Customer Satisfaction

We’re committed to improving our level of customer service and your level of satisfaction when doing business with us. Put simply, it’s about placing you, our customers, at the centre of everything we do.

Our Customer Satisfaction and Commercial Services team is charged with making sure we offer you only the highest level of service, continue to improve your experience when dealing with Telstra Wholesale, and importantly, to establish effective metrics to measure our performance against our targets. 

• We introduced service health checks to ensure that our operational performance delivers what you need.
• We introduced a new Customer Relationship Management system so we can accurately track and measure our customer management and responsiveness to customer requests.
• We launched the TW Customer Portal to provide Telstra Wholesale customers with easy access to information you need.  And we’re continuing to improve the functionality of the portal.
• Our leadership teams have been spending more time talking to our customers to understand what is important
  to you.
• We established a Customer Satisfaction Council to assess progress of improvement initiatives chaired by our Director of Customer Satisfaction and Commercial Services.  Members of the council include our Group Managing Director, Stuart Lee, and the Executive Directors of each line of business within Telstra Wholesale.