Expert help when you need it
It’s important that any disputes and complaints are resolved to your satisfaction quickly and effectively. We have several types of dispute mechanisms available.
Our customer service teams are fully trained to manage day-to-day operational and escalated issues about faults, service, billing, churn and other performance concerns.
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For Telstra Wholesale Customers:
|Talk to your Account Manager today|
Our Service Managers will deal with escalated or critical issues where normal and agreed escalation processes haven’t resolved your issue. Your Service Manager can also help with issues or enquiries raised in Service Reviews where the agreed escalation processes haven’t resolved your issue.
If an issue is not resolved by a Service Manager or one of our customer service representatives, a formal complaint can be lodged using a webform on the Customer Portal.
A general customer complaint is any dissatisfaction or grievance about our performance that can’t be resolved under routine customer service and operational processes or within your customer agreement. This may include a complaint made by you on behalf of your end users.
Our Customer Portal lets you submit a complaint online using a webform and then track its progress.
Once you have lodged a complaint, the Telstra Wholesale complaint team will:
- log the complaint into our internal system and ensure that it is investigated
- acknowledge the complaint within five working days of receiving it and give you a reference number
- forward the complaint to the responsible area within Telstra for clarification and response, and
- inform you of the outcome of our investigation once it is complete.
Telstra’s standard dispute resolution mechanisms for resolving disputes are found in
- Paragraph 10 of the Standard Terms; and
- the Billing and Payment Annex of the Customer Relationship Agreement (Standard Dispute Provisions).
The Standard Dispute Provisions are used to resolve a range of disputes including disputes about the price of products and services.
Under the SSU, all Wholesale customers who don’t have these Standard Dispute Provisions in their customer contracts can ask to have them inserted as Price Equivalence Dispute provisions.
In essence, the Price Equivalence Disputes provisions in the SSU are Telstra’s Standard Dispute Provisions.
Telstra made a public commitment to offer these Price Equivalence Dispute provisions to any of its wholesale customers who did not have a Customer Relationship Agreement or any other customer contract with these dispute mechanisms.
For more information on the Price Equivalence Disputes process, please download our guide to Price Equivalence Disputes below.
Price Equivalence Disputes under Telstra’s SSU (PDF, 200KB)
Under the SSU, Telstra has established an Accelerated Investigation Process (AIP) in order to expeditiously investigate any non-price Equivalence Complaints received from wholesale customers.
In essence, an Equivalence Complaint is a complaint that:
- relates to a Regulated Service; and
- concerns a non-price complaint or issue that relates to or is likely to have been a system or process issue affecting Telstra’s compliance with the SSU; or
- concerns a non-price complaint in connection with a TEBA order or process.
The operation of the AIP is overseen by Telstra’s Director of Equivalence.
Telstra’s commitment is to:
- investigate the matters raised in the Equivalence Complaint; and
- issue a report (Rectification Plan) to the wholesale customer within 5 business days of receiving the complaint.
Telstra has developed an Equivalence Complaint webform to let wholesale customers submit these complaints to Telstra to initiate the Accelerated Investigation Process. Wholesale customers that want the benefit of the Accelerated Investigation Process and their Equivalence Complaints dealt with in an accelerated manner will need to submit their Equivalence Complaints using Telstra’s webform.
Wholesale customers can propose amendments to the Rectification Plan within 5 business days of receiving it from Telstra. Telstra may accept any or all of the proposed amendments and reissue a Revised Rectification Plan within 5 business days of receipt of receiving the wholesale customer’s proposed amendments. If Telstra doesn’t accept the proposed amendments we will notify the wholesale customer and include an explanation for Telstra’s decision to reject the proposed amendments.
Wholesale customers have 5 business days from receipt of the Rectification Plan (or modified Rectification Plan) to accept or reject the Rectification Plan. If the wholesale customer does not provide a response within this time it will be deemed to accept the Rectification Plan. If the Wholesale customer rejects the Rectification plan (or modified Rectification Plan) within 5 business days of receipt, they can escalate the matter to the Independent Telecommunications Adjudicator.
For more information on the Equivalence Complaint process, you can download our guide to Equivalence Complaints below.
Equivalence Complaints under Telstra’s SSU (PDF, 200KB)
Lodge an Accelerated Investigation Process Equivalence Complaint here
The Independent Telecommunications Adjudicator (ITA) is Dr Rob Nicholls. The ITA has power to resolve Equivalence Complaints that could not be resolved under the Accelerated Investigation Process (which is an expedited complaint process under the SSU). The ITA also hears disputes raised by wholesale customers under the Migration Plan and can also provide independent expert technical advice to the ACCC.
For more information on the ITA consultation process please visit the ACCC website here .
For more information on the ITA process, please download our guide to the Independent Telecommunications Adjudicator below.