DOWNLOAD - Telstra's Customer Service Charter

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					Telstra’s Customer
Service Charter
At Telstra, we are committed to knowing our customers and meeting
their telecommunication needs. We aim to provide each customer
with a personalised, seamless experience that makes it easier for
them to manage their lives. Our Charter sets out how we propose to
meet these commitments to our customers and fulfil our legal and
self-regulatory obligations. The following are the basic commitments
we make to our customers:

Contacting Telstra                                       Choosing your services
We are committed to:                                     We are committed to:
• enabling you to contact us in the way you prefer       • providing information about our products and services
  – by telephone, teletypewriter (TTY), online,            in plain language to enable you to make an informed
  in writing or in person;                                 purchase decision that best suits your communications
• being available 24 hours a day, 7 days a week for        needs;
  you to report any faults or service difficulties;      • ensuring that our consumer contracts do not contain
• enabling customers who speak a language other            unfair terms;
  than English to contact us through our multicultural   • providing services that recognise the individual needs
  call centres (selected languages) or by using the        of customers, including our Disability Equipment
  Australian Government’s Translating and Interpreting     Program for people with a disability and our Access
  Service (TIS);                                           for Everyone package for people on a low income.
• responding to your letters and emails within five      • providing for the communications requirements
  working days; and                                        of regional Australia and addressing these with
• maintaining a Sales Watch Hotline, where you             appropriate products and infrastructure investment
  can report instances of unethical sales behaviour        decisions;
  you experience.                                        • providing people and businesses in Australia with
                                                           reasonable access to the Internet, whether via dial-up,
                                                           cable, ADSL, wireless broadband, satellite or mobile;
                                                         • connecting your mobile service and responding to
                                                           your mobile billing enquiries and reports of network
                                                           problems within published timeframes; and
                                                         • providing Priority Assistance for connection and fault
                                                           repair to residential customers who have a person
                                                           residing at their home with a diagnosed life threatening
                                                           medical condition whose life may be at risk without
                                                           access to an operational telephone service.
Customer Service Charter

Your privacy                                                 Your concerns
We are committed to:                                         and complaints
• protecting your personal information (including your
  phone calls and other communications) from misuse          We are committed to:
  and loss and from unauthorised access, modification        • dealing with your concerns or complaints promptly,
  or disclosure;                                               fairly, completely and courteously informing you of
• providing you with access to your personal                   how we propose to act, how long it should take and
  information that we have on record and taking                what the results are;
  reasonable steps to keep your details accurate and         • reviewing your complaint through Telstra’s Complaint
  up-to-date;                                                  Review Centre, at your request, if you feel that it has
• having our performance in relation to privacy                not been resolved to your satisfaction; and
  independently audited annually; and                        • advising you of the Telecommunications Industry
• not contacting you for marketing purposes if you tell        Ombudsman scheme and/or Privacy Commissioner if
  us you do not wish to receive such contact from Telstra.     you cannot directly resolve your complaint with us.

Billing and payments                                         Universal Service Regime
We are committed to:                                         Telstra has the responsibility of ensuring that people in
                                                             Australia have reasonable access to standard telephone
• providing you with bills that are accurate and easy        services, payphones and digital data services. Telstra’s
  to understand and giving you access to the detail          Standard Marketing Plan and Digital Data Service
  you need;                                                  Plans set out how Telstra has committed to fulfil this
• presenting your telephone bill in a form that suits your   responsibility.
  needs, with options including online, paper, large print
  and Braille;
• providing you with a range of easily accessible
                                                             Customer Service
  payment methods which allow you to be in control
  of your payment; and                                       Guarantees
• working with you to negotiate tailored, flexible           The legislated Customer Service Guarantee for
  payment solutions, including assisting people who          Standard Telephone Services, and the Telstra Mobile
  are experiencing financial hardship.                       Customer Service Commitment, commit Telstra
                                                             to providing a guaranteed level of service for telephone
Your safety and security                                     and mobile services.
                                                             If Telstra is unable to meet the above guaranteed service
We are committed to:                                         levels you may be entitled to a customer service payment.
• providing an option to block your mobile handset so
  that it cannot be used on Telstra’s digital networks to
  make voice calls (other than emergency calls or calls
  to customer service) if it has been stolen or lost;
• providing information about the safety of
  electromagnetic energy from mobile phones
  and base stations; and
• providing assistance to help you to manage
  unwelcome and nuisance calls.
Customer Service Charter

Contacting Telstra
Sales, billing and product information                        Telstra’s multi-cultural service centre
Includes installations, disconnections, unlisted numbers,     Information about Telstra’s products and services is
Priority Assistance, faults and complaints. Applicable call   available in the following languages:
charges will apply.
                                                               Arabic                                    1800 726 001
 Residential                                13 2200
                                                               Cantonese                                 1800 677 008
 Residential Faults                         13 2203
                                                               Spanish                                   1800 726 002
 Small Business                             13 2000            Mandarin                                  1800 678 876
 Small Business Faults                      13 2999            Vietnamese                                1800 644 500

                                                               Greek                                     1800 189 129
 Mobiles                                    125 111
                                                               Italian                                   1800 649 013

 BigPond®                                   13 POND            Korean                                    1800 773 421
 BigPond® Residential                                          Indonesian                                1800 429 432
                                            13 3933
 Technical Support
                                                               Other languages:
 BigPond® Business                                             The Translating and
                                            13 2999                                                         13 1450
 Technical Support                                             Interpreting Service offers
                                                               a translation service.
Online Self Service (Sales and Billing)
                                                              Unresolved Complaints
                                                                                                    NCRT Complaints
                                                               Postal address                       Locked Bag 20026
Services for people with a disability
                                                                                                    Melbourne VIC 3001
 Voice                                   1800 068 424          Residential                                  13 2200
 TTY                                     1800 808 981          Business                                     13 2000
 TTY Fault Centre                     Voice: 1300 552 384      TTY                                       1800 808 981
 (8am - 5pm EST Mon - Fri)             TTY: 1300 139 404

         Email:              Sales Watch Hotline
                                                                  1800 260 270
                                                               Sales Watch Hotline

Indigenous Communities Helpline                               Unwelcome Calls
 Assistance with specialised                                    
 products and services for regional      1800 444 403                   Note: life-threatening calls should immediately
 and remote communities                                                     be referred to the Police by ringing 000

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