In the event that a Customer believes its bill contains incorrect charges, Telstra has established a procedure through which the Customer can submit claims and inquires.

Claims:

Claim is a request for a credit adjustment due to inappropriate charges.

Inquiries:

Inquiry includes a request for investigation that may result from an error or just a request for information.

Claims Investigation:

Investigation of a claim, and in many cases, documentation may be necessary to determine if an adjustment is warranted. Upon completion of the investigation, the appropriate adjustment(s) will be made. The adjustment(s) will generally be reflected on the next bill after claim closure.

Claims should be submitted through e-mail. This is to help Telstra provide the Customer with a prompt response, to maintain a trail of what has transpired in reference to the claim and to allow all claims to be addressed.

When a claim is submitted, an acknowledgement will be sent within five (5) business days. This acknowledgement will contain a claim number, which the Customer can utilize to verify the status of the claim.

In most instances, the claim will be resolved within a 30-day period at which time the Customer will receive a Resolution Notification informing the Customer of the resolution and the appropriate adjustments. If for some reason, Telstra is unable to resolve the claim within this time frame, the Customer will be notified and a new due date will be reached.

All forms (once downloaded) should be sent directly to claims – billing_disputes@usa-telstra.com.

* This is the official format for filing a dispute with Telstra.  All other formats will not be “official” and the 30 day period, other formats are not considered a valid claim.

Telstra Claims Form