Ruqayyah Snyder
Amazon Australia offers multiple ways to lodge a complaint. Customers can call 1300 205 213, a direct line that is open 24/7 and connects to support for orders, Prime, Kindle and more. Other options include logging in to Amazon.com.au and accessing the Contact Us page to start a live chat or request a callback, or using the mobile app to tap Customer Service in the menu to start a chat or request a call. For non-urgent complaints, customers can email [email protected], though chat or phone may yield faster results.
| Characteristics | Values |
|---|---|
| Common issues | Delivery issues, product faults, return & refund delays, customer service issues, billing issues |
| Ways to lodge a complaint | Phone, online, mobile app, email, Twitter |
| Phone number | 1300 205 213 |
| Email address | [email protected] |
| Twitter handle | @AmazonHelp |
| Live chat | Available on the Amazon website or app |
| Self-service options | View, edit, or cancel orders, track a package, start a return or replacement process, access an invoice, get help with an order sold by a third-party seller |
| Third-party seller issues | File an A-to-Z Guarantee claim |
| External options | Australian Consumer Law (ACL), State Fair Trading, ACCC, TIO |
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What You'll Learn
Contacting Amazon Australia customer service
If you need to contact Amazon Australia's customer service team, there are a few ways to do so. Firstly, you can visit the Customer Service page on the top navigation bar of the Amazon website. From there, you can select the option that best addresses your question or issue in the 'Some things you can do here' section and follow the prompts. If you can't find a suitable category, you can scroll down to Browse Help topics, select 'Other topics & More Help', and then click 'Contact Us'.
Alternatively, you can select 'Your Account' from Accounts & Lists on the top right of the homepage and choose the 'Contact Us' panel to reach out to customer service directly. As before, you should then select the option that best addresses your question and follow the on-screen prompts.
If you are unable to find a solution to your issue through these self-service options, you can contact Amazon Australia's customer service team directly. One way to do this is by filling in the relevant form on the Amazon Australia website with your personal information, after which the customer service team will follow up with you shortly.
Another option is to use a third-party platform such as Ajust, which helps consumers resolve complaints with businesses by sending complaints to the right place and following up with the business. This platform is free to use for consumers, although there is a paid version available for faster results or further action.
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Common issues and how to resolve them
Amazon Australia offers multiple ways to lodge a complaint or resolve common issues. Here are some of the most reported problems and how to address them:
Delivery Issues
Late, lost, or damaged packages are common concerns, especially when Prime deliveries are involved. Amazon typically resolves these issues quickly and may offer instant refunds or replacements. You can contact Amazon via live chat or phone to address these issues.
Product Faults or Wrong Items
If you receive defective goods or items that don't match their descriptions, you are legally entitled to a refund, replacement, or repair under the Australian Consumer Law (ACL). Contact Amazon's customer service, and they will guide you through the process.
Return and Refund Delays
In cases where refunds are not processed after returning an item or when return instructions are unclear, you can request a supervisor via chat or phone. Amazon aims to resolve most complaints instantly, especially those regarding refunds and replacements.
Customer Service Issues
Being passed between agents, receiving scripted replies, or experiencing unresolved cases can be frustrating. If you are facing issues with Amazon's customer service, you can contact them via email ([email protected]) for non-urgent complaints or use their live chat or phone support for faster results.
Billing Issues
Unexpected Prime charges, duplicate billing, or gift card problems are also common. You can resolve these issues by logging into your Amazon account, going to the "Contact Us" page, and starting a live chat or requesting a callback. Remember to have your order number and account details ready to speed up the process.
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Making a complaint via Ajust
If you have a complaint about Amazon Australia, you can use Ajust to simplify the complaint process and ensure your story is heard.
Ajust is an intuitive platform that helps hundreds of people each month by making it simple to share their stories and resolve their issues.
To make a complaint via Ajust, go to their website and answer some questions about what happened. Ajust will then use your answers to automatically create a complaint with the correct details and send it to the right place at Amazon. You will receive a response from Amazon offering a resolution to your complaint. If you are unhappy with the resolution, Ajust will help you explore other options.
Ajust is free for consumers to use, and there is a paid version available if you need to take further action or want faster results. The platform is designed to be fast and easy to use, and Ajust will take care of everything for you, including following up with the business.
Ajust can be used by any Australian consumer to resolve complaints with any Australian businesses, including Amazon.
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Phone, email, and live chat options
Amazon Australia offers several ways to make a complaint via phone, email, or live chat.
Phone
You can call Amazon Australia's 24/7 direct line at 1300 205 213. This line connects you to support for orders, Prime, Kindle, and more.
For non-urgent complaints, you can email Amazon Australia at [email protected]. However, please note that phone or live chat options may result in faster resolution times.
Live Chat
You can access live chat through Amazon's website or mobile app. On the website, go to the "Contact Us" page to initiate a live chat or request a callback. Within the mobile app, tap "Customer Service" in the menu to start chatting or request a call. Live chat is available 24/7 and often provides instant resolutions, especially for refunds, replacements, or delivery issues.
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What to do if Amazon won't help
If you are unable to resolve your issue with Amazon Australia through their customer service team, there are a few other options you can try.
First, ensure that you have thoroughly documented your interactions with Amazon so far, including any relevant screenshots, emails, or chat transcripts. This documentation will be useful if you need to escalate your complaint further.
Next, consider using an external platform like Ajust, which helps Australian consumers resolve complaints with businesses. Ajust simplifies the complaint process by guiding you through creating and sending your complaint to the right place within the business. It also offers follow-up support to increase your chances of a resolution. This platform is free for consumers to use, with the option to upgrade to a paid version for faster results or to take further action.
If you are still unable to get a satisfactory resolution, you may want to seek legal advice or consider alternative dispute resolution options, such as mediation or arbitration. These options can help you pursue your complaint further and potentially reach a mutually agreeable solution without going to court.
Remember to stay organised, persistent, and calm throughout the process, and try to provide as much relevant information as possible when making your complaint.
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Frequently asked questions
You can contact Amazon Australia's customer service by calling their 24/7 support line at 1300 205 213, using the live chat feature on their website or mobile app, sending an email to [email protected], or tweeting @AmazonHelp.
It is recommended to have your order number and account details ready before reaching out to customer support, as this will help speed up the process.
According to forums and reviews, common issues reported by Amazon Australia customers include delivery issues (late, lost, or damaged packages), product faults or wrong items being delivered, refund and return delays, customer service issues, and billing issues such as unexpected charges or duplicate billing.
For issues involving third-party sellers, you can file an A-to-Z Guarantee claim. If your issue is still not resolved, you can contact Fair Trading or lodge a complaint with the ACCC under Australian Consumer Law.
Under the Australian Consumer Law (ACL), you are legally entitled to a refund, replacement, or repair for faulty products. If Amazon is not complying with your consumer rights, you can contact State Fair Trading (e.g. NSW Fair Trading) to formally raise your case with Amazon.
