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02 Jul 2010
By David Thodey
Jul
02
2010

Calls to Telstra customer service and complaints lines now free

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In another new customer service initiative, Telstra will make nearly 50 million service and support calls free of charge for Telstra customers.

Last month I posted a blog about new customer service initiatives including weekend tech service appointments. That blog generated many comments, complaints and feedback and I would like to thank everyone who took the time to write to me.

Today, I’m announcing another new initiative to improve the value we provide to customers and to help make it easier to connect with Telstra to resolve a customer service issue or complaint.

Millions of calls are made each year to our most frequently rung customer service numbers and, as of yesterday, calls to those numbers from Telstra services will be free of charge.

So, calls from a Telstra home phone or Telstra mobile, in Australia, to our general enquiry numbers for consumers and small businesses will be free as well as calls to our fault numbers, the BigPond helpdesk and our general service number for pre-paid mobile. Calls to activate and recharge pre-paid accounts can already be made without cost to customers.

132 200 Telstra residential general enquiries
125 111 Telstra residential mobile enquiries
132 203 Telstra residential faults
137 663 BigPond enquiries
133 933 BigPond Tech Support
125 8880 Prepaid enquiries
125 8888 Prepaid recharges
125 8887 Prepaid activations
132 000 Telstra Business enquiries
132 999 Telstra Business faults

Before we decided to launch this initiative, we researched a number of potential customer service improvements. This initiative came out as the most important when we asked people to tell us what they thought. I’m glad to make it a reality today but I’m also interested in your thoughts. We are very serious about wanting to hear from you.  Really listening and acting upon customers’ feedback is a key part of the change we want our customers to experience.

More than two hundred people provided feedback to my blog last month announcing new customer service initiatives. The feedback offered us some encouragement but also gave us clear indications on what we must continue to improve upon. You told me that we can still do better and I agree.

Your views on our services, including our prices and products, have been passed onto the appropriate members of our teams.

Please keep posting your views, ideas and suggestions to me here on Telstra Exchange.

David

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Posts: 23

1,073 Comments

  1. Cathy Walsh says:

    I have called Telstra twice to let them know that my Wifi is not working. I received a phone call today from Mary who is in the Phillipines and she has advised me that the problem is not my modem its with the underground cables and that they will send a technician out when they are in the area to fix and repair the cables by the 7th of May. Now that is over 2 weeks which is unacceptable I need my WIFI to be fixed today as I need it for my work commitments so does that mean I get a refund for my 2 weeks without my WIFI what a joke Telstra I have been with your company for so many years I think its time to move to Optus. Can you please look into this for me and
    hopefully this can be sorted before the 7th of May.

  2. jones says:

    all Bob Hawke’s doing.

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