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Complaints report: demonstrating progress on customer service

Telstra News

Posted on November 13, 2015

2 min read

Telstra has a long and proud history in Australia, but the truth is we haven’t always had a good record on customer service.

We know that, you know that, and we’ve been open about our commitment  to change it and the action we’re taking.

Today we saw further independent proof that we’re making progress, with the latest Telecommunications Industry Ombudsman (TIO) report showing we are receiving fewer complaints than ever.

For the April to June period, we received six TIO complaints for every 10,000 services in operation. This is despite increasing our customer base, with 850,000 new services activated over the course of the year.

It’s still six complaints too many, but it’s down from 7.2 a year ago.

So we know we still have a long way to go, but we’re encouraged that we’re heading in the right direction.

Making it personal

Great customer service is about getting thousands of things right every day, and that involves everyone at Telstra knowing that customer advocacy is our number one priority – and working hard to make it easier for you to do business with us.

We’re listening carefully to what you tell us, and acting on it so we can improve what we do.

We’re providing personal service by giving you our names and a way of getting back in touch with the person who served you.

We’re getting things right first time for you more often, so you don’t need to keep contacting us – or raising complaints.

We’re responding faster to your needs, and identifying the root causes of the things that frustrate you so we can make sure they don’t keep happening.

We’re also checking in with some of you from time to time, to see if we can do better.

And with so many of you leading digital lives today, we’re also making it easier for you to manage their accounts using simple digital tools like our 24×7 app, MyAccount service, online bill and our real-time SMS data alerts.

It’s still early days. But we’ll stay focused on winning your trust until everyone – not just us – knows that customer advocacy is our number one priority too.