Had an issue with Toll? Get a real response.
How to submit a complaint with Toll
Toll Group provides several official ways to lodge a complaint, depending on the type of service involved.
You can submit a complaint with Toll by:
- Using the Toll online feedback or complaint form
Toll’s official feedback form allows you to select Complaint as the feedback type and submit details such as your contact information, consignment number, and a description of the issue. This is one of the most reliable ways to ensure your complaint is logged correctly. - Calling Toll Customer Service
You can lodge a complaint by phone on 1300 865 528 (Monday to Friday, business hours). Have your consignment or tracking number ready and ask the representative to log a formal complaint and provide a reference number. - Emailing Toll Customer Support
Written complaints can be sent to contactus@tollgroup.com. Include your name, contact details, consignment number, and any supporting documents such as photos or screenshots. - Raising an enquiry via Toll tracking or account portals
If you are a business customer or have access to a Toll account portal, you may be able to raise a delivery enquiry through the system, which can initiate the complaint process.
Important note: Many parcel and courier deliveries previously handled by Toll Global Express are now managed by Team Global Express. If your shipment references Toll Global Express, submitting your complaint directly through Team Global Express channels may result in faster resolution.
Once your complaint is lodged, Toll follows a structured internal process.
What typically happens next:
- Your complaint is acknowledged, usually by email or during the phone call, and logged with a reference number.
- The case is assigned to the relevant Toll business unit or service team.
- A case manager or customer service representative reviews tracking data, depot records, and driver or handling information.
- You may be contacted for additional information or documentation.
- More complex cases may be escalated to a specialist resolutions or claims team.
Simple delivery issues may be resolved within a few days, while investigations involving lost freight, damage, or compensation may take longer. Toll aims to provide updates and communicate the outcome once a resolution is determined.
Common complaints against Toll
Toll customers most commonly report complaints involving:
- Lost or missing parcels.
- Deliveries significantly delayed beyond expected timeframes.
- False “attempted delivery” notifications.
- Parcels delivered to the wrong address.
- Damaged freight or goods.
- Poor communication or difficulty reaching customer support.
- Confusion caused by the transition from Toll Global Express to Team Global Express.
Toll complaints submitted through Ajust
How other consumers Toll complaints got resolved
A customer reported a parcel that showed no tracking updates for over a week, and after escalation, Toll located the item at a depot and expedited delivery with an apology.
Another customer experienced repeated false delivery attempts, and after contacting a depot supervisor, Toll arranged delivery with a different driver the following day.
A misdelivered parcel was recovered after Toll confirmed the GPS delivery scan showed the wrong address, and the item was retrieved and delivered correctly.
If your complaint is not resolved through standard customer service, you can escalate it internally.
Escalation options include:
- Requesting review by a supervisor or senior customer service manager.
- Asking for the complaint to be escalated to a specialist resolutions or claims team.
- Contacting Team Global Express directly if your delivery falls under that entity.
- Following up in writing and referencing your complaint or case number.
If internal escalation does not resolve the issue, external consumer protection options are available.
Toll is a private logistics provider and is not covered by the Postal Industry Ombudsman, which primarily handles Australia Post services.
If your complaint remains unresolved, you can seek assistance from your state’s consumer affairs or fair trading agency. You may also report systemic issues to the Australian Competition & Consumer Commission (ACCC).
- Toll Group – Feedback & Complaints
https://www.tollgroup.com/feedback - Toll Group – Contact Us
https://www.tollgroup.com/contact-us - Toll Customer Service Phone
Phone: 1300 865 528 - Toll Customer Support Email
contactus@tollgroup.com - Team Global Express – Contact & Support
https://www.teamglobalexp.com/contact - ACCC – Consumer Rights and Complaints
https://www.accc.gov.au/consumers - NSW Fair Trading – Lodge a Complaint
https://www.fairtrading.nsw.gov.au/help-centre/online-tools/make-a-complaint
Toll Complaints FAQs
How do I submit a complaint to Toll about a lost or delayed delivery?
You can submit a complaint to Toll using its online feedback form, phone support, or email, depending on what’s fastest for you. The Toll complaint form lets you log your issue with tracking details, while calling 1300 865 528 can help you secure a reference number quickly. Emailing contactus@tollgroup.com works best if you need to attach photos or documents. Having your consignment number ready helps avoid delays and ensures your complaint is logged correctly.
What information should I include in a Toll complaint to get a faster resolution?
A Toll complaint is resolved faster when you include your consignment number, contact details, and a clear description of the delivery issue. Adding supporting evidence like screenshots, photos, or delivery notes helps Toll review tracking data and depot records without delays. Being specific about what went wrong and what outcome you want can reduce back-and-forth and speed up investigation or compensation decisions.
What happens after I lodge a complaint with Toll Group?
After you lodge a complaint with Toll Group, your case is logged, assigned to the relevant team, and reviewed using tracking and handling records. You’ll usually receive a reference number and may be contacted for more details. Simple delivery issues may be resolved within days, while lost, damaged, or compensation-related cases can take longer as they’re escalated to specialist teams.
Who should I contact if my delivery was handled by Toll Global Express?
If your shipment references Toll Global Express, you should contact Team Global Express directly for faster complaint handling. Many deliveries previously managed by Toll Global Express are now handled by Team Global Express, so contacting the correct provider avoids delays. Checking your tracking details first can help you submit your complaint through the right channel and get a quicker resolution.
You’ve done your part, now it’s time to hold Toll accountable.
Take the final step and submit a complaint that gets seen and responded to.