Telstra ups customer service offerings

Jenna Pitcher
Tuesday, 07 September 2010 16:00

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Telstra today delivered a handful of fixes and updates to its BigPond broadband services to include faster shaped speeds, transferrable email addresses, free customer service calls and up to 15 free mailboxes.

“BigPond customers told us they didn’t want to pay for additional BigPond email addresses, which is why we’re now making them free of charge,” said Jenny Young, Telstra Consumer executive director, of BigPond customer feedback in a statement. The picture above is of a Telstra central operations centre.

Customers can transfer their email addresses “if they changed BigPond products (eg cable, ADSL or wireless broadband services)”, and returning Telstra consumers can reactivate their old email addresses. Additional service augmentations include the fact that calls made to Telstra customer service and enquiry numbers are now free of charge.

Also, a “case-managed movers program” — a dedicated customer service team — has been set up to help customers manage their communications transition when they move house. No additional costs are associated with the moving home services, although moving certain products do have existing fees.

Pre-booked weekend apppointments have been opened up for metropolitan and selected regional consumer and small business customers. The weekend call-outs accrue no additional cost and are the same as weekday service call-outs, with cost depending on the product or service performed.

“Local customer service experts”, are representatives that roam regional communities to discuss consumer issues on a face to face level. “These are on the ground experts in regional locations who can assist customers in-store and on the road,” said a Telstra spokesperson. The representative services are free.

Conusmers who exceed their monthly data allocation on BigPond Elite and Ultimate plans will be shaped up to 256kbps — “four times faster than before,” Telstra’s Young stated.

Image credit: Telstra