http://www.smh.com.au/news/national/anger-at-clipping-of-telstras-gripe-line/200
7/06/12/1181414305862.html

THE scrapping of a service enabling MPs to directly pass on complaints about
Telstra has angered the federal Minister for Education, Julie Bishop.

The system allowed constituents frustrated with Telstra's complaints system
to contact their MPs, who had special access to a consultant.

However, a recent email sent to Ms Bishop and other MPs said this service
was no longer available for anything other than "urgent ministerial
inquiries".

For more routine complaints, MPs are advised to "ensure the inquiry is from
a Telstra customer".

"Please ask your constituent to call one of the following numbers to have
their issue managed directly by Telstra staff," the email says.

It lists a range of numbers with the 13 prefix. The email was sent to all
West Australian MPs, but the change has been made nationally.

Ms Bishop said the service had been invaluable for dealing with MPs whose
gripes ranged from mobile phone black spots to poor broadband service. "It's
been a constant source of support. We relied on it," Ms Bishop said.

But a Telstra spokesman said the previous system stemmed from the days when
the Government either wholly or part-owned Telstra. The Government sold most
of its remaining shares last year.

"When Telstra was government-owned, many constituents went to their MPs
rather than Telstra," the spokesman said. "Since the Government sold its
remaining shares, we have encouraged our customers to come to Telstra. We
think it's preferable they come to us rather than their local MP."

A Telstra official said the complaints service had vastly improved and going
through an MP only wasted time because most complaints could be directly
resolved by Telstra itself.