What is Telstra's satisfaction guarantee?

If you're an eligible customer and within 30 days of your service being connected, you can take up the satisfaction guarantee. The 30 days starts after the service is connected and order completed.

You're an eligible customer if you're a new Telstra home internet customer.

You're not an eligible customer if:

• you port out/disconnect without calling or messaging us;
• you're already a Telstra home internet customer and are simply moving to a new address; or
• you're a Belong home internet customer.

To take up the satisfaction guarantee, chat now or call 13 22 00 within 30 days of connecting.

We'll refund your monthly plan fee for that first month and you won't be required to return any hardware that Telstra may have provided as part of your plan (excluding Foxtel from Telstra equipment, if applicable). If you bought the Starlink Kit and any accessories from us and return it in good working order, we will also refund you these costs.

Non-standard installation charges or charges from third party wholesalers (including nbn® co limited) are not included.

Maximum of one claim per year, per person.

This guarantee does not affect any other rights or remedies you may have under consumer law.

Yes, if you’re connecting to nbn or Opticomm access network for the first time with Telstra, you’re eligible for the satisfaction guarantee.

Once you take up an nbn service at your address, you can’t move back to ADSL or cable services on Telstra’s network. You’ll still be able to use nbn services with another provider or simply no longer have home phone and internet services.