Had an issue with Canon? Get a real response.
How to submit a complaint with Canon
Before contacting Canon, gather your proof of purchase, product serial number, and a clear description of the issue. For product faults, photograph the problem and have your purchase date ready.
Phone Support
- General customer service: Call 13 13 83 Monday to Friday, 8am–5pm AEST. Recommended for urgent issues.
- Inkjet printer queries: A dedicated line is available on 1300 460 738.
- Technical support: Call 1300 363 440 for technical issues.
- Warranty claims: Call 1300 799 604 for warranty-specific enquiries.
Online Enquiry Form
- Submit a written complaint via the Canon Australia General Enquiry Form.
- Include your name, email, preferred contact method, and a clear description of the complaint.
- Canon aims to respond to online submissions within approximately 4–6 business days.
- General feedback and formal complaints: customerfeedback@canon.com.au
- Camera service queries: cameraservice@canon.com.au
- Technical support: cctechsupport@canon.com.au
- General enquiries: info@canon.com.au
Service and Repair Form
- For product faults, submit a repair request via the Canon Service and Repair Form.
- Upload proof of purchase, describe the fault, and attach supporting images where available.
- Back up any data stored on the device before submitting. Canon's repair terms note that data may be lost during service.
Live Chat
- Available through the Canon Australia Support Hub during business hours.
Social Media
- Reach Canon Australia via Facebook, Instagram, or Twitter/X at @canonanz for non-urgent queries.
Canon Australia processes complaints through its customer service and technical support teams.
- Initial response: Canon aims to respond to online enquiry form submissions within 4–6 business days. Phone calls are handled during business hours, Monday to Friday, 8am–5pm AEST.
- Repair turnaround: Standard repair time is approximately 15 business days, subject to spare parts availability. Canon may advise of delays where parts are unavailable.
- Shipping costs: Customers are generally responsible for delivering the product to Canon. Return shipping from Canon is charged at $33.00 (including GST). A $50 booking or assessment fee may apply depending on the product, its age, and purchase circumstances.
- Repair warranty: Repaired products carry a 6-month workmanship warranty from the invoice date. If the same defect recurs within this period, Canon will perform the service again at no charge.
- Escalation: Complex or unresolved cases can be referred to a senior representative. Reference your case or ticket number when requesting escalation.
- Your ACL rights: Under the Australian Consumer Law, Canon products come with guarantees covering acceptable quality and fitness for purpose. Major failures entitle you to a refund or replacement. Minor failures must be repaired free of charge. These rights apply regardless of manufacturer warranty terms.
Common complaints against Canon
Based on customer reviews across Trustpilot, ProductReview.com.au, and Whirlpool Forums, the following issues are most frequently raised by Canon Australia customers.
Printer Error Codes and Technical Faults
- Canon PIXMA models generate the most printer-related Canon Australia complaints, with persistent error codes (including Error 2116) that block printing entirely.
- Customers report ongoing difficulties maintaining wireless connections and poor print quality across multiple PIXMA models.
- Some reviews describe the software as inadequate and the hardware as poorly designed for long-term reliability.
Slow Warranty Repair Turnaround
- Multiple customers have reported waiting well beyond the 15 business day estimate for Canon warranty repair Australia, with some describing two or more weeks of silence after submitting a product.
- Repair quality is also a recurring concern. Some customers report products returned with new or additional defects.
- Limited physical service infrastructure outside of Victoria and NSW compounds the issue for regional customers.
Cashback and Promotional Delays
- A notable cluster of Canon cashback claim problems involves processing delays well beyond the advertised timeframe.
- Customers who submitted complete documentation report waiting two months or longer without payment, despite receiving acknowledgement from Canon.
- Canon does not appear to publicly respond to these cases on review platforms.
Canon Australia Warranty Disputes
- Canon Australia warranty disputes arise most often around grey market and parallel import products. Products not purchased through Canon Australia or an authorised Australian distributor are excluded from Canon's manufacturer warranty.
- Some customers are unaware of this exclusion at the time of purchase, leading to disputes when warranty claims are declined.
- Note: ACL consumer guarantees may still apply in these circumstances depending on how the product was sold.
Customer Service Responsiveness
- Customers report difficulty reaching Canon by phone, receiving automated responses that assume a complaint is resolved before it is, and going weeks without a meaningful update.
- Service quality appears inconsistent. Some customers report positive, efficient experiences while others describe near-complete lack of follow-through.
Limited Regional Service Access
- Customers outside of Victoria and NSW have flagged limited Canon service centre access, particularly in Brisbane and other regional areas.
- The absence of local repair infrastructure means longer shipping times and extended wait periods for assessments.
Canon complaints submitted through Ajust
How other consumers Canon complaints got resolved
Cashback Promotion Unresolved After Two Months
A customer purchased a Canon camera with a cashback promotion, submitted their claim within the eligible period, and received confirmation from Canon that the submission had been received. Two months later, they were still pursuing Canon Australia for payment and described the company as "dishonest and untrustworthy."
Persistent PIXMA Printer Error Code
A customer reported their Canon PIXMA displaying error code 2116, making it unable to print. After contacting Canon support, they were directed to online troubleshooting resources. The issue remained unresolved after approximately two hours.
Camera Shutter Fault Repaired Under Warranty
A customer's Canon 1500D developed a progressively worsening shutter jam. They submitted the camera to Canon's Melbourne service centre using the online repair form. The camera was returned fully repaired, serviced, and cleaned at no charge under warranty in just over two weeks. The customer described the outcome as positive.
If your initial Canon Australia complaint process hasn't produced a resolution, follow these escalation steps.
Step 1 — Request Internal Escalation
- Call Canon's main line on 13 13 83 or email customerfeedback@canon.com.au with the subject line "Formal Complaint Escalation."
- Ask to have your case escalated to a senior representative or the complaints resolution team.
- Reference your original case or ticket number, the date of first contact, and the specific resolution you are seeking.
Step 2 — Submit a Formal Written Complaint
- Send a formal written complaint to customerfeedback@canon.com.au.
- Include: a clear description of the issue and when it started, a list of all prior contact attempts (dates and representative names where known), the resolution you are requesting (refund, replacement, repair, or cashback payment), and a response deadline of 10–14 business days.
- Written complaints create a documented record that is useful if you need to escalate further.
Step 3 — Contact Your State Fair Trading Office
- If Canon does not resolve your complaint within a reasonable timeframe, contact your state or territory Fair Trading agency.
- These bodies can contact Canon on your behalf, assist with mediation, and have authority to act on warranty disputes, refusals to honour consumer rights, and misleading conduct.
Step 4 — Lodge a Report with the ACCC
- While the ACCC does not resolve individual complaints, every report is recorded.
- Multiple complaints about the same business may trigger ACCC investigation and enforcement action.
- Lodge your report at accc.gov.au.
Step 5 — Apply to a State Civil or Administrative Tribunal
- For disputes involving a significant financial amount that cannot be resolved through Fair Trading mediation, apply to your state's consumer or civil tribunal.
- Examples: NCAT in NSW, VCAT in Victoria. Filing fees apply and tribunal decisions are binding.
Canon Australia is not covered by an industry-specific ombudsman. Consumer complaints about Canon products are governed by the Australian Consumer Law (ACL) and enforced by state and federal consumer protection agencies.
- Australian Competition and Consumer Commission (ACCC): The primary federal consumer regulator. Does not resolve individual disputes but investigates systemic ACL breaches and can take enforcement action.
Report at accc.gov.au. - NSW Fair Trading: Assists NSW consumers with product complaints, warranty disputes, and misleading claims.
Lodge a complaint at fairtrading.nsw.gov.au. - Consumer Affairs Victoria: Assists Victorian consumers with mediation and complaint handling.
Visit consumer.vic.gov.au. - Office of Fair Trading (QLD): Assists Queensland consumers with product and service complaints.
Visit fairtrading.qld.gov.au. - Consumer Protection WA: Assists Western Australian consumers.
Visit commerce.wa.gov.au. - Office of Consumer and Business Services (SA): Assists South Australian consumers.
Visit cbs.sa.gov.au. - Consumer, Building and Occupational Services (TAS): Assists Tasmanian consumers.
Visit cbos.tas.gov.au. - Access Canberra (ACT): Assists ACT consumers.
Visit accesscanberra.act.gov.au. - NT Consumer Affairs: Assists Northern Territory consumers.
Visit consumeraffairs.nt.gov.au. - Australian Consumer Law (ACL) — your rights: Canon products come with consumer guarantees covering acceptable quality, fitness for purpose, and accurate descriptions. Major product failures entitle you to a Canon Australia refund or replacement. Minor failures must be repaired at no cost. Grey market or parallel import products are excluded from Canon's manufacturer warranty, though ACL rights may still apply. See the ACCC Consumer Guarantees Guide.
- Canon Australia Homepage — Main site for product information and support entry points.
- Canon Support Hub — Central hub for live chat, product support, and repair requests.
- Contact Us Page — Full list of phone numbers, email addresses, and contact options.
- General Enquiry Form — Submit a written complaint or formal enquiry online.
- Service and Repair Form — Lodge a product repair request with proof of purchase and fault description.
- Canon Warranty Policy — Full details of Canon's manufacturer warranty coverage and exclusions.
- Repair Services Terms and Conditions — Repair timelines, fees, data loss warnings, and workmanship warranty details.
- Product Support Hub — Model-specific support resources, drivers, and troubleshooting guides.
- ACCC Consumer Help — Where to go if your complaint is not resolved by Canon directly.
- NSW Fair Trading Complaint Form — Lodge a formal consumer complaint with NSW Fair Trading.
Canon Complaints FAQs
Does Canon Australia's warranty cover grey market or parallel import products?
Canon Australia's manufacturer warranty does not cover grey market or parallel import products (those bought outside Canon Australia's authorised distributor network). If your product was purchased through an overseas retailer or a non-authorised Australian seller, Canon can decline your warranty claim. However, Australian Consumer Law guarantees may still apply depending on how and where you bought the product, so it is worth contacting your state Fair Trading office before giving up on a claim.
How long does Canon Australia take to repair a product under warranty?
Canon Australia's standard repair turnaround is approximately 15 business days, though this can extend if spare parts are unavailable. You are responsible for delivering the product to Canon, and return shipping costs (approx. $33.00 including GST). A $50 assessment fee may also apply in some cases. If your repaired product develops the same fault within 6 months of the invoice date, Canon will redo the service at no charge.
What should I do if my Canon Australia cashback claim hasn't been paid?
If your Canon Australia cashback claim hasn't been paid within the advertised timeframe, follow up in writing to customerfeedback@canon.com.au and request a clear payment deadline. Keep your original submission confirmation and all correspondence as evidence. If Canon does not respond or resolve the issue, you can contact your state Fair Trading office. Cashback delays that go beyond what was advertised may constitute misleading conduct under Australian Consumer Law.
What are my options if Canon Australia won't resolve my complaint?
If Canon Australia has not resolved your complaint after a formal written escalation, your next step is your state Fair Trading agency, which can contact Canon on your behalf and assist with mediation. For disputes involving a significant amount, you can apply to your state's consumer tribunal, NCAT in NSW or VCAT in Victoria, where decisions are legally binding. You can also report the issue to the ACCC, which records complaints and may investigate if a pattern of conduct emerges.
You’ve done your part, now it’s time to hold Canon accountable.
Take the final step and submit a complaint that gets seen and responded to.