How to file a complaint and get quick results from Amazon
How to submit a complaint with Amazon
Amazon Australia offers multiple easy ways to lodge a complaint:
- Phone: Call 1300 205 213 (24/7). This direct line connects you to support for orders, Prime, Kindle and more.
- Online: Log in to Amazon.com.au and go to the Contact Us page to start a live chat or request a callback.
- Mobile App: Tap Customer Service in the menu to start a chat or request a call directly through the app.
- Email: Email cis@amazon.com for non-urgent complaints, though chat or phone gets faster results.
- Twitter: You can also tweet @AmazonHelp for updates or simple issue resolutions.
✅ Tip: Always have your order number and account details ready (it speeds things up).
Once you raise a complaint, Amazon’s first-level support (usually via phone or chat) aims to resolve it on the spot, whether it’s a refund, replacement or troubleshooting.
- For common issues like damaged items or delays, you’ll often get an instant refund or replacement.
- For third-party seller disputes, the A-to-Z Guarantee allows you to escalate if the seller doesn’t help. Amazon will step in after 48 hours of no resolution.
- Resolution is usually via your Amazon account inbox or email, with updates and next steps clearly explained.
- Simple issues = typically resolved in 1–2 days. More complex investigations (e.g. lost packages or A-to-Z claims) = up to a week.
🎯 Fast-track tip: Use live chat for quick actions, and escalate to a supervisor if needed. Amazon is known for resolving complaints generously and quickly.
Common complaints against Amazon
These are the most reported issues from Amazon Australia customers:
- Delivery issues: Late, lost, or damaged packages. It's especially frustrating with Prime deliveries that don’t arrive on time.
- Product faults or wrong items: Defective goods or items that don’t match descriptions.
- Return & refund delays: Refunds not processed after return, or unclear return instructions.
- Customer service issues: Being passed between agents, scripted replies, or unresolved cases.
- Billing issues: Unexpected Prime charges, duplicate billing, or gift card problems.
💬 Forums and reviews confirm these are recurring issues, but Amazon’s fast resolution system usually handles them well once reported.
Got an issue with Amazon? Send your complaint instantly!
Real Amazon complaints and how they were resolved
Missing Delivery + Compensation: A Melbourne customer’s $60 order never arrived. After two days, Amazon refunded the full amount and added a $20 goodwill credit.
Faulty Appliance Refund: A small kitchen device wouldn’t turn on. Using chat, the customer received a prepaid return label and a full refund in days.
Warranty Win 3 Years Later: A failed RAM module was refunded for $250, even though it was years out of warranty. Amazon stepped in when the manufacturer didn’t.
If frontline support doesn’t fix your issue:
Ask for a supervisor via phone or chat - they have more authority.
A-to-Z Guarantee: For third-party sellers, raise a claim under Amazon’s buyer protection policy.
Chargeback option: For payment disputes (e.g. item not received), your bank may assist, but only after exhausting Amazon’s process.
📌 Pro tip: Keep all chats, emails, and case IDs, this helps with escalations.
If your issue breaches your consumer rights and Amazon won’t resolve it:
- Australian Consumer Law (ACL): You’re legally entitled to a refund, replacement, or repair for faulty products.
- State Fair Trading (e.g., NSW Fair Trading): Contact them if Amazon doesn’t comply. They can formally raise your case with Amazon.
- ACCC: Lodge a report if you believe Amazon is acting unfairly or unlawfully. This helps flag systemic issues.
📞 Not typically relevant, but if your issue involves your internet provider (e.g. Prime Video being unusable due to ISP problems), contact the TIO.
💡 If all else fails, go external. But Amazon usually resolves things before that’s needed.
Here are the official ways to reach Amazon or get help:
- Contact Page: Amazon.com.au Contact Us
- Phone: 1300 205 213 (AU) or +61 2 8294 5488 (overseas)
- Email: cis@amazon.com
- Returns & Refunds Info: Amazon Returns Policy
- A-to-Z Guarantee Claims: Accessible under “Your Orders” → “Problem with order”
- Help Centre: Amazon AU Help
- Fair Trading & ACCC Complaints:
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