Whirlpool

(This would have to be a common question... but - as Telstra
seems to have changed the game, again, it is still relavent.)

We've all had an unpleasant experience dealing with Telstra.

Many have had plenty of them & have learned to take their
business elsewhere, ie, whenever they can arrange to do so.

Some of us have decided to make a Formal Complaint against
the company.

The question is HOW?

Today, it happened to me... after excalating my matter to a
"Supervisor" and getting no joy, there, I decided to make a
formal complaint and asked how to do that.

I was told:

- you can't make a complaint by on-line,

- you can't make a complaint by eMail,

- you can't make a complaint by FAX, &

- you can't make a complaint by post.

I also was told:

- you can ONLY make a complaint by phone, &

- you can't ring a special "complaints" number
to make a complaint

Can all this be true?

Surely, there are several ways to file a complaint
against Telstra...

- What are some of the more convenient ones?
(ie: online, eMail or FAX would work for me)

- What are the contact details of Telstra's complaint
handling department?

Also:

- Is the -current- Telstra complaint system called QuestUS?

- Will a Complaint no. be issued, so that we can track the
complaint?

- Does Telstra have any staff rep's (paid to be here) on WP?

TIA

---

PS We're in the Pre-TIO stage of the complaint process,
when a reply (eg, "[Here's why] we CAN'T do it for you")
from Telstra is necessary.

Have you looked at the Telstra website?
www.telstra.com.au/contact/complaints.htm

skitc writes...

The question is HOW?

It depends on the issue, the service, and the product.

If you've been erred by a POS transaction - eg overcharged at a Telstra Shop - go back to the shop and discuss it with them.

Otherwise you can follow the steps outlined at www.telstra.com.au/contact/complaints.htm as per above.

I was told:

- you can't make a complaint by on-line,

- you can't make a complaint by eMail,

- you can't make a complaint by FAX, &

- you can't make a complaint by post.

I also was told:

- you can ONLY make a complaint by phone, &

- you can't ring a special "complaints" number
to make a complaint

Can all this be true?

No. As per the above weblink they welcome customer feedback through a variety of channels.

- What are the contact details of Telstra's complaint
handling department?

The first port of call should always be the department with whom you have the beef with. Let them try to resolve it prior to escalating it.

- Does Telstra have any staff rep's (paid to be here) on WP?

There are three BigPond Reps

forum-user.cfm?id=59772
forum-user.cfm?id=26489
forum-user.cfm?id=132256

However with a combined post count of under 1000, I fear that this would not be the best way to resolve any issues

There is no way to complain, Telstra never make mistakes
you will assimilate or be destroyed...

:-P

Having now visited the suggested Telstra complaints web page,
it confirms what the person told me:

- No FAX number is given

- No Postal address is given

- No eMail address is provided

- No web form is provided for complaints entry

- While several phone numbers are provided...

. We don't wish to be "guided" - by a Telstra staffer -
. with our complaint; too many times, they've been
. far too defensive (even 'intense' in tone of voice);

. Frankly, I wouldn't trust a Telstra staff-member
. to get it right, and I'd prefer not to be misquoted
. or abused as I formulate a complaint in detail.

. Too much to expect from a monopoly-sized TelCo? ;-)

---

. All other business we deal with accept eMails &
. & FAX's, & I expect the same from Telstra.

skitc writes...

- you can't ring a special "complaints" number
to make a complaint

You can go to complaints via customer service, while there is a direct # staff are not supposed to hand it out nor directly transfer. Did transfer once... mate the flak you cop for going above and beyond in that organisation is mind boggling.

The stupidly annoying robot voice system, ask for complaints and go from there.

- Is the -current- Telstra complaint system called QuestUS?

- Will a Complaint no. be issued, so that we can track the
complaint?

Was Questus last time I dealt with it. You should get a record # with followup calls from complaints staff as it is being resolved, if it takes more than just that one call.

I complain by calling my account rep on her mobile phone anytime of the day or night.

"I complain by calling my account rep
on her mobile phone anytime
of the day or night." :st-84

That'd solve it... Business customer, I presume?
Girlfriend, maybe? ;-)

Seriously, more people have suggested that
it would pay to ring TIO &/or our Elected Official.

You can SEE how BAD Telstra service is, ie,
when THAT'S the best way to ADSL in Oz! :-/

telstra is too big
too useless
once you got a serios issue you are in trouble because you need to spend hours on phone.... hours

and guess what they are still the only reable one...

st-84 writes...

I complain by calling my account rep on her mobile phone anytime of the day or night.

I do something simular with our Optus rep. It is usually that a sales rep has left their phone behind and could they arrange/cancel a diversion. I get an sms back in a few min saying complete. Going through a good dealer is great!

Come to think of it, the only telco complaints I have had in the last few years have been with Telstra.

The best was calling about a faulty (new) PSTN lineon a WE, only to be told that I had called the wrong number. Called the correct number and the same person answered. Line was fixed 4 days later. Fortunatly as I am on a corp account, I do not get support staff wanting to sell me something!

Edit:need more coffee to spell correctly.

Yeah a corporate customer.

Most our queries with Telstra are in regards to data/internet/network etc etc not voice.

Complaining to Telstra gets you absolutely no where because Telstra is inflexible with meeting customer needs.

All that will happen is you send an email with your concerns and you will get the standard response. "There is nothing Telstra can do but your feedback will be sent for consideration via our formal feedback channel". The formal feedback channel is Telstra's deleted folder.

The best thing to do is transfer to another Telco so Telstra don’t make as much money. If they want to hold consumers for ransom we can do the same.

skitc writes...

- No FAX number is given

- No Postal address is given

- No eMail address is provided

- No web form is provided for complaints entry

- While several phone numbers are provided...

Try this:

www.telstracomplaints.com

I got some help from there when I needed to complain about them...

jrtm writes...

Complaining to Telstra gets you absolutely no where because Telstra is inflexible with meeting customer needs.

I'll disagree there, lodged properley it's usually handled fairly. Just ring up and lodge it, it's the quickest way, and if you're not hapy with the response, depending on the complaint you can go to the Telecommunications Ombudsman, or Fair Trading.

skitc writes...

You can SEE how BAD Telstra service is, ie,
when THAT'S the best way to ADSL in Oz! :-/

If the complaint is about not being able to get ADSL then you are pretty much wasting your time with Telstra, the TIO and the MP. If Telstra dont want to provide ADSL than they dont have to.

Try canvassing another ISP as that may be more fruitful.

spel writes...

I'll disagree there, lodged properley it's usually handled fairly.

My experienced with Telstra has yielded no results by phone or email. Phoning them has only put me through to a help desk that wasn't very helpful. I was refused when asked if I could speak to a team leader and the conversation was very civil. The customer care at Telstra is very good with the run around and keeping you away from the staff members that can make decisions. Telstra is a very disappointing and frustrating company to deal with.

skitc writes...

Having now visited the suggested Telstra complaints web page,
it confirms what the person told me:

Hmmm.

- No FAX number is given

Correct, you don't need one.

- No Postal address is given

I can see it on the web page supplied.

- No eMail address is provided

You don't need one, because they have a web form.

- No web form is provided for complaints entry

Yes it is, on that web site youve been to.

- While several phone numbers are provided...

. We don't wish to be "guided" - by a Telstra staffer -
. with our complaint; too many times, they've been

You don't want help, then you won't get it.

. All other business we deal with accept eMails &
. & FAX's, & I expect the same from Telstra.

And you don't get to make those demands.

michael j... has apparently decided that HE knows what this customers needs:

"Correct, you don't need one."

. Customers (even when disgruntled) can decide what they need for themselves.

"You don't need one, because they have a web form."

. The web form didn't appear (even after several attempts)

"And you don't get to make those demands."

. Are you now - or have you ever been - a member of the [Telstra] party?

;-)

PS By me, Telstra is -not- helping to create
the kind of Australia I want to pass to our kids.

The link makes it quite clear.

You can call them and complain.
You can write them a letter.
You can email them with a webform.

I don't know what you're confused about, its all there at www.telstra.com.au/contact/complaints.htm

I don't know what you're confused about, its all there at www.telstra.com.au/contact/complaints.htm

I agree, you are just being difficult because you obviously have nothing better to do. There is a process and if you follow it you will get resolution. That is provided you have something real to complain about and not just whinging for the sake of it

"That is provided you have something real to complain about
. and not just whinging for the sake of it" : LBA...

Old Salt, I don't think I'd be the first to have been verbally abused
&/or misinformed by a Telstra "operative" (recently, by a Supervisor).

No other business has -consistently- responded to simple requests by
a barrage of interruptions &/or by repeating (while talking over caller,
after one of those interruptions) themselves, at the expense of hear-
ing the caller's next question or suggestion towards resolution.

Other businesses that I deal with make an effort to provide Service
- and cost-effective service at that - and their Staff seem genuinely
proud to be a part of their Employer's organisations.

Telstra people seem - on some level - to KNOW their employer isn't
doing that... and they can't help NOT to want to acknowledge it...

It must be frustrating to have to work there... hands tied... ie,
unable to fix all that one can see is very broken with Telstra...

IMO, many of the Telstra staff that I've dealt with seem more like
stodgy commonwealth bureaucrats than folks proud of their work.

Having more sales people (many recently imported from India, or
so I am reliably told) than technicians & capital investment to bring
the network up to cost-effective & competitive standards is Telstra's
problem, as I see it. (I wouldn't mind if more engrs & technicians
were imported from from India, ie, to help uprgrade Telstra's N/W ;-)

The doco on Sol Trejillo's troubling past experience & results con-
firm what I have been experiencing in too many dealings with
Telstra.

We don't deal with Telstra because we -want- to...
We deal with them -only- when we -have- to...

And... we've come to expect the worst, despite efforts to be nice...

The best way to make a complaint is to post it - preferably registered post too.

Address it to the "Customer Relations Manager" at the same address you send your bill to.

Wait 14 days then call the "Helpdesk" for the concerned service and ask for the Customer Relations Manager.

They exist and it's their job to consider your complaint and reply as long as it is reasonable. Failure to do so then it is off to either Consumer Affairs or the TIO.

It works for me ;)

Simple, switch to Optus

Just another Telstra bashing post with very little or no substance.

whirlpool.net.au/profile...x.cfm?a=register

;-)

afton writes...

Simple, switch to Optus

I prefer another non-Telstra ISP, but
Telstra's decision not to upgrade
the network affects my freedom to
do business with the ISP of my choice.

Simple.

Historically I have never had any results with complaints to Telstra, until..............
(but then still hesitantly and slow) I placed some remarks on

www.nowwearetalking.com....rum.aspx?mid=181

This gave some reaction and eventually results.
Be prepared, however, for a very frustrating time and the weakest excuses you have aver seen. Adrenaline may start to boil! Good luck with the results and then change service provder.

I lodge complaints for customers quite a lot.

Any team leader should be able to lodge one for you. You are correct in saying the system is called Questus.

There are a variety of ways to make your complaint, you can do it over the phone with a team leader/supervisor, you can post it or you can make it via the webform.

If you are having so much trouble lodging one then you can always go into a Telstra Shop (must be a company owned one though) and get one of the managers there to lodge the complaint.

Hope this helps.

Oscyaki is right, that's the way to do, and you should hear from the NCRT (National Customer Relations Team) within a week or so.

In my experience, if you go the TIO route, be prepared to accept that Telstra will not show you any goodwill, you will get the legal minimum to which you are entitled, no more no less.

I get annoyed by people who suggest the TIO as a first resort. It's a last resort, when you have lodged a complaint with the telco and failed to get a satisfactory result. The TIO, unless it is a big dispute, (I came to a resolution with a customer a couple of weeks ago that cost Telstra $27,000 minus 49 bucks), (and I don't work in managed accounts), will often complicate matters and get people's back up.

Never, ever, mention Today Tonight or A Current Affair. I will tell you to **** off.

It's mushy peas writes...

Never, ever, mention Today Tonight or A Current Affair. I will tell you to **** off.

More prime time high quality viewing. :)

All the customers that have told me they are going to TT or ACA have actually always brought the situation they are/were in on themselves by their own actions. Sigh...

It's mushy peas writes...

I get annoyed by people who suggest the TIO as a first resort.

The TIO expect you try to resolve the issue with Telstra first, unless it is a "well known" Telstra issue such as line transpositions requested then rejected, only to have Bigpond succeed.

skitc writes...

- No FAX number is given

- No Postal address is given

- No eMail address is provided

- No web form is provided for complaints entry

are you blind? or do you want to just bitch an moan...??(i assume the 2nd)

www.telstra.com.au/contact/complaints.htm

for telstra

email, click on the e-mail link

By Letter: GPO Box 9901 Melbourne 3001

ring 13 2203

Capt'n Black writes...

The TIO expect you try to resolve the issue with Telstra first, unless it is a "well known" Telstra issue such as line transpositions requested then rejected, only to have Bigpond succeed.

even then it isnt a first resort, its the last resort.

oscyaki writes...

There are a variety of ways to make your complaint, you can do it over the phone with a team leader/supervisor, you can post it or you can make it via the webform.

You don't even need a team leader. I've lodged them myself. I will always do what I can to resolve any issue the customer has but if they ask to lodge a formal complaint I am more than happy to submit one.

Az84 writes...

You don't even need a team leader. I've lodged them myself.

Depends what department your in to who can do it and whether they even have the ability to access the Questus form to send.

Whoever is doing it needs e-mail, so for example any normal RSO at a Telstra Shop wouldn't be able to do it.

Bashing Telstra was cool a few years back when they deserved it. Sure they are not perfect but seem to be doing a better job these days in my opinion.

I see all the Telstra bashing, just making WP look bad by clogging it up. People are going to always report bad experiences.

They are the only provider supplying broadband to many of the remote locations that I travel too. I am pretty happy with them compared to a few years back.

A simple search for the word complaint off the main telstra site would have got you all this information. No need to dish out your problems to the WP community.

There is a wiki on Whirlpool re: lodging complaints with your service provider (not just Telstra):

index.cfm?a=wiki&tag=complaint_lodge

Towards the bottom of this page is a few more wiki links on telco complaints:

index.cfm?a=wiki&tag=telecoms_facts_TOC

They could use a bit of polishing if someone wants to have a go.. :)

oscyaki writes...

If you are having so much trouble lodging one then you can always go into a Telstra Shop (must be a company owned one though) and get one of the managers there to lodge the complaint.

I used to lodge them myself in a Telstra Licensed Shop, so he should be able to do it there.

oscyaki writes...

Depends what department your in to who can do it and whether they even have the ability to access the Questus form to send.

True I always forget about TT staff. Probably wouldn't be able to access it.

spel writes...

I used to lodge them myself in a Telstra Licensed Shop, so he should be able to do it there.

Wouldn't have thought you have access to the Organisation Form Library that's on the Exchange server? :|

Wow. The OP does have a serious attitude towards Telstra don't they... seems a few of their posts are just an excuse to have a whinge about the poor service offered?

In regards to your actual complaint, was it actually resolved and now you are just trying to complain 'on principle' or are you still trying to have the situation resolved?

And when trying to resolve said complaint do you usually loose your tempter and launch into an anti telstra tirade as you do on hear, or do you act rathionally?

If the situations has been resolved, and you've spoken to 'a supervisor' at telstra who has said they'll look into it, what's the problem?
What do you hope to get out of the complaint?

This is his complaint

forum-replies.cfm?t=856945

Basically, he can't get adsl and it's telstra bigponds fault.

How's the court case going by the way ?

skitc writes...

after excalating my matter to a
"Supervisor" and getting no joy, there, I decided to make a
formal complaint and asked how to do that.

Tip for you a Supervisor is not a Team leader or a person formally trained to handle Escalated situations. Its CSA who should have more experince then most around him. Thats were it ends. You demanded a call back from a Team Leader.

Is the -current- Telstra complaint system called QuestUS?

Yes it is, But not many people have access to it and if you just name dropping it your only make it worse for yourself. Telstra DOES has a formal complaints area that you can call but the number is not listed nor is it offered. You will need to call the Telstra general number hit the # button a couple times to get to an operator and they will direct you to complaints area who normally gets the basic info and then arranges someone to call you back

When you get the call back it will be with someone that can deal with customers directly and TIO for that matter. They log your complaint into the system and it goes to the department in question where some one will investigate your complaint and either call you back directly with a resolution to the issue or pass the info back to the complaints area for them to call your back.

Dont try and bypass there business process for formal complaints as it will get you no where, Remember chances are on the front line the people you have been dealing with are outsourced. They dont care about you. But when they get the call from Telstra internal then they jump into action

We're in the Pre-TIO stage of the complaint process,
when a reply (eg, "[Here's why] we CAN'T do it for you")
from Telstra is necessary.

If you thinking about the TIO then you should have already called them

We've all had an unpleasant experience dealing with Telstra.

You may want to mention what that was here. Want you want may not be possiable and you just wasting your time.

If its just about how you think things should be done or a product of service delivery does not match your needs then your out of luck. I know that Telstra is winding up a lot of things right now, homelink. pre paid calling card, some type of msg banks. Bigpond is also rumored to be about to start talking the knife some internet feature and plans. There is even a rumor by 2010 dail up internet is going bye bye

EDIT: ok just seen this
forum-replies.cfm?t=856945#r1

I wished I had not wasted my time on you now