...The problem with service inefficiencies of Privatised ex Public Enterprises, is the “Institute of Public Affairs”. A “Stink-Tank” of pigs with snouts glued to a trough with absolutely no regard for the social well-being of Australians!

That's what happen when public utilities are sold (or partly sold). They have the infrasturcture but they don't answer to a minister anymore. It all becomes about money - not service.

You were fortunate in finding someone who actually spoke English.
Although, as a Telstra shop employee once told me, "all our call centre people speak English"
To which I replied "Yes, and sometimes you understand what they say"
Telstra is a pain in the b-m to try and do anything other than actually buy from.
All care but certainly no responsibility.
When they have your money and/or credit card number they are no longer interested.
Then again, perhaps all telecommunication companies are this way.

One of the few things the physically disabled, single mums and mentally alert oldies can do, is answer the phone.
And indeed, in so doing, supplement often meagre incomes!
And those supplemental incomes, simply don't have to be more expensive in total, than offshore outsourcing!
And think, this not inconsiderable combined outlay, of many multiple millions, currently heading offshore, if rerouted back to poverty post codes in Oz, would dramatically improve the discretionary spending power of serially disadvantaged Australians, who currently have little or none!
But particularly in generational poverty traps, [rural villages etc.], where even quite modest increases in discretionary spending, say just 25% of single aged pensions, would have snowballing commercial opportunity outcomes, for the local business district and all who supply them!
Which in turn, would eventually produce significant pay back improved business opportunities, for those currently doing, all the call centre outsourcing.
Ever hear of a thing called the NBN, and the new, think outside the square possibilities, or endless new small business opportunities it offers?
Moreover, it ought to be eminently possible to trace and prosecute those few, who simply ring up to abuse service providers; if call centres, even highly fragmented ones, were once again located in OZ!
Rhrosty.

I laughed out loud when I read your article. I too have been a victim of the "vortex" and not just with Telstra.

But you make a major mistake in this article. Telstra is not our "National" anything. It is just one of the Telcos out there. Yes, by far the biggest but not "ours". It got privatized. Your expectations of a commitment to provide service to the nation went out the window with that privatization.

They are providing a commercial service in a typical commercial fashion. Live with it or start a campaign to "nationalize" Telstra.

Alternately support the National Broadband Network and campaign to have a commitment to provide a defined level of service to all Australians.

Oh and BTW, QANTAS is not our "National Airline" it too got sold off to the commercial market.

After 30 years my account is no longer with Telstra, after a similar bit of rubbish with so called "English" speakers in the Philippines, who had no idea what I was talking about.

I rang a number of oil companies call centers, asking for technical information. I now use only the one oil company who's answer was in "real" English.

The moment I get one of "those" accents when I call a company, they are off my supplier list.

Do pay attention companies. It is going to cost you progressively more business if you have foreign call centers. All so be aware, foreign accents in an Oz call centre are likely to be misinterpreted.

I have tinnitus. Using a phone is not all that easy. If you want my business you had best make it as easy as possible for me.