DAVID THODEYCHIEF EXECUTIVE OFFICER

16 December 2011

Mr Tony IlianCustomer Service ConsultantService DeliveryTelstra OperationsLocked Bag 2534PERTH WA 5OO1

Dear Tony

I was recently contacted by two of our customers, Mr John Idle and Ms Mel Wemm, praising yourefforts in connecting their business system.

Mr Idle and Ms Wemm expressed their past frustration with dealing with Telstra, however theymentioned that you were very helpful and your dedication and commitment had helped to restoretheir faith in our organisation,

Everv interaction you have with our customers is an opportunity to change the way our custonners

talk about Telstra and it is clear that you were very successful on this occasion.

please accept my personal thanks and I hope you are very proud of this feedback. I encourage youto keep making a positive difference and delighting our customers every day.

Yours sincerelywL

cc: Melissa Carrell, Team Manager Customer Service, Service Delivery, Telstra OperationsBrendon Riley, Chief Operations Officer, Telstra Operations

TELSTRA CORPORATION LIMITED

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LOCKED BAG 6600, SYDNEY NSW 2OO1

LOCKED BAG 5639, MELBOURNE VIC 3OO1

DAVID THODEYCi.]]EF EXECUTIVE CFFICTR

16 December 2011

Mr John G Idle and Ms Mel WemmArmadale Central Shopping CentreShop 11 / 10 Orchid AvenueARMADALE WA 6112

Dear Mr Idle and Ms Wemm

Thank you for your email of 30 November 2011.

Our aim is to ensure that every customer hasorganisation and it was disappointing to read thatdifficulties connecting your services.

a positive experience when dealing with ouras a new customer to Telstra, you encountered

While I was pleased that Tony worked diligently to restore your faith in our organisation, I apologisefor the delay and frustration this matter caused.

At Telstra we are undergoing significant change and are committed to lead the industry in customerservice. I acknowledge we have work to do, however I am confident that through the changes weare making and with dedicated staff like Tony, we will achieve our goal.

Thank you for choosing Telstra as your communications supplier. I appreciate that you took the timeto provide your feedback and I will ensure that Tony receives your thanks and is commended for hisefforts.

Yours sincerely

D,tn.ilI'@d"\Jcc: Tony Ilian, Customer Service Consultant, Service Delivery, Telstra Operations

Brendon Riley, Chief Operations Officer, Telstra Operations

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