Long hold times, poor customer service, innacurate advice, no continuity of service. Tradesman don't turn up when they say they will. OUr phone line needed fixing several times due to a telstra fault. We were not compensated and our ohone was out of action between 1-2 weeks each time.

We are connected to Telstra for our home phone system. While this gives us good coverage we have been concerned at the high costs of the service and the waiting times when trying to get information etc

Pathetic. A total rip off and so badly error ridden it makes you cry. Have dealt with them from a personal aspect and a business aspect. The personal aspect involved them telling me when I first tried to connect a phone, I would have to wait four weeks which I said was completely unacceptable but they didn't care. After waiting four weeks they still had not connected the phone so I called them again and was told there was a back log and I would have to wait a further period. I called my local member of parliament and was connected within three days of making this call. I also had to pay some outrageous connection fee as well. I got the distinct impression that they couldn't be bothered. We have sinced changed to AAPT and have had wonderful service. Business wise Telstra had made huge errors on the phone account and because we were on direct debit they had taken the money. They confirmed there was an error but refused to refund the money they had taken incorrectly and said we could use it as a credit on future accounts. This is not ethical or moral. Consequently the direct debit was cancelled immediately. The good part about paying after receiving the account we can choose when to pay. It amazing though when we pointed out more errors how they go out of their way to correct them, but when they take your money it's almost impossible to get it back. If anyone is thinking of using Telstra - don't!

I had made contact with this company over several months as each of my monthly accounts had either been overcharged or not received appropriate discounts, this was noted with the company at each time of contact, and the problem doesnt seem to be rectified or even being explained as to why this keeps happening, very dissapointing.

Approximate cost: $200

I could write a short novel about my dealings with this company. I will always remember them as telecom, cause that's how long I've had trouble with them. From home phones to mobile to internet, they stuff it up. Possibly one of the worst companies in Australia. A disgrace.

i hate TELSTRA. I can never get an aussie to speak to over the phone who understand why I'm calling them. Customer service is horrible. They made so many errors on my bill screwed me around told me a heap of lies and to this day are still chasing me for money i DON'T owe them.

It is absolutely amazing how bad customer service can be. It took Telstra over 16 days to connect a home phone for us. As we live in a rural area, we had to drive to the local town, and use a public phone to contact Telstra each day. Eventually we had to drive into 2 different suburbs in Perth and go into 3 different Telstra shops to try and get some help from Telstra. These trips were 2 hour round trips. At the first Telstra shop we were told that the staff there didn't know how to connect a residential home phone and they directed us to the next Telstra shop. The 2nd Telstra shop told us that they were too busy to do it, and told us to drive to the next suburb which was another 40 minutes (each way) away. After driving this distance and walking into the 3rd Telstra shop we had to wait for 30 minutes to be served by a young lady who said that she didn't know how to do it and would have to get her supervisor. When the supervisor came, she said that they were too busy to do it and put me onto a landline phone in their shop to speak to Telstra that way. So I had come full circle from a public phone to a phone in a Telstra shop. This experience cost us a lot of time and money. It took 30 minutes of listening to "I AM YOU ARE WE ARE AUSTRALIAN" for someone to answer the Telstra shop phone and then they had to transfer us 4 times before someone could do this. In the end we managed to get a person on this phone who could half do the job but told us we would have to come back in about 2-3 days for it to be completed. This was the most shoddy and bad experience that we have every had in our lives!!!

I know that this is my response only but I was not happy with them at all. From the beginning their were a lot of errors. The first customer service Representative got it wrong and no one seemed to be able to get it right. I was linked with some interstate with a name similar to mine and birth date about thirty years my junior.

I use Telstra because they appear to have the best network, but they really need to work on their customer service when you contact the call centre. You have to select 8 options to speak to an staff member, and then they transfer you to someone else, who inturn gets you back where you started. No wonder my phone bills are so high.

Was looking for a new mobile phone with Telstra as an existing client. Tried to get a mobile phone I wanted on a particular plan. Telstra had the plan I wanted but wouldnt budge on the type of handset offered.
I moved to Virgin Mobile after being with Telstra for 10yrs. Dissapointing.