A DEAF Ormiston woman has spoken out against Telstra’s handling of complaints.
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Ursula Kajewksi said she had experienced problems with her landline, internet and mobile connections since moving to a new address four months ago.
The 63-year-old can make and receive calls only using a landline CapTel phone, which is connected to the internet for a transcription service.
The service enables Ms Kajewski – who can speak – to read what the other person is saying.
Ms Kajewski said she had been unable to use her CapTel phone at times because of Telstra’s unreliable landline and internet services.
She tried to have the problem fixed but said her requests to Telstra for them to contact her via email or text messages were ignored.
She was instead repeatedly rung by Telstra staff, who left messages she could not hear.
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Ms Kajewski said Telstra had left her in a dire situation because of the connectivity problems, which included limited mobile reception in her home.
“It puts me in a compromising situation,” she said.
“I can’t get a get call out and don’t know if a text has or has not gone.”
Ms Kajewski said she would lodge a discrimination complaint should her submission to the telecommunications ombudsman not spur Telstra to fix her landline, internet and mobile reception issues.
A Telstra spokesperson apologised to Ms Kajewski when approached by Redland City Bulletin for a response.
“This isn’t the experience we want our customers to have and we apologise to Ms Kajewski for the inconvenience this is causing,” the spokesperson said
“We are investigating what is causing the issues with her service and we have been in contact with her via email (on Monday).”
Ms Kajewski remained adamant Telstra did not cater to clients with disabilities.
She said she paid Telstra $120 per month as part of a home internet and landline bundle and $40 per month for a prepaid mobile service but was advised by Telstra staff to spend $300 on a special needs service and pay $1000 for a “smart” antenna to get the problems fixed.
“Telstra continues to charge me for services I am not provided,” she said.
