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Fire in Warrnambool exchange

23 November 2012

A fire that broke out in the Warrnambool exchange on Thursday 22 November has shut down landline, mobile and internet connections for around 60,000 customers in South West Victoria.

If you have been affected by this incident, please contact Telstra in the first instance. Telstra have indicated that they are working on restoring services at the moment, treating mobile services as a priority. They are also providing regular online updates at about services that are being restored.

If you have a complaint that is not resolved by Telstra, you are welcome to contact us through our normal complaint line – 1800 062 058. Please be aware, though, that this incident has been declared as a “mass service disruption”. This means that the normal service standards that apply to the reconnection of services have been suspended and we may be limited in the assistance we are able to provide to you. 

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Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614