Had an issue with FedEx? Get a real response.
How to submit a complaint with FedEx
You can submit a complaint to FedEx Australia through several official channels:
- 📞 Phone: Call 13 26 10 (FedEx Express Customer Service) during business hours. A rep will log your complaint and provide a case number for tracking.
- 📝 Online Form: Use the FedEx Contact Form and fill in details about your issue. You’ll usually receive an email reply within a couple of days.
- 💬 Live Chat/App: Access the FedEx virtual assistant on their website or mobile app (24/7). During business hours, request transfer to a live agent.
- 🏢 In Person: Visit a FedEx station or office to discuss your complaint directly. Use the Find Locations tool to locate the nearest office.
- 📧 Email Confirmation: While FedEx doesn’t publish a direct complaints email, submitting a form or claim generates email confirmation with case details.
💡 Tip: Always include your tracking number, shipment dates, and clear description of the issue. Supporting photos (for damaged goods) make investigations faster.
FedEx follows a structured complaint-handling process:
- Acknowledgement: Every complaint generates a case ID. You’ll get an email or phone confirmation.
- Case Review: A FedEx agent or case manager reviews your complaint, contacting you if more info is needed.
- Investigation: For service complaints (late, lost, or damaged deliveries), FedEx contacts local stations or couriers.
- Timelines:
- Simple complaints: Often resolved in a few days.
- Lost/damaged packages: Claims usually resolved in 5–7 business days, but complex cases can take up to 2 weeks.
- Simple complaints: Often resolved in a few days.
- Resolution: You’ll receive updates via your chosen contact method. Resolutions may include delivery updates, refunds (Money-Back Guarantee), or compensation for lost/damaged items.
💡 Pro tip: Always note your case number and FedEx staff names during calls. If timelines slip, call back with your case reference.
Common complaints against FedEx
Frequent issues raised by Australian and global customers include:
- 🚚 Delivery Delays: Packages stuck at depots or repeatedly rescheduled.
- 📦 Lost/Misdelivered Packages: Parcels marked “delivered” but never received.
- ⚠️ Damaged Goods: Broken or wet packages requiring claims.
- 📞 Customer Service Issues: Long phone hold times, difficulty reaching live agents, or unclear updates.
- 🙁 Courier Behavior: Drivers leaving “missed delivery” slips without knocking, unsafe drop-offs, or careless handling.
- 💳 Billing Complaints (business users): Unexpected customs duties or discrepancies between quoted and billed charges.
While these issues are common, FedEx does provide structured claims and refund processes to resolve them.
Complaints submitted through Ajust
My delivery never arrived even though I paid for it twice, and when I asked for help I was accused of lying. At my age I can’t just travel to a depot, and being dismissed like that left me stressed and powerless. I just wanted the package I’d already paid for. – Anna
My parcel sat in a FedEx facility for days with no explanation, even though it contained an important gift I’d saved for. The delays and vague responses added so much stress to my household, especially after paying so much for shipping. I just needed clarity and a realistic delivery timeframe. – Michelle
I kept waiting for a package that FedEx never attempted to redeliver, and the promises I received over the phone went nowhere. I lost hours trying to organise pickup and still couldn’t get clear answers. It felt like no one was actually taking responsibility for fixing the issue. – Jessy
FedEx charged me thousands for a shipment that should have cost a fraction of that, and no one followed up despite repeated promises. This happened while my family was dealing with a crisis, and the unfair bill made everything worse. I just needed accountability and the incorrect charge removed. – Stephen
How other consumers FedEx complaints got resolved
Lost Package Found: A $200 order was marked “delivered” but never arrived. After the sender (retailer) escalated, FedEx located and delivered it four days later.
Missed Deliveries Fixed: A customer reported repeated false “delivery attempts.” After lodging complaints, FedEx reassigned a different courier. Deliveries resumed reliably.
Damaged Shipment Refunded: A business owner’s goods were ruined after being left in a puddle. Filing a damage claim with photos and proof of value led to a successful insurance payout within two weeks.
If your issue isn’t resolved:
- Request a Supervisor: Ask the first-line agent to escalate to a manager.
- Customer Relations/Case Manager: For ongoing cases, request assignment to a dedicated case manager.
- Corporate Contact: Send a written complaint to FedEx’s Australia head office (Port Melbourne, VIC).
- Persistence: Document all interactions (dates, times, names). This record supports further escalation.
💡 FedEx promises regular updates for unresolved cases, ask for a timeline and hold them accountable.
If internal escalation fails, external help is available in Australia:
- Australian Consumer Law (ACL): Guarantees remedies if services (like courier delivery) aren’t delivered with due care and skill.
- State Fair Trading/Consumer Affairs: NSW Fair Trading, Consumer Affairs Victoria, etc., can mediate disputes.
- ACCC: Report systemic unfair practices at accc.gov.au. Individual disputes are rare, but collective issues matter.
- Postal Industry Ombudsman (PIO): FedEx is part of the PIO scheme. Lodge unresolved courier complaints via ombudsman.gov.au.
- Small Claims Tribunals: If owed money, local civil tribunals (e.g., VCAT, QCAT) can adjudicate.
- 📞 Phone: 13 26 10 (FedEx Australia)
- 📝 FedEx Contact Form – lodge complaints online
- 💬 FedEx Live Chat – virtual assistant & live agents
- 📦 FedEx Claims Portal – file lost/damaged claims
- 📚 FedEx FAQs – complaint & refund topics
- 📄 Money-Back Guarantee Policy
- 🏢 Find FedEx Locations – in-person assistance
- 📑 FedEx Conditions of Carriage (PDF)
- ⚖️ Postal Industry Ombudsman
FedEx Complaints FAQs
How long does FedEx usually take to resolve a complaint in Australia?
FedEx usually resolves simple complaints within a few days, while lost or damaged package claims often take 5–7 business days. More complex cases can take up to two weeks. These timelines help you understand what’s realistic so you know when to follow up. If delays drag on, having your case number ready makes it easier to push for updates and stay in control of the process.
What’s the fastest way to lodge a FedEx complaint and get a case number?
The quickest way to get a FedEx case number is to call 13 26 10 during business hours. Phone support logs your complaint instantly and gives you a reference ID on the spot. Online forms and chat are convenient if you’re short on time, but they may take a day or two for a response. If you need quick tracking or an immediate update, calling is the fastest path.
How do I escalate a FedEx complaint if no one gets back to me?
You can escalate by asking for a supervisor or requesting your case be assigned to a dedicated case manager. Escalation is useful when timelines slip or communication stalls. Keeping notes of dates, names and case numbers strengthens your position and speeds things up. If internal escalation fails, you can take the issue to the Postal Industry Ombudsman for independent review.
What external bodies can help if my FedEx delivery issue isn’t resolved?
In Australia, unresolved FedEx issues can be taken to the Postal Industry Ombudsman for an independent investigation. You can also seek help through state Fair Trading bodies or rely on Australian Consumer Law for service failures. These options give you clear next steps when internal processes go nowhere and help ensure you get a fair, accountable outcome.
You’ve done your part, now it’s time to hold FedEx accountable.
Take the final step and submit a complaint that gets seen and responded to.