Q1: Who do I call if my service is not working?
Q2: What troubleshooting steps can I take before calling in to log a fault?
Q3: What do I do if I have a fault on my Telstra rental handset?
Q4: How long does it take for a fault to be fixed?
Q1: Who do I call if my service is not working?
If you are experiencing service difficulties and require immediate support, please contact us on 1300 855 728 then select option 2 - this service is available from 8am-9pm Mon to Fri except Public Holidays. (Return to questions)
Q2: What troubleshooting steps can I take before calling in to log a fault?
For a fault on a landline you can complete an isolation test by disconnecting everything which is connected to the phone line, such as handsets, modems, alarm systems etc and trying a different telephone handset on each socket in the building to see if this alters the condition of the line. (Return to questions)
Q3: What do I do if I have a fault on my Telstra rental handset?
If your Telstra handset is faulty please contact us during office hours or if you are calling afterhours please elect option 2 for our dedicated faults line, and we can arrange to get it repaired or replaced for you.
(Return to questions)
Q4: How long does it take for a fault to be fixed?
Faults and service difficulties are repaired within specified time periods based on the service location. The guaranteed maximum repair periods specified by the CSG Standard are:
| Service location (see below) | Time for repair * |
|---|---|
| Urban: | End of one full working day after report |
| Major rural: | End of two full working days after report |
| Minor rural: | End of two full working days after report |
| Remote: | End of three full working days after report |
* The time for repair relating to 'end of one full working day after report' applies to all service locations, where the fault can be rectified without the telephone company attending customer premises or undertaking internal or external plant work. (Working days do not include weekend or public holidays).
| Location category | Demographics |
|---|---|
| Urban: | Township / community grouping of 10,000 people or more |
| Major rural: | Township / community of 2,500 people or more but less than 10,000 people |
| Minor rural: | Township / community of 200 people or more but less than 2,500 people |
| Remote: | Township / community of less than 200 people or township / community grouping located outside a standard zone |
