NOW WE ARE TALKING ABOUT COMMUNICATIONS
TELSTRA'S NEW WEB SITE
"NOW WE ARE TALKING" but not listening.
No Reply to Email, I thought communications would be Phil Burgess strong point.
SENT TO-Philip Burgess "TELSTRA"(public policy & communication)
"UCLA"(professor of policy studies)
"NATIONAL ACADEMY PUBLIC ADMIN WASHINGTON"(president/chief exec)
Philip Argy "MALLESONS LAW FIRM" (Chair).
Rosemary Sinclair "Australian Telecommunications Users Group"
Philip Carruthers"TIO" (Company Secretary).
David Thomson "TELSTRA" (Resolution Dispute Officer).
Please forgive me for not addressing each.
I have contacted you as a group after looking at your positions & expertize.
There is a serious problem in Telstra's management of complaints due to
manipulation of protocol by Telstra staff & management, or perhaps to much
flexibility in guidelines.
In relation to an official written compliant by a complainant points in case are-
1/ Complaints being handled by sales staff for extended periods and not stating there position in the company.
2/ No mechanism or time frame were complaints are officially accepted as a complaint or escalated to the Dispute Resolution Department.
3/ Being told that if the case is lodged as an official complaint there would be a 6 week waiting period until it could be looked at by Complaints Department.
4/ CEO office taking over case instead of Dispute Resolution Department and being told by general phone enquiry staff that they have orders to redirect calls to CEO office.
Prior to connection on the 22 of December information given by Telstra phone staff resulted in unnecessary costs and inaccurate product description.
An implied warranty were the product was unfit for purpose.
Trade Practises Act s74(2).
There has also been misleading conduct in breach of section 52 of the Trade Practises Act.
It should be understood that any perceived resolution with the complainant will not fix underlying problems and Release and Indemnity agreements readily drawn to favour the company will serve to reduce acceptance and the need for cultural change.
It is unacceptable that Telstra demands the signing of an incorrect Release and Indemnity before compensating the complainants cash loss with a credit of Telstra services.
Refusing to accept occurrence of faulty installation of phone wall socket resulting in 14 days with out phone. This wall socket is still not functional, alternative socket is used.
I would like resolution on a personal level but not at the expense of my moral values or outcomes for future customers.
Further to this actions speak louder than words and I am sure this letter is going to the right people to make a change if it is possible.
Can I help to make it happen?
Box 191, Wentworth rd
Ph 0880914680 (presently unplugged, can be plugged in)