Had an issue with Aramex? Get a real response.
Aramex is an Australian courier company, offering global courier, freight, and logistics services with secure delivery and shipment tracking. They offer multiple ways to submit a complaint, including via phone call (1300 327 892), through an online complaints form, social media, in person at the local depot, or by contacting the retailer directly. Aramex will normally aim to resolve any issues within a couple of days.
Customers often report issues with Aramex’s customer service, mentioning late or missed deliveries, or lost parcels. Other issues that also come up refer to their poor communication, mishandling of parcels where items are delivered broken, incorrect deliveries, and issues with tracking updates.
Once the complaint has been received, the team at the local Aramex depot near you will normally check depot logs, courier statements, or tracking history, sending you updates as they progress further. If you receive an outcome you’re not happy with, you can escalate your complaint to the supervisor or reach out to external parties.
It’s important to document all interactions you have with any Aramex customer reps, including reference numbers, names of staff you speak to, and any photo evidence or footage of your issue. Providing them with as much detail as possible will help you get the outcome you’re after, and gives you a reference if you need to escalate the complaint further.
How to submit a complaint with Aramex
Having a problem with Aramex (formerly Fastway Couriers)? Here’s how to lodge a complaint and start getting answers:
- Phone: Call s (1300 FASTWAY). You’ll reach your local depot where you can raise delivery issues and get a case number.
- Online Form: Head to the Aramex Australia website, select “Submit an Enquiry” and fill out the details. Include your tracking number and contact info.
- Social Media: Send a message to Aramex via Facebook or tag them on X. It's not official, but you can sometimes get a faster reply.
- In Person: Use the Courier Locator to visit your local depot. This is handy for missed deliveries or urgent pickups.
- Through the Sender: Contact the retailer who sent your parcel. As Aramex’s direct customer, they can escalate on your behalf.
Tip: Include your tracking number, relevant dates, and any supporting evidence like photos. Keep a note of any reference numbers for follow-up.
Once submitted, your complaint is usually picked up by your local Aramex depot or customer service team:
- Confirmation: You’ll often receive a reference number. Phone complaints might get an instant update, while online forms submissions will receive email confirmations.
- Investigation: Local franchise teams (not centralised HQ) typically investigate. This includes checking depot logs, courier statements, or tracking history.
- Resolution Timeline: Basic issues might be resolved within days. Complex ones like lost parcels may take longer. Stay polite but persistent.
- Communication: You’ll get updates via your chosen contact method. If the parcel is lost or damaged, they may explain next steps or provide compensation info.
- Outcome: This varies. Some cases end in a replacement or refund (often through the retailer); others may be closed with an apology or service improvement.
Important: Aramex doesn’t always assign a named case officer or follow a formal SLA, but don’t let that stop you from chasing a fair outcome.
Common complaints against Aramex
Based on public reviews and consumer forums, here’s what customers most often report:
- Late or Missed Deliveries: Tracking shows “out for delivery” but no drop-off. Parcels stuck in depots for days or weeks.
- Lost Parcels: Parcels vanish in the network. Tracking stops updating, and Aramex can’t provide clear answers.
- Poor Communication: Calls unanswered, slow or vague email replies. Some users report rude or unprofessional responses.
- Parcel Mishandling: CCTV shows parcels being tossed, fragile items arriving damaged.
- Incorrect Delivery: Marked as “delivered” but never received. Often dropped at the wrong address or left unsafely.
- Tracking Issues: Inconsistent tracking updates or confusing status messages make it hard to follow your parcel’s journey.
While many deliveries go smoothly, the high volume of negative reviews shows these issues are far from rare.
Aramex complaints submitted through Ajust
I watched the Aramex driver "drop off" my parcel without even ringing the bell. I was home, waiting, and still ended up with a missed delivery card. It's disappointing when they don’t even try - especially after I paid for the service. I just want the basics done right. - Arvindpreet
My parcel was thrown on the ground by the Aramex driver, damaging what was inside. After all the waiting, to see it arrive like that felt careless and disrespectful. It’s not just the item, it’s how little they seem to value the customer. - Ashlee
For the second time, Aramex left my parcel in the garage behind my car, which was nowhere near my unit’s actual delivery spot. With people sleeping nearby and security an issue, I just need them to deliver where it's safe, not convenient for them. - Jennifer
My watch never arrived, but the open box did. I caught it all on my security camera - two Aramex staff near my yard and no one else in sight. It’s hard to shake the feeling that something went very wrong, and no one is taking responsibility. - Lee
How other consumers Aramex complaints got resolved
Mishandled Parcel & Rude Reply
- Issue: Parcel thrown at door, followed by offensive text from Aramex rep.
- Resolution: Public backlash prompted a formal apology from Aramex Australia.
Poor Delivery & No Compensation
- Issue: Fragile item left in bushes, driver didn’t knock.
- Resolution: Aramex “spoke to the driver,” but gave no refund or remedy.
Lost Package, Then Found
- Issue: Marked “delivered” but nowhere to be found.
- Resolution: After three weeks, the parcel arrived. No explanation.
If you're not getting anywhere with Aramex, here’s what to do:
- Ask for a Supervisor: Push for escalation internally. Mentioning a formal complaint or media attention often moves things faster.
- Involve the Sender: Retailers have more sway. If your item was from a store, ask them to pressure Aramex or send a replacement.
- External Bodies:
- State Consumer Affairs (e.g. NSW Fair Trading): File a complaint if Aramex won’t resolve your issue.
- Postal Industry Ombudsman (PIO): Check if Aramex is covered. If yes, lodge your complaint there.
- ACCC: For broader issues (misleading conduct, systemic failures), file a report online.
- Tribunals (VCAT, NCAT, etc.): As a last resort, you can take legal action if there’s financial loss.
- State Consumer Affairs (e.g. NSW Fair Trading): File a complaint if Aramex won’t resolve your issue.
Remember: Document everything including dates, names, emails, screenshots.
Need to escalate officially? Here’s where to turn:
- State Consumer Agencies (e.g. NSW Fair Trading, VIC Consumer Affairs): Free and often effective. They’ll contact Aramex on your behalf.
- Postal Industry Ombudsman (PIO): Only if Aramex is a registered participant.
- ACCC: Report systemic breaches, deceptive conduct, or refusal to meet consumer rights.
- Civil Tribunals (e.g. VCAT, NCAT): File a small claim if your parcel loss has caused financial harm.
Many customers only get results after contacting these bodies, so use them if you’ve hit a wall.
- Submit an Enquiry to Aramex: Aramex Contact Form
- Find Your Local Depot: Courier Locator
- Read the Fine Print: Aramex Conditions of Carriage
- FAQs & Support: Aramex Help Centre
Aramex Complaints FAQs
How do I submit a complaint to Aramex in Australia?
To submit a complaint to Aramex, you can call 1300 327 892, use their online enquiry form, or message them on social media. You can also contact your local depot in person or go through the retailer who sent your parcel. Always include your tracking number and keep a record of any reference numbers. These details help speed up the process and improve your chances of getting a response.
What should I expect after filing a complaint with Aramex?
After lodging a complaint, you’ll usually receive a reference number and confirmation via phone or email. Local depot staff (not head office) typically handle investigations, which can take a few days to weeks depending on the issue. Stay persistent and document all interactions. Aramex doesn’t guarantee a case manager or strict timeline, so following up regularly is essential.
What are the most common delivery issues reported about Aramex?
The most common Aramex complaints include late or missed deliveries, lost parcels, poor communication, and parcels marked “delivered” but never received. Many users also report tracking failures and damaged goods. While some deliveries go smoothly, the volume and consistency of these issues suggest a pattern, especially during high-demand periods.
How can I escalate a complaint if Aramex doesn’t respond?
If Aramex isn’t resolving your issue, you can escalate by asking for a supervisor, contacting the retailer, or involving consumer authorities like NSW Fair Trading or the ACCC. Check if Aramex is covered by the Postal Industry Ombudsman before lodging a case there. It's important to always document emails, names, and reference numbers to support your case.
You’ve done your part, now it’s time to hold Aramex accountable.
Take the final step and submit a complaint that gets seen and responded to.