We have a formal process in place to ensure that billing disputes are handled promptly and professionally.
The billing dispute process is described in each customer agreement. A billing dispute may involve an alleged inaccuracy, omission or error in relation to a charge on a bill, and may fall into one or several billing dispute categories.
Billing disputes need to be lodged in accordance with the process in each customer’s agreement. Typically a customer's agreement will require billing disputes to be lodged within 65 business days after the bill issue date if the billing dispute relates to a rebill service, or six months after the bill issue date if the billing dispute relates to any other service. These issues are addressed in detail in customer agreements with Telstra Wholesale and customers should review their agreement to understand how the provisions apply to them.
Customer agreements set out timeframes for resolving billing disputes and we provide key performance statistics (PDF, 58kb) in this area.
Our billing dispute management process is set out in full in our Billing Dispute Management Policy (PDF, 154kb).
To lodge a billing dispute, please complete the billing dispute form billing dispute form (XLS, 30kb) and email to:
These contacts are for service providers only and do not apply to Telstra residential or business customers.
You can also contact Telstra Wholesale by phone on 02 9298 4406 if you require any assistance.
