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I am writing about your website which was brought to my attention this
morning.

I understand your desire to help customers by providing contact details
for Sensis and Telstra staff. Naturally we are always happy to hear
from customers and address their concerns.

Unfortunately your suggested points of contact at Telstra and Sensis
cannot provide your visitors with the level of service they expect and
deserve. We have a team of dedicated case managers at Sensis as well as
staff who deal with general Telstra customer queries. To direct our
customers to a couple of specific individuals is not the most effective
way to direct your visitors' complaints. In the past, this double
handling has added to the delay experienced by customers.

With this in mind, I request that you remove the names and contact
details of Maria Xavier and Christine Patterson. Your visitors are
bound to receive much faster and personal assistance if they call our
dedicated complaint staff using the following numbers, which I hope you
will post on your site:

* White Pages Customer Service 1800 810 211
* Yellow Pages Customer Service 13 23 78
* Fax number: 1800 639 169

Naturally, complainants are encouraged to deal directly with Telstra,
rather than outside organisations, when they have issues.

Regards,

Andrew Maiden
Public Policy & Communications