Had an issue with Arnott's? Get a real response.
How to submit a complaint with Arnott's
To complain to Arnott's, start by gathering your product name, batch number (on the packaging), best-before date, and clear photos of any defect. If you ordered from arnotts.com, have your order number ready.
Phone
- Call 1800 24 24 92 (free call within Australia), Monday to Friday, 9am–5pm AEST.
- This is the Arnott's complaint number for the fastest direct response.
- New Zealand customers can call 0800 88 19 66 (free call).
- Send your complaint to consumer@arnotts.com with photos, batch details, and a clear description of the issue.
- State what resolution you expect — replacement, refund, or explanation.
Online Form
- Submit your complaint through the Arnott's Contact Us form.
- Include all relevant product and purchase details.
- Write to Arnott's at Locked Bag 55, Silverwater NSW 2128.
- New Zealand: PO Box 99935, Newmarket, Auckland 1023.
Social Media
- Reach out via Facebook or X (@ArnottsBikkies) for a public-facing response.
- Social media can prompt faster attention, but always follow up through official channels for a tracked resolution.
Keep records of any reference numbers, email confirmations, or screenshots for follow-up.
Arnott's customer service team reviews complaints submitted via email, phone, or online form during business hours (9am–5pm AEST, Monday to Friday). Here is how the process typically works:
- Acknowledgement: Your complaint is received and reviewed by the consumer team. Phone complaints may get an immediate response; email and form submissions are processed during business hours.
- Investigation: For Arnott's product quality issues — foreign objects, broken biscuits, taste or texture changes — the team may request your packaging with batch codes and best-before dates to trace the manufacturing run.
- Resolution: Depending on the issue, Arnott's may offer a replacement product, a refund, or a voucher. For online store purchases, an Arnott's refund is processed within 10 business days after the Returns Department receives the item, and a prepaid returns label is provided.
- Consumer guarantees: Goods come with guarantees under Australian Consumer Law. You are entitled to a replacement or refund for products that are faulty, incorrect, wrongly described, or damaged, plus compensation for reasonably foreseeable loss.
Arnott's does not appear to actively respond to complaints on third-party review platforms like Trustpilot or ProductReview.com.au, so lodging your Arnott's biscuits complaint through official channels is the most reliable path to a resolution.
Common complaints against Arnott's
Product Quality Deterioration and Recipe Changes
- Customers frequently report that classic products no longer taste the same — Monte Carlos with hardened filling, Orange Creams with less cream, and Shapes with drastically reduced seasoning.
- Arnott's product quality concerns are among the most common complaints on review platforms, with Shapes rated just 1.3/5 on ProductReview.
Arnott's Shrinkflation
- Widespread reports of roughly 25% reductions in product volume while packaging sizes and prices stay the same.
- Iced VoVo toppings have been described as a "thin smear" compared to previously generous coverage, with firmer coconut and flatter marshmallow.
Arnott's Broken Biscuits in Packaging
- Multiple customers report opening packets to find biscuits broken or reduced to crumbs.
- One reviewer reported an 80% breakage rate in a packet of Flatbread Dippers.
Foreign Objects in Products
- Isolated but serious reports include a verified purchase finding a large dark nail in a packet of Cruskits.
- Food safety complaints like this should be reported immediately to Arnott's and to your state food authority.
Mouldy or Stale Products
- Reports of mouldy and burnt biscuits passing quality control and reaching supermarket shelves.
Arnott's complaints submitted through Ajust
How other consumers Arnott's complaints got resolved
Mouldy Biscuits With No Adequate Response
A customer received mouldy biscuits and contacted Arnott's customer service. The response was described as inadequate, with no satisfactory resolution reached. The experience was rated 1 star.
Tip: Include clear photos of the defect and the batch number — if the response is unsatisfactory, escalate to your state food safety authority.
Iced VoVo Shrinkflation Frustration
Multiple consumers noticed Iced VoVos appeared smaller with less jam and flatter marshmallow topping. Arnott's has not publicly addressed these concerns, and customers report feeling ignored.
Tip: Reference the net weight on older versus current packaging if you have evidence — the ACCC has previously acted on Arnott's for misleading packaging.
Shapes Lacking Flavour After Recipe Change
Customers consistently report Shapes tasting bland after apparent recipe changes, with no company response documented on review platforms.
Tip: Call 1800 24 24 92 rather than emailing for a faster response, and clearly state what resolution you expect.
Step 1: Request Internal Escalation
- Call 1800 24 24 92 and ask to speak with a supervisor or manager.
- Reference your original complaint and any case number you were given.
- You can also write to Arnott's corporate headquarters at 24 George Street, North Strathfield NSW 2137.
Step 2: Put Your Complaint in Writing
- Send a formal written complaint via email (consumer@arnotts.com) or post.
- Clearly outline the issue, all previous contact attempts, and the resolution you are seeking.
- Request a written response within a specific timeframe, such as 14 days.
Step 3: Contact the Retailer
- If you purchased from a supermarket (Woolworths, Coles, IGA), lodge a complaint with that retailer directly.
- Under Australian Consumer Law, the retailer has obligations regarding faulty goods regardless of the manufacturer.
Step 4: Lodge a Complaint with a Consumer Protection Agency
- If Arnott's does not resolve your issue, escalate to the ACCC or your state Fair Trading body (see below).
Step 5: Use Ajust
- Lodge your Arnott's complaint through Ajust to track your case and put additional pressure on the provider to respond.
- Australian Competition and Consumer Commission (ACCC): For misleading packaging, false advertising, or breaches of consumer guarantees. The ACCC has previously acted against Arnott's twice — once for misleading fruit content packaging and once for misleading saturated fat claims on Shapes ($51,000 penalty). Lodge a complaint at the ACCC complaints page.
- State and Territory Fair Trading / Consumer Affairs: For general consumer complaints about faulty products, refund disputes, or misleading conduct. Key contacts include NSW Fair Trading, Consumer Affairs Victoria, and QLD Office of Fair Trading.
- State Food Authorities: For food safety complaints such as foreign objects, mould, or contamination. Contact the NSW Food Authority or Food Standards Australia New Zealand (FSANZ).
- Food Safety Hotlines: NSW: 1300 552 406 | VIC: 1300 364 352 | QLD: 13 QGOV (13 74 68).
Document all previous contact with Arnott's — dates, reference numbers, and copies of correspondence — before escalating to any external body.
- Arnott's Contact Page: Contact Arnott's directly for phone, email, and mail details.
- Arnott's Returns Policy: Returns and refund policy for online store purchases.
- Arnott's FAQ: Frequently asked questions covering common product and order queries.
- ACCC Complaints: Lodge a consumer complaint if Arnott's fails to resolve your issue.
- NSW Food Authority: Report food safety concerns including contamination or foreign objects.
Arnott's Complaints FAQs
How long does Arnott's take to respond to a complaint?
Arnott's typically responds to phone complaints immediately during business hours, Monday to Friday, 9am to 5pm AEST. Email and online form complaints are processed during these same hours but may take several business days. If you have not heard back within a week, call 1800 24 24 92 and reference your original complaint to follow up directly.
Can I get a refund from Arnott's for faulty biscuits bought at a supermarket?
Arnott's may offer a replacement, refund, or voucher for faulty products like broken or mouldy biscuits. However, under Australian Consumer Law, the retailer where you purchased the product — such as Woolworths, Coles, or IGA — is also obligated to provide a remedy for faulty goods. You can complain to either Arnott's or the retailer, whichever is easier.
What should I do if I find a foreign object in an Arnott's product?
Report a foreign object in an Arnott's product immediately by calling 1800 24 24 92 and contacting your state food authority. Keep the packaging, batch number, and the object itself as evidence, and take clear photos before disturbing anything. Food safety complaints involving contamination are taken seriously by regulators and may require an investigation beyond what Arnott's handles internally.
Has the ACCC ever taken action against Arnott's for misleading consumers?
The ACCC has acted against Arnott's twice for misleading conduct. One case involved misleading fruit content on packaging, and the other resulted in a $51,000 penalty for false saturated fat claims on Shapes. If you believe current Arnott's packaging is misleading — such as shrinkflation or reduced product sizes — you can lodge a complaint directly with the ACCC for investigation.
You’ve done your part, now it’s time to hold Arnott's accountable.
Take the final step and submit a complaint that gets seen and responded to.