Editing Telstra (section)

==== Customer service recovery ====
As part of its new strategy, Telstra announced that its "goal is for customer service to be fundamental to everything we do".<ref>{{cite web|title=Using the customer's voice to design Telstra's new customer service initiatives|url=http://www.telstra.com.au/abouttelstra/media-centre/speeches/using-the-customers-voice-to-design-telstras-new-customer-service-init.xml?searchYear=2010|work=Telstra|access-date=3 December 2013|author=Jenny Young|date=8 October 2010|url-status=dead|archive-url=https://web.archive.org/web/20131206105956/http://www.telstra.com.au/abouttelstra/media-centre/speeches/using-the-customers-voice-to-design-telstras-new-customer-service-init.xml?searchYear=2010|archive-date=6 December 2013}}</ref> In August 2011, Telstra Digital announced expansion of customer service into social media with 24/7 coverage.<ref>{{cite news|url=http://www.theaustralian.com.au/australian-it/telstra-reveals-social-networking-strategy/story-e6frgakx-1226116285981|title=Telstra reveals social networking strategy|last=Lee|first=Tracy|date=17 August 2011|access-date=5 October 2011|newspaper=The Australian|url-status=live|archive-url=https://web.archive.org/web/20110822035157/http://www.theaustralian.com.au/australian-it/telstra-reveals-social-networking-strategy/story-e6frgakx-1226116285981|archive-date=22 August 2011}}</ref> By November 2012, Telstra claimed 140,000 live chats for the month and a growth rate of this service of 600% p.a.<ref>{{cite web|url=http://www.news.com.au/money/money-matters/consumers-swamp-social-media/story-e6frfmd9-1226523983207|title=Shoppers put big demands on social media|last=Elsworth|first=Sophie|date=26 November 2012|publisher=News.com.au|access-date=10 February 2013|url-status=live|archive-url=https://web.archive.org/web/20130627183748/http://www.news.com.au/money/money-matters/consumers-swamp-social-media/story-e6frfmd9-1226523983207|archive-date=27 June 2013}}</ref> In October 2013, Telstra announced that it had grown its Live Chat workforce to 600 and its social media workforce to 30.<ref>[http://www.brw.com.au/p/tech-gadgets/telstra_target_leading_on_social_2FH5CFK8m2AgyHJsz473tJ Telstra, Target leading on social media customer service] {{webarchive|url=https://web.archive.org/web/20160113023949/http://www.brw.com.au/p/tech-gadgets/telstra_target_leading_on_social_2FH5CFK8m2AgyHJsz473tJ |date=13 January 2016 }}. Brw.com.au. Retrieved 12 April 2014.</ref> Customer Service became a pillar of the corporation’s social responsibility ethos according to Telstra’s head of social services Gerard Devan and the Telstra foundation. 

The following table shows total complaints handled by the Telecommunications Industry Ombudsman (TIO) 2010–2015, and of those, the ones made against Telstra.{{cn|date=May 2025}}

{| class="wikitable sortable"
|- style="background:#d8d8d8;"
! Year || Total complaints || Complaints about Telstra 
!Percentage of all complaints|| Source
|-
| 2010
| style="text-align:center;"| 167,772
| style="text-align:center;"| 78,611
| style="text-align:center;"|47%
| style="text-align:center;"|<ref>{{cite web |url=http://www.tio.com.au/__data/assets/pdf_file/0016/141262/AR_2010_complete.pdf |title=2010 Annual Report |access-date=2023-04-24 |language=en |archive-url=https://web.archive.org/web/20140222005217/http://www.tio.com.au/__data/assets/pdf_file/0016/141262/AR_2010_complete.pdf |archive-date=22 February 2014 }}</ref>
|-
| 2011
| style="text-align:center;"| 197,682
| style="text-align:center;"| 78,949
| style="text-align:center;"|40%
| style="text-align:center;"|<ref>{{cite web |url=http://www.tio.com.au/__data/assets/pdf_file/0003/28470/TIO_2010-11_AR.pdf |title=2011 Annual Report  |access-date=2023-04-24 |language=en |archive-url=https://web.archive.org/web/20140222024402/https://www.tio.com.au/__data/assets/pdf_file/0003/28470/TIO_2010-11_AR.pdf |archive-date=22 February 2014 }}</ref>
|-
| 2012
| style="text-align:center;"| 193,702
| style="text-align:center;"| 69,991
| style="text-align:center;"|36%
| style="text-align:center;"|<ref>{{cite web |url=http://www.tio.com.au/__data/assets/pdf_file/0017/141263/AR_2012_complete.pdf |title=2012 Annual Report  |access-date=2023-04-24 |language=en |archive-url=https://web.archive.org/web/20140222005247/http://www.tio.com.au/__data/assets/pdf_file/0017/141263/AR_2012_complete.pdf |archive-date=22 February 2014 }}</ref>
|-
| 2013
| style="text-align:center;"| 158,652
| style="text-align:center;"| 57,298
| style="text-align:center;"|36%
| style="text-align:center;"|<ref>{{cite web |url=http://www.tio.com.au/__data/assets/pdf_file/0018/141264/2013-AR.pdf |title=2012{{ndash}}2013 Annual Report  |access-date=2023-04-24 |language=en |archive-url=https://web.archive.org/web/20140222005235/http://www.tio.com.au/__data/assets/pdf_file/0018/141264/2013-AR.pdf |archive-date=22 February 2014 }}</ref>
|-
| 2014
| style="text-align:center;"| 138,946
| style="text-align:center;"| 58,009
| style="text-align:center;"|42%
| style="text-align:center;"|<ref>{{cite web |url=https://www.tio.com.au/__data/assets/pdf_file/0005/162662/TIO-2014-Annual-Report-WEB.pdf |title=2013{{ndash}}2014 Annual Report  |access-date=2023-04-24 |language=en |archive-url=https://web.archive.org/web/20150227223034/http://www.tio.com.au/__data/assets/pdf_file/0005/162662/TIO-2014-Annual-Report-WEB.pdf |archive-date=27 February 2015 }}</ref>
|-
| 2015
| style="text-align:center;"| 124,417
| style="text-align:center;"| 55,529
| style="text-align:center;"|45%
| style="text-align:center;"|<ref>{{cite web|url=https://annualreport.tio.com.au/|title=Telecommunications Industry Ombudsman|website=annualreport.tio.com.au|url-status=dead|archive-url=https://web.archive.org/web/20160201070125/https://annualreport.tio.com.au/|archive-date=1 February 2016|access-date=25 January 2016}}</ref>
|}