Hi AdamTelstra,
I sumitted a complaint a while back, so I have a case manger. To be honest that is the one mitigating factor of my current situation with Telstra -- my case manager has been very good about tracking down what's going on with my order. It's only his helpfulness that has prevented me taking this to the TIO.
If this is a good venue for offering feedback, although I'm annoyed by my order's slow progress, the main thing I'd emphasize is communication. Delays can always happen, but a customer shouldn't be forced to spend as much time as I have trying to find out what's going on.
Even more specifically, the order status page at https://www.my.telstra.com.au/myaccount/track-my-order is particularly deficient. The message it gives re the delay is:
We're sorry, but your order has been delayed. We're working on completing it as soon as we can. We'll contact you if we need more information.
Not only did I have to find this page myself, the actual message is vague and in obvious contravention of the TIO requirements for providers. To quote from https://www.tio.com.au/about-us/position-statements/transfer-of-services:
The consumer should be kept informed throughout the transfer, especially when there are problems causing a delay. The gaining provider should tell the consumer the reasons behind any delay, and what is being or must be done to complete the transfer.
I think this would be useful to pass up the feedback line. Ideally in the event of a delay the customer should receive regular status emails, including some specifics as required by the TIO in the quote above.
Hopefully once I'm connected again Telstra might regain my trust.
Cheers.