How to file a complaint and get quick results from Apple
How to submit a complaint with Apple
Here’s how to lodge a complaint with Apple Australia:
- Call Apple Support: Dial 133-622 (Mon–Fri, 6am–7pm AEST). Ask to file a complaint and request a case number.
- Use the Apple Feedback Form: Submit written feedback about products or experiences via Apple’s Product Feedback site.
- Support App or Live Chat: Start a support session via the Apple Support app and request escalation.
- In-Person at Apple Store: Ask to speak to a Manager if it’s a retail or Genius Bar issue.
- Mail a Letter: Apple Pty Ltd, PO Box A2629, Sydney South NSW 1235 – formal letters often reach Customer Relations.
- Tweet @AppleSupport: Some users get responses when including a case number and being polite.
Always request a case number and record any Apple representative’s name for future follow-up.
Apple’s complaint handling usually follows this pattern:
- Initial Support Advisor Tries to Resolve It
- Escalation to Senior Advisor or Store Manager for more complex issues
- Customer Relations Department may step in for significant cases, offering full case management
- Resolution Timeline: Straightforward issues resolved in days; escalated cases may take 1–2 weeks
- Resolutions: Can include refunds, repairs, replacements, billing corrections, or apologies
- Communication: Apple follows up via phone and email with case updates
Their aim? Keep you informed and satisfied, especially when consumer law applies.
Common complaints against Apple
These are the most common complaints:
- Product defects or early failure (Macs, iPhones, etc.)
- Expensive repair quotes
- Service or repair delays
- Warranty disputes and AppleCare confusion
- Rude or dismissive customer service
- App Store or billing errors
- Being passed around without resolution
- Delivery or online order issues
- Account lockouts and Apple ID problems
- Lack of clarity on consumer law entitlements
Got an issue with Apple? Send your complaint instantly!
Real Apple complaints and how they were resolved
Consumer Law Wins: Free replacements given after polite insistence. Apple products failed “too early.”
Repair Mishap: Broken Touch ID during a service led to full device replacement and a free case.
Billing Error: Several in-app purchases refunded + $20 store credit as goodwill.
Didn’t get resolution?
- Ask for a Senior Advisor: On a call or in-store, request escalation to someone with authority.
- Write to Apple’s Executive Office: Even emails to executives (like tcook@apple.com) are routed to Customer Relations.
- Be Persistent: Case dropped? Call again with your case number and request continued follow-up.
- Use Consumer Law: If a product fails within a “reasonable time,” Apple must respond (even out of warranty).
Internal escalation usually works, but external routes exist if needed.
If Apple’s response is final and you’re still not satisfied:
- Australian Consumer Law (ACL) gives you rights for refunds, repairs, and replacements.
- Fair Trading (NSW, VIC, etc.): Lodge a formal complaint online.This often prompts a fast Apple response.
- ACCC: Report systemic issues (e.g. warranty refusals) via accc.gov.au. The ACCC has acted against Apple before.
- Tribunals (NCAT, VCAT, etc.): For unresolved monetary or product disputes, file a low-cost claim.
- OAIC: Escalate privacy/data issues to the Office of the Australian Information Commissioner.
- AFCA: Only relevant if your complaint is about Apple-related financing.
These regulators back your rights. Just mentioning Fair Trading or ACCC can motivate Apple to resolve things fast.
- Phone Support (Australia): 133-622
- Feedback Form: feedback.apple.com
- Support App: Available on iOS
- Mail: Apple Pty Ltd, PO Box A2629, Sydney South NSW 1235
- Apple Consumer Law Info: apple.com/au/legal/statutory-warranty
- ACCC Consumer Guarantees Guide: accc.gov.au/consumers
- NSW Fair Trading Complaint: fairtrading.nsw.gov.au
- Apple Community Advice: discussions.apple.com
Use these to submit, escalate, or support your case with documentation.
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