Telstra Customer Service

User Reviews, Ratings and Comments

Telstra customer service is ranked #153 out of the 946 companies that have a rating with an overall score of 50.58 out of a possible 200 based upon 11 ratings. This score rates Telstra customer service and customer support as Disappointing.


9 Negative Comments out of 11 Total Comments is 81.82%.


2 Positive Comments out of 11 Total Comments is 18.18%.

Issue Resolution




Product Knowledge

Disappointing Overall Customer Service Rating

  • Telstra

    Customer Service Scoreboard

    • 50.58 Overall Rating
      (out of 200 possible)
    • 9 negative comments (81.82%)
    • 2 positive comments (18.18%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 3.2 Issue Resolution
    • 2.9 Reachability
    • 1.5 Cancellation
    • 4.7 Friendliness
    • 3.9 Product Knowledge

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Posted by Anonymous

why is my phone off connection for the last week and also over Easter I have had a Cable/bundel for 1 week and can't connect my wifes address [email protected] to theMozilla thunderbird site as they want a password for her acc. which I have never received. Can you give me this password.

My acc No is And when will I have a phone line.I am nearly 79 and thought my electronic needs were simple for an older head.

Posted by oldman

November 30, 2013
To Whom It May Concern:
I am a Telstra customer. I depend upon my smart-phone for work-related communication and often take pictures with it, especially when hiking. I recently sent it in for repair here in Alice Springs and was given a loan phone while it was away. I did not receive any instructions on how to use the phone. I assume it was assumed it was intuitive. I did manage to figure out some simple uses of the phone. I took some pictures on my daily hike up Mount Gillen - some very good ones I must say. When my Samsung smart-phone was ready to pick up I asked my wife to ask the Telstra customer service people in Alice Springs if they could help download the pictures I had taken because I had not been able to figure it out myself and valued them. The response she got was to try it again myself. I did without success.
I returned to the store myself over the weekend (the store hours do not allow me to attend during the week). The service and support people in the Alice Springs Telstra store were not able to help me. I made several suggestions myself but I was told they were not possible (e-mail the pictures from the phone, download the pictures to a computer - then to a memory stick, download them directly from one phone to the other, etc.). I was given another option - to try to download a driver that was needed. I left the store without my Samsung phone and tried the advice I was given with the loan phone. It did not work.
I am disappointed nobody in the Telstra store could help me with what I assume should be a simple task for an employee familiar with the technologies involved. The pictures are just memories now and cannot be retrieved - what a shame. I have to wonder if the concept of customer service is understood, especially by the younger generation. I am older, technology challenged, and tried my best and failed. I asked for some help and received advice that was unproductive - on several occasions.
I do not want anything from Telstra - no apology - nothing. I only want to ensure my disappointment is registered with the hope someone can learn something from it and make some meaningful changes to attitudes, awareness, empathy, policy, and procedure within the organization.

Dr. Scott Lang BSc, MD, FRCPC, FANZCA, CertConRes

Posted by BOB55


Posted by Patience

I would like to say that I am appauled about the customer service at Telstra Armidale NSW Shop
One day I went in and waited over 50 minutes to be served. Oh a polite person came around to say did I want an appointment the next day. No I had already waited 50 minutes I would like to be served now.
I went in the next day only to asked again to make an appointment. They then said that they would text me when I was next in the cue. i was texted to come back as they were ready to serve me but then I was still waiting 20minutes and no service but the appointment girl could walk around and dust shelves rather than serv. I walked out and will not be back to this shop. Telstra you need to review you custer service practices as they are appauling.

Posted by terry

we bought ous son a telstra touch pad phone for his birthbay in april this year, since then the charger does not work, we ordered a new one through telstra in armidale shop,they said they would ring when they got it, 2months later i went back into the shop, they have no record of it and they dont have one, they told me to go to other shops to get one, i asked, why sell it if you cannot get spare parts for it, in a nut shell they dont give a f and was pleased i left the shop, it is a poor effort from our supposed countrys leading conmunicattion centre, i am left with a ph i cannot charge the battery,it is now basically a $300 dollar piece of s, that sits in the cubboard, thanks telsta,for your f pathetic efforts, and it turns out i cant even swear in this complaint


It took me nearly 6 weeks for them to get my address correct.

Then another 3 weeks to get my internet turned on.

Dozens upon dozens of phone calls (and yes, keep your reference numbers for the calls you make)

Every time I called I spoke with a different person and had to explain my problem all over again. To make matters worse I don't think a single one of their employees speak coherent English!

Then I get my bill. It was entirely wrong.

I'm fed up

Posted by Anonymous

I visited your Hobart Store to find that your lack of customer service was appalling. For a two minute replacement sim card I had to wait on a waiting list for 5o mins whilst others were served before me. What kind of system do you have in place to see to your customers needs. There were at least four telstra employees on computers doing contracts or whatever while at least 10 people waited to be seen to. How is this customer service? Another employee just taking names for her list which she could have seen to my issue immediately. Who is managing Telstras business. It is a joke! I will not bother returning unless I really have to. Oh yes Telstra holds the monopoly for phone providers so I will have to since my Phone,internet & mobile phones are with Telstra. I hope you look at this and revisit the way you approach your stores with your customer service.

Posted by Robyn

I would like you to know how much I appreciated the help I received from
Tina Kantares assistant Manager of T (life)store at Macarthur square. She made life easy for me at a difficult time when my husband had recently passed away.
Thank you Tina

Posted by acer1828

I have just been onto telstra customer service .I have an excess bill account which i wished to enquire about .The first port of call was overseas then passed onto two more overseas call centre staff befor ebeing transfered to staff who could finaly look at my bill.Kind of strange after all it was a billing matter.i never got any resolve to my issue and was finaly able to get out of them that i had gone over my capped plan by 500 mega bytes.At a cost of 10 cents a megabyte for over the plan this would amount to 50 dollars.I have a bill for over one thousand and they say i have not paid my bill or been paying them.My account that come in the mail has a thankyou for paying my last bill.Thye realy lack service the number of complaints on the internet about this company from a small population is huge.

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Posted by gespr

It is not like me to say good things about any telco, but I have had several very positive experiences at the Melbourne (city) Telstra store. Knowledgeable and friendly service and all problems were resolved. Yes, a bit of a wait, but all issues (and some were a bit complex) were competently handled. Thanks Corey and Joshua.

Posted by Anonymous

Finally, on 12/12/11, a very helpful and
considerate and knowledgeable Matt at Customer Loyalty!

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