Is this enquiry form for me?
This form is for Telstra Wholesale customers who are carriers, ISPs and service providers who wish to register a non-price Equivalence Complaint (as this term is defined in the SSU) that relates to Regulated Services. This form has two sections:
- the first section is a checklist which can help customers decide whether a complaint should be registered as an Equivalence Complaint, and
- if the complaint should be registered as an Equivalence Complaint; a second section will ask for Telstra Wholesale customer details and the specifics of the complaint.
If, after answering the checklist questions in the first section, it becomes clear that the complaint should not be registered as an Equivalence Complaint, the complainant will be advised that the complaint would be more appropriately dealt with using an alternative Telstra Wholesale complaint process. Details of other complaint processes can be found on our Complaints page here.
In essence, complaints that should be registered as Equivalence Complaints relate to a Regulated Service and:
- relate to non-price issues; and
- relate to or are likely to have been caused by:
o a system issue;
o a process issue;
o a TEBA order; or
o a TEBA process.
About the process
Telstra Wholesale is committed to meeting its obligations under the SSU. Once we receive a completed webform, and provided that we have been given the necessary information, we will respond to the complaint within 5 business days. If we need more information, we will contact you promptly. The SSU provides for a ‘stopping of the clock’ until the necessary information is received by us.
Please note: if you submit a form that contains an Equivalence Complaint, you agree to Telstra providing any relevant details of that complaint to the ACCC.