the supervisor will call you - on more than one occasion the supervisor has not called. These are serious issues as they do not allow customers to be heard and matters like bill enquires ( which legally Telstra must be seen as addressing) are not attended to. Telstra makes it very difficult to respond to an SMS they send or an email they send ( frequently it's a "no reply allowed" service). I can only think that Telstra would be so much more successful if a team would just address the customer service issues ( including taking seriously staff who breach the customer service policy - if they have one). Is the Board aware of what's happening at the frontline? There are so many customers complaining online and to the Ombudsman ( figures have been released that suggest Telstra keeps the Ombudsman very busy as there are so many complaints from customers).

Jan 20, 2016
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  • Or
      24th of Jul, 2017
    0 Votes

    Couldnt agree more.

    I have had issues outstading for almost a year, and was polite to begin with. But after spending literally 3-5 hours a day, every week, Ive reached a point were I can no longer be polite. Blutly speaking there service is absolutely the worst in Australia and probably worse than most from developed countries companies support staff. response time is terrible, lack of ownership to the issues at hand, incompetency, inability to call a supervisor to resolve and issue, unwilling to provide credit even when clearly the fault is with Telstra, arrogant attitude to the customer (when i reported the consistent TELSTRA A PP issues and billing issues they had the nerves to say 'so you think that our billion dollar system can fail? Maybe its you') .

    This is just to name a few. Staff change their positions so frequently that long terms issues which never got resolved stay unresolved and lost in translation as they are not passed on with correct notes, or not recorded properly at all, no continuity with issues reported, and almost seems deliberate to get customers to give up by making the process so obviously painful.

    Ive lived in Japan, and other countries and have dealt with major Telcos, and find often the largest must offer, and do offer better support as it should be the monopoly holders responsibility to meet certain support levels. Telstra clearly dont meet this and fall short of the minimum required by any means of measure in any country. And they clearly have no intention to improve it, as I can see its getting worse every year, and again, it would appear to be deliberate since some of the points I raised are being raised by many like your self all over the country in the thousands.

    Ive complaiend up to the CEOs office, but even this is a gimmick. Just another customer support front with arragant attitude, empty promises and they do not even remember the promises made to from their 'hotdesk' or 'home working environment'. No accountability, no empathy, just pure arrogance with no will to improve doesnt seem like an over statement. Customer support of this level should be a corporate crime.

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