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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: 31

1,180 Comments

  1. N. Kurt says:

    I’ve been on a hold, waiting for two hours to be assisted by Philines call centre and being fput to different departments, or maybe to different people in the same room. This must be a delliberate taktic to make you to hang up the phone. Telstra Bigpond has gone from bad to worst.

  2. Natalia says:

    Please call to me on my mobile 0405 166 708, my home number 02 4369 1333 doesn’t work completely. I cant make even emergency call.

    I am sick and tired with Telstra service, if you can’t provide good service, then simply let me get out of your contract and I go with someone, who are truly professional.
    Thanks.

    • Rick (Editor) says:

      Hi Natalia, I understand one of our technicians fixed your home phone service on the weekend and you received a follow-up call today to make sure all is OK. We apologise for any inconvenience this issue caused you. Cheers Rick (Editor)

  3. j.dogterom says:

    I like to speak to somebody.
    Have a few problems with my new Phone galaxyg6
    thx john

  4. Sue Lovejoy says:

    I’m currently on a t-box bundle with ADSL as Telstra informed me that cable was not available in my area. I have since found out that cable is available 2 doors up. I would much prefer to be on cable and when my contract is finished in November, I would like to have arranged for the cable to have been brought down to my house. Can you tell me how to go about doing this plus can Telstra find a way to make it easier for customer to access basic information like this?

    Sue

    • Jamie (Telstra) says:

      Hi Sue, The best way is to give us a call on 132 200 or talk to us on Live Chat, and we’ll be able to look into your account and see what we can do. It could be that you live exactly where the ADSL stops! Thanks, Jamie.

  5. after heavy rain and high winds we experienced in the Newcastle area, our land is completely dead. Please contact me by email or mobile. Jan. 22/04/15

    • Rick (Editor) says:

      Hi Janice,
      Sorry to hear you’ve been affected by the severe storms. Currently over 60,000 fixed line services, more than 30,000 ADSL services, a number of 2G, 3G and 4G mobile sites, as well as BigPond cable and Foxtel services are off the air. Our restoration teams have been working as quickly as possible to deploy back-up generators and emergency battery equipment, and will continue this work throughout today.

    • Jamie (Telstra) says:

      Hi Janice, I hope you’re ok! Please provide the phone number associated with the account via email, and I can escalate for you. You may also be interested in reading about our assistance package. Thanks, Jamie.

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