Search Results

Share Article:

Facebook Twitter Linkedin Mail

Tag: customer-service

Keeping Telstra customers better informed about network outages

Network

Posted on October 10, 2017

3 min read

We have made a number of improvements to our Service Status Page to help our customers when you’re searching online for information about outages.

When you operate large and complex networks like ours, from time to time there will be service interruptions, or outages as they’re sometimes known. These outages are generally caused by a loss of power in parts of our network, builders or construction companies cutting one of our cables, equipment failure and extreme weather such as storms, cyclones and floods.

When something does go wrong, our teams do everything they can to restore our customers’ services as quickly as possible. Indeed, the majority of network issues are fixed in under four hours and many much quicker than this.

That said, we know that if your service is impacted even briefly, you want to know what is happening and when you’ll be reconnected.

Until recently, you have been able to search online for outages on Telstra’s Service Status Page and receive general information by postcode. Our customers told us that this information was sometimes confusing - they wanted more specific information relevant to their service and clearer guidance on what to do next.

One of the biggest improvements we have made is the way our customers can search. Instead querying using a postcode, you can perform a personalised search using your home address to check for outages affecting your home telephone and internet services. This delivers results tailored to your service address. You can know with certainty if there is an outage affecting your address and if so, the cause of the outage and when you’ll be reconnected.

If your service is not impacted by an outage in the area, we guide you through smart troubleshooting steps at telstra.com/fix which test, diagnose and resolve common issues.

For customers searching for information about mobile outages, we have added maps that show specific geographical areas that may be impacting a customer’s mobile service. This is far more accurate and helpful for customers, especially if a mobile outage is confined to a few streets and not an entire suburb.

All of these new features and improvements were based on feedback from our customers, who want effortless digital experiences, transparent information and fast resolution. Keep an eye out too for new features we will be adding in the coming months.

The Service Status page can be accessed by visiting outages.telstra.com.

Peter Habib that Gen Y guy

Getting Mobile for Copenhagen

A grand night out to celebrate women

Uncharted Territory: What it’s like to work in Outback Oz

Regional Community

Posted on September 6, 2017

2 min read

As an Area General Manager in the Northern Territory, there is no such thing as a typical day and no typical customer story either.

I remember going out to meet a teacher who was having trouble getting an internet connection having just moved to Hermannsburg in the Territory.

Our systems were showing her ‘residential address’ as non-existent as she was housed in a mobile home, but with the help from a number of teams across the business including the Alice Springs store we managed to get her connected to an ADSL2 service.

That is just one of the very unique customer issues we see here in the Northern Territory – Australia’s least densely populated state, with 246,300 residents spread over 1,349,000sq km, and around 45 per cent of the population living outside the urban centre.

With such a great area to cover, the digital divide is substantial in the Territory and we’re working closely with local stakeholders to help overcome the challenges faced by our customers.

Telstra’s co-investment in the federal Mobile Black Spot Program and the $30 million joint infrastructure agreement with the NT Government will help deliver state-of-the-art mobile services to a further 18 new sites in the Territory over the next three years.

This work is critical to supporting local businesses, tourism, and the delivery of essential health and education services.

But it is not just about connecting customers; my team and I are focused on educating the community about technology and the opportunities it can provide them.

Telstra is a diverse organisation hiring people with a range of skills, backgrounds and experiences. Learn more about a career at Telstra and the diversity which we champion.

Telstra moves you

That's a change: Telstra’s new customer service initiatives

Telstra complaints to the TIO drop by one-third

What consumers really want

Telstra News

Posted on January 11, 2016

1 min read

Irreverent, innovative and downright inspirational, retail futurist Howard Saunders offers a simple but powerful insight for retailers everywhere: technology is about creating connections, not selling stuff.


Discover how retailers are using technology from Telstra to make and sustain the connections they need to succeed. 

This article originally appeared on Telstra In:Sight.

Telstra moves you

That's a change: Telstra’s new customer service initiatives

Telstra complaints to the TIO drop by one-third

We’re open during the holidays

Telstra News

Posted on December 24, 2015

2 min read

The holidays are finally here. If you’re like us you’ve been busy getting through what feels like an endless of list of shopping, Christmas parties and those last minute things that need to be done before many businesses close over the Christmas and New Year break.  But while most of the country will be on holiday for the next few weeks, the good news is Telstra will remain open throughout, providing you with personal service around the clock.

Here are our top five tips that will allow you to stay in control and manage your accounts and services on the go while you spend precious time with family and friends.

  1. Got a new mobile phone for Christmas? Telstra.com/mobilesupport has interactive help guides for a range of mobiles, on everything from phone set up, what the display icons mean to using the camera function and connecting a Bluetooth device.
  2. On the Telstra 24×7 App, you can check your account balance, current and previous estimated usage, set alerts and reminders, switch to email bill, make payments, set up direct debit and recharge your Pre-Paid services, just to name a few. Download the Telstra 24×7 App now from
    Telstra.com/apps
    .
  3. Travelling these holidays? If you’re going overseas you can stay connected on your mobile phone or tablet with our Travel Passes, which will help manage your international roaming costs. And if you’re a Telstra Air member, you’ll have access to millions of Wi-Fi hot spots overseas.
  4. If you need to retrieve your username or password, activate international roaming, get a PUK code, report a payment, request a payment extension, bar a Premium SMS service or check your service status and more, simply jump onto Telstra.com/services.
  5. Question about your bill? Check out Telstra.com/yourbill where you’ll find helpful information explaining your bill in detail, section by section, including a video explainer. There’s also some handy tips on how to request email bill, organise payments by direct debit and set alerts to help you pay your bills on time.

And don’t forget our LiveChat, Facebook, Twitter and CrowdSupport teams are also on hand these holidays for help and support.

Telstra moves you

That's a change: Telstra’s new customer service initiatives

Telstra complaints to the TIO drop by one-third

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.

 

 

Live longer. Let your community show you how

Apple iPhone™ tethering with Telstra

Telstra first to bring Facebook ‘social SMS’ service to Australia