Had an issue with DHL? Get a real response.
Scheduling a delivery or sending a parcel with DHL is typically a smooth process, but there are occasional hiccups you may want to report. Some issues customers reach out to DHL about include lost parcels, false delivery attempts, damaged goods, unexpected customs fees, and billing or misdelivery errors. If you're in any of these situations there are several ways to alert DHL of your complaint.
DHL's phone support line is the quickest and most efficient way to file a complaint, with the online complaint form and website chat being the next best options. Visiting a local DHL depot is also an option for things like stuck parcel enquiries.
When submitting your complaint, be sure to include your tracking number, shipment details, images (if applicable) and a detailed description of your issue and what you're hoping the outcome will be. Simple issues can be resolved within a couple of days, but tracing or re-delivering parcels could take several weeks.
Beyond general support, you have the option to escalate your complaint to a supervisor or manager, or email the dedicated complaints team at DHL. The Australian Postal Industry Ombudsman does not cover DHL, therefore customers can go to the ACCC or Fair Trading offices in their state or territory for external escalation.
How to submit a complaint with DHL
Need to report a lost, delayed, or misdelivered package? DHL gives you multiple fast, official ways to lodge your complaint:
Phone Support
Call 13 14 06 within Australia (Mon–Fri: 7am–8pm AEST; Weekends: 8am–4pm AEST). For international calls: +61 7 3724 5700.
Have your tracking number ready and ask to lodge an official complaint.
Online Complaint Form
Go to MyDHL Express > Contact Us > “Lodge a Complaint” or use the online feedback form.
Submit your complaint with full shipment details and description of the issue.
Chat or WhatsApp
- Website Chat: Look for “Chat With Us” on the DHL site. You can request a live agent.
- WhatsApp: Message DHL at +61 419 558 256 for tracking support or agent referral.
Email for Billing Complaints
Email auaccounts.query@dhl.com if your complaint is about fees, invoices or incorrect charges.
Social Media
Message DHL via @DHLAustralia (Twitter/X) or the DHL Express Australia Facebook page.
Include your tracking number (in a private message) and issue summary. These teams often escalate internally.
Visit a DHL Depot
Major DHL depots (e.g. Sydney, Melbourne) accept walk-in inquiries for specific enquiries, like stuck parcels.
Bring ID, your tracking number, and call ahead to confirm availability.
Tip: Be clear and specific. Include dates, tracking number, location, and what you want the outcome to be.
Acknowledgment
- Phone complaints: Immediate case number provided
- Online/email: Receive confirmation with reference number within 24 hours
Investigation
DHL will investigate via:
- Package tracing
- Driver interviews (for “delivery attempted” or misdelivery cases)
- Customs coordination
- Billing review (if fees are disputed)
Updates & Follow-Up
You’ll usually hear back within a few business days for simple fixes. Complex cases (like lost items or insurance claims) may take 1–2 weeks. DHL may contact you via phone or email with a resolution or update.
Resolution Types
- Redelivery arranged
- Compensation for loss/damage (per insurance or standard limits)
- Fee refunds for incorrect charges
- Apology and service review (e.g. driver conduct flagged)
Closure
DHL closes the case after resolution, but if you're not satisfied, reply or call to escalate further. You can reopen a case if needed.
Common complaints against DHL
Delivery Attempted – But No One Came
This is a top complaint, “Receiver not home” marked when no one knocked. DHL may redeliver or escalate to a local depot when this is reported.
Lost or Missing Parcels
When tracking freezes or says “delivered” but you didn't receive it, DHL will trace the delivery. This may take days, but can result in compensation or recovery of the item.
Damaged Goods
Crushed, re-taped boxes or missing items often point to rough handling. DHL will investigate with photo evidence and may offer compensation.
Customs/Fees Confusion
Surprise customs duties or DHL brokerage fees (e.g. $18 fee for 41¢ tax) frustrate many. You can challenge or request fee waivers in some cases.
Customer Service Frustrations
Some customers report unhelpful phone agents and inconsistent answers.
Wrong Address / Misdelivery
Delivering to the wrong street, even suburb, happens. The delivery photo may show a stranger’s door. DHL will usually retrieve it and redeliver once alerted.
No Updates or Notice
Some packages are returned to sender without contacting the customer. Complain immediately if this happens.
Billing & Account Errors
Frequent shippers may see overcharges or missing agreed discounts. These are typically resolved by DHL’s accounts team when challenged.
DHL complaints submitted through Ajust
I was shocked when my DHL delivery was delayed with no clear update, especially because I needed the package for an important event. The lack of information just added to the stress, and I ended up chasing answers instead of preparing for what mattered. I just wanted someone to take responsibility and give me a straight update. - Wayne
My parcel went missing while I was away, and DHL later sent me a photo showing it placed inside my car without permission. After that, I realised some of my items were gone, and getting answers felt impossible. I had to push for any response, and I’m still trying to get compensation sorted. - Yasamin
I couldn’t believe DHL left my passport out in the rain next to my letterbox. It’s such an important document, and seeing it dumped like that was incredibly upsetting. Not having a proper tracking number made it even harder to get clarity. I just wanted DHL to treat something so sensitive with care. - Peter
I filed a complaint with DHL after my items arrived damaged even though I’d paid duties and GST. I sent every document they asked for, but getting updates has been exhausting. The back-and-forth dragged on for months, and I felt like nothing moved unless I chased it myself. It shouldn’t be this hard. - Jason
How other consumers DHL complaints got resolved
“Returned to Sender” Mistake: A parcel was wrongly flagged for return. The customer called DHL multiple times and insisted on an urgent review. DHL found the parcel still in Australia and redirected it. It was successfully delivered a few days later.
Watch Stuck Overseas: After 2+ months stuck in Hungary customs, a DHL AU rep coordinated a delivery internationally. The valuable watch arrived in Perth within a week.
Wrong Delivery Address: DHL misdelivered a parcel to a stranger’s house. The customer recognised it as a neighbour's door in the delivery photo, went there, retrieved the parcel, then alerted DHL to prevent it happening again.
Ask for a Supervisor
If a call agent can’t help, ask for a supervisor or team lead. They may approve refunds or trigger a depot-level escalation.
Email Regional Management
You can contact DHL Australia HQ or managers found on website pages. Be polite and firm, reference your case number and what you need.
Contact Complaints Team
DHL sometimes refers repeat cases to a Customer Care team. Ask: “Can my case be forwarded to your Complaints Resolution team for review?”
Post Publicly (If Needed)
Tag @DHLAustralia on X or message via Facebook. Be polite, fact-based, and reference previous complaint attempts, but don't post any personal details.
Postal Industry Ombudsman: Not Available
The PIO only covers Australia Post and a few private couriers. DHL is not part of this scheme.
ACCC
Report systemic misconduct or contract breaches (e.g. DHL charging for undelivered express shipments).
- accc.gov.au
- Phone: 1300 302 502
Consumer Affairs Offices
For refund refusal or damaged parcel disputes, contact your state body:
- NSW Fair Trading: 13 32 20
- Consumer Affairs Victoria: 1300 55 81 81
They can sometimes contact DHL formally or advise on small claims court options.
Tribunal/Small Claims
If DHL denies valid compensation, file a claim with your state’s small claims tribunal (e.g. VCAT, NCAT). These are low-cost and can override unfair limits.
Insurance Disputes (Rare)
If your complaint involves denied insurance coverage from DHL or its partner, you can escalate to AFCA (Australian Financial Complaints Authority).
- Customer Service: Contact DHL AU | Call: 13 14 06
- WhatsApp Support: +61 419 558 256
- Complaint Form: DHL Feedback/Inquiry Form
- Tracking Tool: Track a Shipment
- Billing Enquiries: auaccounts.query@dhl.com
- Social Media: @DHLAustralia | DHL Express Facebook
- Terms of Carriage: DHL T&Cs
DHL Complaints FAQs
How long does DHL usually take to respond to a complaint?
DHL typically acknowledges complaints within 24 hours and gives phone callers an immediate case number. Simple investigations can take a few days, while complex issues like lost parcels may take 1-2 weeks. If you wait beyond this, feel free to escalate your complaint.
What information should I include to make my DHL complaint resolved faster?
Include your tracking number, dates, locations, and a short, clear description of what went wrong. DHL relies on these details to quickly trace your parcel or review driver logs. Being precise helps avoid back-and-forth and gives you a better chance of fast updates or compensation.
How do I know if my DHL issue should be escalated beyond customer service?
You should escalate if DHL doesn’t follow up, gives inconsistent answers, or closes your case without fixing the issue. These signs usually mean your complaint is stuck and needs a supervisor or further review. Knowing when to escalate helps you avoid delays and push for a proper investigation or refund.
Can Australian regulators help with a DHL delivery problem?
Regulators can help only in specific situations because DHL isn’t covered by the Postal Industry Ombudsman. For unfair charges or unresolved disputes, state consumer affairs bodies or the ACCC may step in. This gives you backup options if DHL denies compensation or fails to address a legitimate issue.
You’ve done your part, now it’s time to hold DHL accountable.
Take the final step and submit a complaint that gets seen and responded to.