How to file a complaint and get quick results from Aramex
How to submit a complaint with Aramex
Having a problem with Aramex (formerly Fastway Couriers)? Here’s how to lodge a complaint and start getting answers:
- Phone: Call 1300 327 892 (1300 FASTWAY). You’ll reach your local depot where you can raise delivery issues and get a case number.
- Online Form: Head to the Aramex Australia website, select “Submit an Enquiry” and fill out the details. Include your tracking number and contact info.
- Social Media: Send a message to Aramex via Facebook or tag them on Twitter. It's not official, but sometimes gets a faster reply.
- In Person: Use the Courier Locator to visit your local depot. This is handy for missed deliveries or urgent pickups.
- Through the Sender: Contact the retailer who sent your parcel. As Aramex’s direct customer, they can escalate on your behalf.
📌 Tip: Include your tracking number, relevant dates, and any supporting evidence like photos. Keep a note of any reference numbers for follow-up.
Once submitted, your complaint is usually picked up by your local Aramex depot or customer service team:
- Acknowledgement: You’ll often receive a reference number. Phone complaints might get an instant update, while online forms submissions will receive email confirmations.
- Investigation: Local franchise teams (not centralised HQ) typically investigate. This includes checking depot logs, courier statements, or tracking history.
- Resolution Timeline: Basic issues might be resolved within days. Complex ones like lost parcels may take longer. Stay polite but persistent.
- Communication: You’ll get updates via your chosen contact method. If the parcel is lost or damaged, they may explain next steps or provide compensation info.
- Outcome: This varies. Some cases end in a replacement or refund (often through the retailer); others may be closed with an apology or service improvement.
🚨 Important: Aramex doesn’t always assign a named case officer or follow a formal SLA, but don’t let that stop you from chasing a fair outcome.
Common complaints against Aramex
Based on public reviews and consumer forums, here’s what customers most often report:
- Late or Missed Deliveries: Tracking shows “out for delivery” but no drop-off. Parcels stuck in depots for days or weeks.
- Lost Parcels: Parcels vanish in the network. Tracking stops updating, and Aramex can’t provide clear answers.
- Poor Communication: Calls unanswered, slow or vague email replies. Some users report rude or unprofessional responses.
- Parcel Mishandling: CCTV shows parcels being tossed, fragile items arriving damaged.
- Incorrect Delivery: Marked as “delivered” but never received. Often dropped at the wrong address or left unsafely.
- Tracking Issues: Inconsistent tracking updates or confusing status messages make it hard to follow your parcel’s journey.
👉 While many deliveries go smoothly, the high volume of negative reviews shows these issues are far from rare.
Got an issue with Aramex? Send your complaint instantly!
Real Aramex complaints and how they were resolved
📦 Mishandled Parcel & Rude Reply
- Issue: Parcel thrown at door, followed by offensive text from Aramex rep.
- Resolution: Public backlash prompted a formal apology from Aramex Australia.
📦 Poor Delivery & No Compensation
- Issue: Fragile item left in bushes, driver didn’t knock.
- Resolution: Aramex “spoke to the driver,” but gave no refund or remedy.
📦 Lost Package, Then Found
- Issue: Marked “delivered” but nowhere to be found.
- Resolution: After three weeks, the parcel arrived. No explanation.
If you're not getting anywhere, here’s what to do:
- Ask for a Supervisor: Push for escalation internally. Mentioning a formal complaint or media attention often moves things faster.
- Involve the Sender: Retailers have more sway. If your item was from a store, ask them to pressure Aramex or send a replacement.
- External Bodies:
- State Consumer Affairs (e.g. NSW Fair Trading): File a complaint if Aramex won’t resolve your issue.
- Postal Industry Ombudsman (PIO): Check if Aramex is covered. If yes, lodge your complaint there.
- ACCC: For broader issues (misleading conduct, systemic failures), file a report online.
- Tribunals (VCAT, NCAT, etc.): As a last resort, you can take legal action if there’s financial loss.
- State Consumer Affairs (e.g. NSW Fair Trading): File a complaint if Aramex won’t resolve your issue.
📌 Remember: Document everything—dates, names, emails, screenshots.
Need to escalate officially? Here’s where to turn:
- State Consumer Agencies (e.g. NSW Fair Trading, VIC Consumer Affairs): Free and often effective. They’ll contact Aramex on your behalf.
- Postal Industry Ombudsman (PIO): Only if Aramex is a registered participant. Check at ombudsman.gov.au.
- ACCC: Report systemic breaches, deceptive conduct, or refusal to meet consumer rights. Visit accc.gov.au.
- Civil Tribunals (e.g. VCAT, NCAT): File a small claim if your parcel loss has caused financial harm.
💡 Many customers only get results after contacting these bodies—use them if you’ve hit a wall.
- Submit an Enquiry to Aramex: Aramex Contact Form
- Find Your Local Depot: Courier Locator
- Read the Fine Print: Aramex Conditions of Carriage
- FAQs & Support: Aramex Help Centre
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