Tried to complain to Apple but got ignored? We’ll help you escalate it.
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
Real complaints submitted through Ajust
Apple locked me out of my original Apple ID with no explanation, and months later I still don’t know why. I’ve lost access to music and apps I paid for, and every time I try to fix it, I hit a wall. It’s incredibly frustrating and has cost me both time and money. - Phil
Apple support kept booking the wrong repair, even after I explained everything. I paid, waited for a box that never came, then got conflicting advice from different advisors. The whole process was chaotic and left me stressed and without a fix. - Subodh
I reported an app on the Apple Store that targets Israeli companies and encourages boycotts. I found it discriminatory and was shocked it stayed up for months despite my complaint. It felt like no one at Apple was listening. - Noah
I followed every troubleshooting step for my left AirPod but it’s still barely working. I just want Apple to replace it -it shouldn’t be this hard to get help when something clearly isn’t right. -Sian
How other Apple complaints got 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.
Apple Complaints FAQs
How do I file a complaint with Apple Australia the fastest way?
The fastest way to complain to Apple Australia is to call 133-622 and request a case number. This ensures your issue is logged and tracked. You can also submit feedback online, use Apple Support chat, or speak to a manager at a retail store. For written records, mailing a letter or tweeting @AppleSupport with your case number can help escalate it effectively.
What happens after I submit a complaint to Apple?
After lodging a complaint, Apple usually assigns a support advisor first, then escalates if needed. Straightforward issues may be fixed in days, while complex cases go to Customer Relations and may take 1–2 weeks. Apple contacts you with updates and aims to resolve matters through refunds, repairs, or other remedies - especially if Australian Consumer Law applies.
How can I escalate my complaint with Apple if I’m not getting results?
To escalate, ask for a Senior Advisor or store manager. You can also email Apple executives - your message goes to Customer Relations. Mentioning the ACCC or Fair Trading can help, especially for serious cases. Persistence is key: always refer to your case number and continue follow-ups if your issue stalls.
What are my options if Apple won’t resolve my complaint?
If Apple’s final response isn’t satisfactory, you can escalate through Fair Trading or lodge a complaint with the ACCC or your state’s tribunal. You’re also protected under Australian Consumer Law, which entitles you to refunds or replacements for faulty products. If the issue involves privacy, contact the OAIC. These external routes often prompt quicker resolutions.
You’ve done your part, now it’s time to hold Apple accountable.
Take the final step and submit a complaint that gets seen and responded to.