What to Snap
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.