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How to submit a complaint with Audible
Audible Australia complaints move fastest by phone for billing and account issues, or via the online Contact Us portal for everything else. There is no dedicated public complaints email, so use one of the channels below and always request a case reference.
Phone (fastest for billing or account issues)
- Australia toll-free Audible Australia contact number: 1800 736 910
- New Zealand: 0800 441 156
- International: +61 3 9034 3784
- Hours: 7am–1am AEST
- Have ready: last 4 digits of your card, transaction date and amount, the 9-digit Audible charge code from your bank statement, and your account email and phone number.
Online Help Centre (Contact Us form & live chat)
- Sign in and lodge your issue through the Audible Contact Us page.
- Pick the topic that matches your issue (Billing, Membership, Technical), then submit the contact form or open a live chat.
- Browse the Audible Help Centre for self-serve articles before queuing.
Membership cancellation requests (web only)
- You cannot cancel via the Audible mobile app. Sign in on a desktop or mobile browser, then go to Account Details → Cancel Membership.
- Follow the official cancel Audible subscription Australia walkthrough.
- App Store and Google Play subscribers must cancel through Apple or Google instead.
Postal / written complaint
- Address: Audible Australia Pty Ltd, Level 18, 2 Market Street, Sydney NSW 2000.
- Use this for formal written complaints, follow-up letters, or evidence-backed disputes you want on record.
Title returns (refund-style complaint)
- For an Audible refund Australia on a single audiobook, use the "Return a title" function inside the Help Centre within Audible's return window.
Audible Australia operates inside Amazon's global customer service network, so case handling follows a tiered triage model. Expect an acknowledgement quickly, with most standard issues closed inside two weeks.
- First contact (Tier 1 agent): Your issue is logged with a case reference. Most billing and technical issues are triaged on the first call or chat.
- Acknowledgement window: Audible aims to respond within 24–48 hours of your initial contact.
- Standard resolution time: 5–10 business days for refunds of a single charge, title returns, or account access fixes.
- Senior specialist review: Complex billing disputes (multiple charges, duplicate accounts, fraud) are escalated to a senior account specialist with access to back-end transaction logs.
- Communication channel: Updates are sent by email to the address on the account. The Help Centre currently warns of higher-than-usual contact volumes.
- Refund timing: Approved refunds usually land back on the original payment method within 3–5 business days.
- Tip: Always request a case number and ask for written email confirmation — multiple customer reviews report verbal cancellations not being honoured.
Common complaints against Audible
These are the recurring issues raised on ProductReview.com.au (1.4/5 from 187 reviews), Trustpilot Australia and PissedConsumer threads.
Audible unauthorised charges and post-cancellation billing
- Customers report being billed $16.45–$16.65 monthly for months or years after they believed they had cancelled.
- Charges often continue silently because the cancellation was attempted in the app rather than via web browser.
- This is the single largest driver of an Audible billing dispute lodged against the service.
Difficulty cancelling via the app
- The cancel option is only available via web browser, leading to surprise renewals.
- App Store and Google Play subscribers must instead cancel through their Apple or Google account.
- Customers regularly miss the renewal date because the in-app account screen does not expose a cancel button.
Duplicate accounts billed simultaneously
- Accounts created with different emails or phone numbers continue charging despite a cancellation on the "main" account.
- Audible agents often cite "privacy" as a reason for not disclosing the second account's details.
- Resolution typically requires bank statement evidence and the 9-digit Audible charge code per transaction.
Loss of access to purchased audiobooks
- Long-term members report titles disappearing from their library after cancellation or due to "expired copyright".
- Some books cannot be re-downloaded even though they were purchased outright with credits.
Limits on book returns
- Frequent returners find the "Return a title" option silently removed from their account.
- Audible does not publish the return-limit threshold, leading to disputes when the function disappears.
Promotional offer mix-ups
- "2 months free" reactivation offers being charged at the standard $16.65 rate immediately upon acceptance.
- Customers report needing the original promo email as evidence to secure a refund.
Slow or circular Audible customer service Australia
- Long hold times, promised callbacks not occurring, and agents declining to disclose billing detail on privacy grounds.
- Multiple touchpoints often required before a senior specialist takes ownership.
Audible complaints submitted through Ajust
How other consumers Audible complaints got resolved
Charges continuing four years after cancellation
A customer who cancelled in 2022 was still being charged $40 in 2026. After repeated unsuccessful contacts, they raised a chargeback through their bank, which prompted Audible to issue a partial refund and confirm the account closure in writing.
Tip: Run a bank chargeback in parallel with your Audible complaint to apply pressure for a faster resolution.
Fraudulent charges on a closed account
A customer flagged around 18 attempted transactions totalling roughly $1,300 on a card linked to a previously cancelled account. After a 90-minute call, Audible refunded 12 of the 17 unwanted months and froze the card on file.
Tip: Bring exact dates, amounts and the 9-digit Audible charge code from your bank statement to the call.
"2 months free" charged immediately
A returning customer accepted a "2 months free" reactivation email but was charged $16.65 the same day. They submitted the Contact Us form with a screenshot of the original promotional email and received a full refund within 3 business days, plus the promotional period was honoured.
Tip: Lodge promo disputes in writing with the original email attached so the offer terms can be reviewed.
If your first contact does not resolve the issue, work through these escalation steps in order. Reference your original case number at every stage.
Step 1 — Request a senior account specialist
- Ask for a senior account specialist or supervisor during your call or chat.
- Tier 1 agents have limited refund authority — escalation unlocks back-end transaction tools.
Step 2 — Submit a written follow-up
- Re-open the Audible Contact Us form and reference your original case number.
- Explicitly request escalation and a written response by email.
Step 3 — Email Amazon Australia executive customer relations
- Because Audible is owned by Amazon, persistent unresolved complaints can be sent to Amazon AU customer relations.
- This often unlocks a more senior reviewer than Audible's standard queue.
Step 4 — Send a formal written complaint
- Post a signed letter to Audible Australia Pty Ltd, Level 18, 2 Market Street, Sydney NSW 2000.
- Mark it "Attention: Customer Relations / Complaint Escalation" and attach copies of statements and prior correspondence.
Step 5 — Lodge a bank chargeback
- File a chargeback with your bank or card issuer if unauthorised charges continue while your complaint is being investigated.
- Chargebacks frequently trigger faster Audible action because they create a financial liability on the merchant side.
If you also need to lock in the cancellation itself, check our guide on how to contact Audible directly before escalating externally.
Audible is a digital subscription service, so there is no industry-specific ombudsman — it does not fall under the Telecommunications Industry Ombudsman. External escalation runs through Australian consumer protection bodies.
- ACCC (Australian Competition and Consumer Commission): For misleading conduct, unfair contract terms, automatic renewal issues, or failure to honour consumer guarantees. Lodge an Audible escalation ACCC report via the ACCC consumer reporting tool.
- NSW Fair Trading: Audible's registered state body for individual disputes. Use the NSW Fair Trading complaint form.
- Your state or territory consumer affairs body: Consumer Affairs Victoria, Office of Fair Trading QLD, Consumer Protection WA and equivalents handle disputes for residents outside NSW.
- Australian Financial Complaints Authority (AFCA): Only relevant if your dispute is with the payment provider or bank rather than Audible itself. Lodge at afca.org.au.
- Office of the Australian Information Commissioner (OAIC): For privacy-related complaints, including refusals to disclose your own billing information. File at the OAIC privacy complaints page.
- Australian Consumer Law tip: Subscription services must deliver with due care and skill and match their description. Continuing to charge after a cancellation request can breach consumer guarantees and is worth raising with the ACCC or Fair Trading.
- Audible Australia homepage: Main entry point for account sign-in and membership management.
- Cancel Membership article: Direct walkthrough for the web-only cancellation flow.
- Conditions of Use: Full refund and cancellation policy in writing.
- Business inquiries portal: For corporate or partnership disputes outside consumer support.
Audible Complaints FAQs
Why is Audible still charging me after I cancelled my membership?
Audible often keeps charging because cancellations attempted inside the mobile app do not actually close the membership — only web browser cancellations do. Sign in on a desktop or mobile browser, go to Account Details → Cancel Membership, and request written email confirmation. If charges continue, lodge a billing dispute by phone on 1800 736 910 with the 9-digit Audible charge code from your bank statement.
How do I get an Audible refund for unauthorised or duplicate charges in Australia?
To get an Audible refund in Australia, call 1800 736 910 with the transaction date, amount, last 4 digits of your card and the 9-digit Audible charge code shown on your bank statement. Ask for a senior account specialist if a Tier 1 agent cannot see the charges, as duplicate-account disputes need back-end transaction tools. Approved refunds typically land within 3–5 business days.
What should I do if Audible's customer service won't resolve my complaint?
If Audible's customer service stalls, escalate in writing through the Contact Us form and email Amazon Australia executive customer relations, since Audible sits inside Amazon's network. Always quote your original case number. If unauthorised charges continue, lodge a bank chargeback in parallel — this creates a merchant liability that often triggers a faster Audible refund and account closure in writing.
Can I report Audible to the ACCC or an ombudsman in Australia?
Audible has no industry-specific ombudsman, but you can report it to the ACCC for misleading conduct, unfair auto-renewals or breaches of consumer guarantees, and to NSW Fair Trading as Audible's registered state body. For privacy issues — like agents refusing to disclose your own billing details — lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
You’ve done your part, now it’s time to hold Audible accountable.
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