if you don't recognise that the following is a customer service deficiency, you really need to look at your business model.
While resolving a TIO complaint with your complaints team, I asked for my most recent bill to be emailed to me. The lady told me she couldn't email it because I haven't signed up to online billing. So despite the fact that she was quite happy to openly discuss the financial status of my account, which showed she trusted my identity, she had no means to action my request to send me my bills by email. She said I need to specify a password and security questions, etc., and that she can't do this for me. I don't understand why I would need to log in to any system other than my email client in order to receive an email. The truth is that I DON'T. The only reason I'd need to log into your system is to specify that I want my bills emailed to me. Why should I have to do this? I just gave your staff member explicit permission to do it for me. Yet despite the fact that I'm the customer, I'm
the one who has to do the work.
So after I resigned myself to this limitation, she said she'd email me a summary of our discussion, and asked for my email address. I gave it to her, but she misheard it, and I said, "Surely you have it on file?" She said I didn't supply it as part of my TIO complaint!!! Do you mean to tell me that a complaints officer called me to resolve a complaint without my customer record open in front of her?! That the only information she had was my account numbers and what the TIO reported? Well clearly I - as a customer - am not very important, if none of my details or any record of my customer history are even available, much less considered as part of this complaints resolution!
Telstra these are the sorts of issues that make people hate you. Your system is clearly not set up to accommodate the customer. And don't get me started on your offshore 'support'.