i-think Twenty-Two

Telstra’s Complaint Process (Part 3)

Finally the email that provoked a more acceptable response.

Thank you for your reply, although “Our procedure in this type of request is only done through a phone conversation with a consultant” is not actually an explanation.

Referencing your Complaints Policy on your website (http://www.telstra.com.au/contact/complaints.htm) it appears as though email and even post are perfectly acceptable ways to place a complaint. In fact, it even listed a mailing address: Telstra Locked Bag 20026 Melbourne VIC 3001.

I assume that I can send my complaint to this address.
If you insist on asking me to call the customer service hotline again I would like to take the option described under the “If you would like further investigation from Telstra” section of your complaints policy: “If you are not satisfied with the resolution or the investigation of your complaint it will be escalated to the next level of management, or a Case Manager in a specialised customer relations area.”

So yes, I would like this escalated to whatever specialised area is necessary. Being in electronic form it should be straightforward to pass this information on to whatever area necessary (as requested in my original email). I have again attached both of my previous complaint letters to allow you to easily forward my issues on to the relevant areas.

If I receive another canned response (excluding the initial auto responder email) I will be mailing these complaints as well as another covering letter to the address listed on your complaints policy. I will also be contacting the Telecommunications Industry Ombudsman.

So please take the actions that I have asked and if you personally can not handle it speak to someone who can. Forwarding a complaint to the necessary area should not be a complicated task and should your procedures prevent that may I say that your procedures are in severe need of re-evaluation.

Regards,

Rhys Parry

  • delphi

    Re: Complaints to Telstra Locked Bag 20026, Melbourne VIC 3001:
    I placed a complaint and returned a handset by registered post to this Locked Bag. AUS Post confirmed that letter and parcel was directly delivered into that Locked Bag the following day.
    Guess what? Telstra claims that letter and parcel was not received!!!
    If you have to get in touch with Telstra you have to follow ‘correct procedures”, i.e. ring Telstra, you know, talk to some guy, gal without a name and then hopefully he/she will inform you about the ‘correct procedures” on how to complain and get a response. I’ve been waiting for a response to my letters since August 2008. Don’t know how big this Locked Bag is. May be Telstra is snowed under due to too many complaints and has not been able to get to the bottome of the bag yet.