How do I get a refund from Telstra?

If Telstra has charged you for a service you never received, or billed you for something that was not delivered as sold, you have a right to push back. Under the Australian Consumer Law s 60 and s 61, a service must be provided with due care and skill and be fit for the purpose you made known when you signed up. Providers must bill accurately and actually deliver the service they sold you. A refund conversation starts by putting your problem in writing and asking Telstra to correct the charge.

Send Telstra a formal written complaint that states clearly what you were sold, what actually happened, and the outcome you want, such as a credit or refund. Keep dates, account numbers and any promised terms. Telstra must properly investigate the fault rather than simply reissue the same bill. Where the service was never delivered as promised, you may be entitled to exit the contract. Under the Telecommunications Consumer Protections Code, a formal complaint should be answered within 30 days, so ask for a written response and a resolution date.

If Telstra ignores your complaint, misses the 30 day deadline, or refuses to fix an inaccurate bill, you can escalate to the Telecommunications Industry Ombudsman. The TIO is the free, independent body for telco disputes. It can direct a provider to correct a bill, credit you for a faulty service, or release you from a contract where the service was not delivered as promised. Escalation costs you nothing. Our free letter tool builds your written complaint and tracks the 30 day deadline so you know exactly when to escalate.