Complaints handling reporting
How we’re handling customer complaints
We’re committed to making our products and processes easier and simpler to provide you with an exceptional customer experience. Some of the things we’ve done to help bring down the number of complaints include:
- Ironing out customer pain points
- Simplifying our products
- Managing our retail stores in-house
Our commitment to our customers
Our commitment is to provide the best outcome for you by handling complaints promptly, fairly and transparently, advising how long it will take, what we propose to do and how they’ll be resolved.
View our complaints handling process (PDF, 109KB).
Snapshot of our Q1 FY25 results
Reduction in complaints
There’s been a 10.6% drop in the total number of complaints received by us in the first quarter of FY25 compared to the first quarter in FY24.
Resolution time
Complaints we receive directly are resolved in 10 days on average, while those escalated through the Telecommunications Industry Ombudsman (TIO) take an additional 17 days.
Quick resolution for most complaints
56% of complaints were resolved in 5 days. We focus on resolving complaints as fast as possible at the highest standard with billing disputes being the quickest to resolve.
Escalation to TIO
Only 0.02% of our customers escalated a matter to the TIO when we were unable to resolve the complaint to their satisfaction or within their expected resolution time.
Trending - how our results compare over time
Total Telstra complaints and TIO escalations by quarter over FY23, FY24 and FY25.
| Quarter | Q2 FY23 | Q3 FY23 | Q4 FY23 | Q1 FY24 | Q2 FY24 | Q3 FY24 | Q4 FY24 | Q1 FY25 |
| Telstra total complaints | 60,102 | 62,965 | 63,732 | 63,839 | 65,504 | 62,055 | 54,649 | 57,007 |
| TIO total escalations | 6,837 | 7,117 | 5,999 | 5,341 | 5,414 | 6,718 | 5,208 | 5,136 |
Quarterly trend explained
It’s encouraging to see a greater than 10% reduction in complaints this quarter from the same period last year. We also achieved quicker resolution times quarter on quarter due to fewer fault-related complaints that historically take longer to resolve.
It’s important to note that although our total complaint volumes may seem high, less than 1% of our customers make a complaint. To keep ourselves accountable, our complaints handling performance is regularly updated and recorded.
Keeping us accountable
Chief Customer Advocate
Providing an independent voice, championing customers in vulnerable circumstances, and holding Telstra to account.
Other ways to get help
These resources may be useful to you while you wait for a response to your complaint:
Support centre
Our FAQs provide support for most of your product and service questions.
Chat with us
Our complaints team is online Mon-Fri 9am-8pm and Sat-Sun 9am-6pm AEDT. Get in touch during these times to get help faster.
Download My Telstra app
View your services, pay your bill, troubleshoot tech issues, contact us via messaging and much more.
Multilingual Support
Speak to us in your preferred language. We've got you covered.