Telstra is a leading brand telecommunication and media firm that creates and operates telecommunications networks and markets of the entire Australia. Telstra offers a wide range of services like voice calling, mobile and handset, broadband and internet accessibility and other entertainment services that is enough to compete with the existing telecom industry of Australia as well as of other nation’s firms. Nowadays Telstra is going through the customer services issues which have affected its business growth. There are several areas where it needs improvement like Telstra’s is offering product and services that are below the customer’s need and their services also do not meet with the international standards. Telstra is the only efficient provider of broadband services in Australian market. In these two cases Telstra implements their classic and monopoly behaviour for limiting the output. It did not even have facilities in its working process and though there are some alternative technologies like satellite and wireless that could find out the issues and its solution, but they did not go for that. Communication issues have been identified as the major problems to offer effective and quality customer services for Telstra. Competition level in telecommunication has further increased issues of customer turnover as companies are facing challenges in retaining customers. Being a customer service manager it is my job to find out the causes and solutions of these issues of Telstra (Ed Willett, 2004).