Looking for the right people to help you report damage to Telstra equipment in your community?
We’re here to help you report damage to Telstra pits and equipment in Australia when you use the Snap Send Solve app, or create a Snap using the form below.
Using Snap Send Solve, you can report damage to pits and equipment directly to Telstra in just under 30 seconds.
Telstra Pits, otherwise known as manholes or hatchets, are strategically positioned throughout your community for the inspection and distribution of underground cables in your area.
Think of them as access points to the underground network!
While these pits are usually locked, when they are broken or damaged this can lead to potential service disruptions, as well as posing a hazard to members of your community.
When you report a broken Telstra Pit, we’ll give you the option to create a quick Snap with images, your geo location, along with a description with the Snap Send Solve app or the form above.
However, if the issue poses an immediate danger to yourself or members of your community, you will be prompted to contact someone from Telstra directly who can help you work through the issue as soon as possible.
You can report damage to a Telstra cable and other equipment under the ‘Pit and Equipment’ incident type in the Snap Send Solve app, or use the form above to quickly create a Snap.
Examples of Telstra equipment can include pillars, cabinets, underground cables, overhead cables, elevated joints and manhole covers.
Just like a damaged or broken Telstra Pit, damaged Telstra equipment, such as Telstra line faults, can pose a potential danger to yourself or the community.
In this case, you’ll be given the option to be put directly in touch with someone at Telstra who will help you work through the issue as quickly as possible.
We will suggest for you to get in touch with Telstra immediately on 13 22 03 if:
Damaged electrical goods are hazardous in nature, so we recommend that you report damage to Telstra as quickly as possible.
This is made easy using Snap Send Solve, which allows you to create a Snap in under 30 seconds. Just Snap a photo, add a description and we’ll notify the right people!
Damaged electrical equipment can pose risks such as serious injury, damage to property and public safety.
Damage to electrical equipment can also cause power outages and electrical surges.
When you report damage to electrical equipment, you can be a part of making your community safer.
In circumstances where you’ve been put in touch with Telstra, they may require you to send further details, which you can send through quickly using the app or the form above.
In most cases, someone from Telstra will be sent to assess the issue, make sure it is safe, and take further action if necessary.
We’ve found that Snappers report high response rates and prompt resolutions when using Snap Send Solve, without time spent following up emails.
Snap using the app so you can easily track the progress of your Snap in the History section of the Snap Send Solve app and provide feedback, along with your satisfaction rating.
Telstra have their own customer service level standards and will provide feedback on your Snaps depending on their time and resources.
If your report isn’t Solved right away, you can also send a Nudge two weeks after sending your Snap, which is a friendly follow up signal to the Solver.
However, issues involving broken or damaged pits and equipment are usually treated as a high priority and addressed immediately.
Snap Send Solve is a platform that enables authorities and their customers to identify and solve local issues for the benefit of communities everywhere. Simply snap a photo of the problem, send a report in 30-seconds using the app and the issue is sent directly to the appropriate authority to be solved.
Snap Send Solve is available throughout Australia and New Zealand.
Snap Send Solve is free to download from the App Store and Google Play*, and is as simple to use as its name.
If you are an authority who would like to utilise the platform, you can find more information about our Enterprise offering here.
*Mobile data fees and charges may be incurred by telcos/carriers.
Snap Send Solve works on both iOS and Android devices and is available to download for free on both the App Store and Google Play.
Note that some older versions of iOS and Android are not supported.
You can also submit reports via the Snap Send Solve reporting website, report from your desktop here.
Snap Send Solve enables users to report an array of incidents including, but not limited to:
If you need to report a different issue either submit it under the General Request incident type or get in touch with us if you think we should add it to the Snap Send Solve platform.
Snap Send Solve eliminates the complexity of knowing where and how to report incidents on the spot by enabling users to capture and send photos of issues that need attention, wherever they are. Your geolocation will automatically be tagged, so your report is sent to the correct council or authority, all you have to do is confirm that the location of your report is correct.
If you wish to change the email address linked to your Snap Send Solve account you will need to log out and sign up with a new email address. Your existing report history will not be transferred to your new account however there will be records of each report sent in your email inbox.
By categorising incident types and assigning them to the appropriate authority based on the user’s location, Snap Send Solve makes reporting issues quick and simple.
Each authority has a different customer service level agreement, and feedback from our users tells us the vast majority of requests submitted via Snap Send Sold are resolved within a faster time-frame.
Many authorities will provide feedback on your reports, from receipt through to resolution. However, you may not hear from all authorities.
You can also find report updates, such as whether your report has been viewed by the relevant authority in the History section of the app.
Yes, you can provide feedback on whether an issue has been resolved as well as your satisfaction rating within the History section of the app. This feature will become available two to four weeks after submitting a report.
Snap Send Solve allows app users to report to every council in Australia and New Zealand as well as a number of other authorities, including water and electricity providers, supermarket chains and state government departments.
All Local Councils and Authorities receive basic report information for free.
Snap Send Solve offers two different subscription options for Local Councils and Authorities.
Snap Send Solve offers a paid version of our platform to Local Councils and Authorities. We refer to this as an Enterprise subscription. We publish our pricing here.
Supporting Authorities can integrate reports into their work management system so they can respond quickly to reports. This saves time and money for the Authority and creates a seamless experience for their customer.
Supporting authorities care deeply about their customers' user experience and strive to make it as easy-as-possible for customers to report issues to them. Based on our data, Supporting Authorities have a higher customer satisfaction rating.
Snap Send Solve provides a free service to Local Councils and other Authorities, who receive unlimited reports for free. Reports currently include images and geolocation to accurately pinpoint where the issue is and contain more detail than a phone call or a manually created email.
Offering a platform that works universally means that you can be confident reports will be delivered to the responsible Authority, anywhere in Australia and New Zealand.
The Blue Tick is used to identify Supporting Authorities within the Snap Send Solve platform. If an authority does not have a blue tick next to their name they will still receive your report.
Supporting authorities help Snap Send Solve to continue providing an efficient reporting platform to communities across Australia and New Zealand.
Snap Send Solve takes your privacy very seriously. When you download and use the App, website or other online services, information is collected that enables you to provide feedback on community assets and infrastructure requiring repair or attention. When reporting, you are asked to provide personal information to help authorities get back in touch with you, where required.
We love to hear suggestions for improvement from our users and authorities and make regular updates to our service.
To provide us feedback send an email to email@example.com.
Snap Send Solve has changed the order of our reporting process for a variety of reasons.
Firstly, we have dramatically reduced the taps required on a ‘standard’ report from 13 to 8, making reporting issues in your community quicker than ever before. For Supporting authorities who set up ‘Call Only’ incident types, getting to a relevant contact number is now faster than ever.
Secondly, location accuracy is greatly improved due to the confirmation of location at the beginning of the reporting process. We also now provide the geo-code of the location as the primary location identifier as this is more accurate and helpful to authorities than a street address.
Thirdly, the new reporting flow will allow us to introduce a range of future functionality for Supporting authorities, such as the ability to add audio and video files to reports.
The new reporting order is:
1. Confirm your location
2. Select the Incident Type
3. Take a photo of the issue
4. Fill out notes and any additional fields
5. Send report