Had an issue with Fitness First? Get a real response.
How to submit a complaint with Fitness First
Most Fitness First complaints in Australia centre on billing, cancellation, or club-level service. Start at your home club for fastest resolution, then escalate in writing if it stalls. Always keep a paper trail.
Speak to Your Home Club First
- Walk in and ask to speak with the Club Manager — most service, equipment, and cleanliness issues are resolved fastest at this level.
- Clearly state the issue and the outcome you want (refund, freeze, contract correction, repair).
- Note the manager's name, the date, and any commitment made — ideally request the outcome in writing.
Call Member Services
- Phone 1300 55 77 99 (also written 1300 557 799) for billing, cancellation, freeze, or contract complaints across all Australian clubs.
- Ask the operator to log a formal complaint and provide a reference number for follow-up.
- Best for time-sensitive issues like a Fitness First cancellation complaint or duplicate charges.
Submit the Online Enquiry Form
- Use the Fitness First Contact Us form for a written record — select the "Payments / Billing" option for charge, freeze, or cancellation fee disputes.
- Screenshot your submission and any confirmation email for your records.
Email Head Office Support
- Send to product.support@fitlg.com (Fitness & Lifestyle Group, the parent company) for escalations or issues your club has not resolved.
- Include your member number, club, dates, and any prior reference numbers.
Use the Fitness First Member App
- Manage freezes, payment details, and account changes directly via the iOS or Android Member App.
- Useful evidence if a requested freeze or update was not actioned by staff.
Contact the Third-Party Billing Provider
- Fitness First direct debits run through Debit Success — call 1800 681 827 if charges continue after cancellation.
- Confirm the cancellation date in writing and request written confirmation that future debits are stopped.
Reach Out on Social Media
- Message @ffausupport on X (Twitter) — public posts often accelerate a response.
Tip: Always put the complaint in writing (email or web form). If you only call, you have nothing to escalate with later.
Fitness First handles complaints through a tiered model — club first, then Member Services, then the corporate Fitness & Lifestyle Group team. Members consistently report that written complaints move faster than verbal ones.
- Club-level resolution (1–5 business days): Reception or the Club Manager handles equipment, cleanliness, class scheduling, and minor service issues.
- Member Services escalation: Billing disputes, contract questions, and cancellation issues route to the contact centre on 1300 55 77 99.
- Head office review: Unresolved matters may be reviewed by Fitness & Lifestyle Group. Written escalations go to PO Box 715, Bondi Junction NSW 1355.
- Acknowledgement of written complaints: Typically 2–5 business days.
- Investigation and response: 10–15 business days for billing or contract disputes.
- Refunds: Processed within 5–10 business days once approved, less an admin fee if access cards or merchandise are not returned.
- Communication channels: Phone callback, email response, or in-club meeting with the Club Manager.
Common complaints against Fitness First
Across ProductReview.com.au (1.4–1.5/5 from 528+ reviews), Trustpilot (1.9/5 from 446+ reviews) and ComplaintsBoard, the same themes repeat.
Cancellation Difficulties
- Members charged after submitting cancellation requests, with the 28-day notice rule cited as the friction point.
- Staff at clubs allegedly refusing or delaying processing of written cancellation requests.
- Confusion over whether cancellations require an in-club visit, a form, or a phone call.
Hidden or Surprise Fees
- $5 per week freeze fees not disclosed at signup.
- $150–$295 cancellation/admin fees applied at exit.
- Contract length discrepancies — members signing what they believed was a 12-month contract that turned out to be 18 or 36 months.
Direct Debit Problems via Debit Success
- Charges continuing after cancellation has been confirmed.
- Refund delays once duplicate or unauthorised debits are flagged.
- Members bounced between Fitness First and Debit Success without clear ownership.
Facility Maintenance and Cleanliness
- Broken lockers, dirty change rooms, leaking toilets.
- Dusty or out-of-service equipment, with Parramatta and other Sydney locations frequently named.
- Slow follow-through on reported maintenance issues.
Misleading Sales Practices
- Sales reps allegedly understating contract length or omitting fee disclosures at signup.
- Verbal promises that don't match the written agreement emailed after the join.
Poor Post-Sale Customer Service
- Staff reportedly responsive at signup, slow or dismissive once a complaint is raised.
- Email responses delayed or not received without follow-up nudges.
Auto-Renewal Without Consent
- Memberships resumed after a freeze without member approval.
- Direct debits restarting on dates members say they did not authorise.
Fitness First complaints submitted through Ajust
How other consumers Fitness First complaints got resolved
Hidden Freeze Fee Discovered After Holiday
A new member disclosed travel plans at signup but says they were never told about the $5/week freeze fee, which appeared after their first holiday freeze. Staff said the fee was disclosed in the agreement emailed after signup, and the member ultimately paid a $195 early cancellation fee to exit.
Tip: Request all fees in writing before signing — and read the agreement emailed after signup the same day.
Contract Length Dispute — 12 Months vs 18 Months
A member was quoted "$24.70/week for one year" but later learned the contract was 18 months. Sales staff insisted the deal had always been 18 months and offered no adjustment without paying a $295 termination fee. The matter was unresolved at club level.
Tip: Ask the sales rep to email the full contract before signing and check the "minimum term" line item.
Refund Delay After Written Cancellation Commitment
A manager committed in writing on 26 July 2025 to refund two months of fees within three working weeks. By 15 September no refund had arrived and follow-up emails went unanswered, until the member escalated publicly and the refund was processed.
Tip: Keep the email trail and escalate to NSW Fair Trading if a written refund commitment isn't honoured.
If your home club hasn't resolved the issue, work through these steps in order — each builds the paper trail you'll need if you go external.
Step 1 — Request a Written Outcome from the Club Manager
- Book a face-to-face meeting and state the outcome you're seeking.
- Ask for the decision in writing (email is fine) before leaving.
Step 2 — Lodge a Formal Complaint with Member Services
- Call 1300 55 77 99 and ask the operator to log a formal complaint with a reference number.
- Follow the call up with an email summarising what was agreed.
Step 3 — Submit a Written Complaint Online
- Use the Fitness First Contact Us form and screenshot your submission.
- Reference your prior phone case number to consolidate the file.
Step 4 — Escalate to Head Office (Fitness & Lifestyle Group)
- Write to PO Box 715, Bondi Junction NSW 1355.
- Email product.support@fitlg.com with your member number, club, and full timeline.
Step 5 — Escalate the Billing Provider
- For unauthorised or post-cancellation charges, call Debit Success on 1800 681 827 and request written confirmation that all future debits are cancelled.
Step 6 — Bank Chargeback
- If direct debits continue after written cancellation, contact your bank to dispute the charges and lodge a direct debit cancellation through them.
Step 7 — External Regulator
- If internal escalation stalls, take the complaint to NSW Fair Trading or your state consumer body (see below).
Fitness First isn't covered by a sector-specific ombudsman, so external escalation runs through general consumer protection bodies. Most clubs and the head office sit in NSW.
- NSW Fair Trading — Phone 13 32 20. Lodge online via the NSW Fair Trading complaint form or check the fitness services guidance. Use this for an NSW Fair Trading gym complaint about contracts, fees, or refunds.
- Australian Competition and Consumer Commission (ACCC) — Use for misleading conduct, unfair contract terms, or excessive surcharges. Report via the ACCC contact page. The ACCC Fitness First record includes a court-enforceable undertaking over the "Gold Coin to Join" promotion and a $12,600 penalty in 2018 for excessive payment surcharging.
- Consumer Affairs Victoria — consumer.vic.gov.au for VIC members.
- Office of Fair Trading QLD — qld.gov.au/law/fair-trading for QLD members.
- Consumer Protection WA — commerce.wa.gov.au/consumer-protection for WA members.
- Consumer and Business Services SA — cbs.sa.gov.au for SA members.
- Australian Financial Complaints Authority (AFCA) — afca.org.au — only relevant if a payment dispute involves your bank or card provider rather than Fitness First directly.
- Fitness First Contact Us: Central form for billing, cancellation, and general complaints — also lists Member Services on 1300 55 77 99.
- Fitness First FAQ: Self-service answers on freezes, cancellations, and account changes.
- Fitness First Terms & Conditions: The binding contract document — check the minimum term and fee schedule before disputing.
- Find a Club: Locate your home club's reception number and Club Manager.
- Member Portal: Manage account, freezes, and payment details online.
- Member Services Phone: 1300 55 77 99 for membership, billing, and cancellation matters.
- Head Office Email: product.support@fitlg.com for written escalations to Fitness & Lifestyle Group.
- Debit Success Billing: 1800 681 827 for direct debit issues, Fitness First Debit Success charges, and post-cancellation refunds.
Fitness First Complaints FAQs
How long does Fitness First take to respond to a written complaint?
Fitness First typically acknowledges written complaints within 2–5 business days, with a full investigation response in 10–15 business days for billing or contract disputes. Approved refunds land within 5–10 business days. Always submit via the Contact Us form or email product.support@fitlg.com so you have a timestamped record to escalate from.
Can I cancel my Fitness First membership without paying the $295 fee?
You can usually only avoid the Fitness First cancellation fee if your minimum term has ended, you have a documented medical reason, or you can prove a contract breach such as undisclosed terms. Otherwise the $150–$295 admin fee applies. Check the minimum term clause in your agreement before disputing, and lodge in writing to start the 28-day notice period immediately.
What should I do if Debit Success keeps charging me after I cancelled Fitness First?
Call Debit Success on 1800 681 827 and request written confirmation that all future debits are stopped, then forward that confirmation to Fitness First Member Services. If charges continue, lodge a direct debit cancellation and chargeback with your bank, and escalate the matter to NSW Fair Trading on 13 32 20 with your full paper trail.
When should I escalate a Fitness First complaint to NSW Fair Trading or the ACCC?
Escalate to NSW Fair Trading on 13 32 20 once Fitness First and Fitness & Lifestyle Group have failed to resolve your complaint after written escalation, especially for refunds, contract length disputes, or unauthorised debits. Use the ACCC for misleading sales conduct, undisclosed fees, or unfair contract terms — they have previously penalised Fitness First for excessive surcharging.
You’ve done your part, now it’s time to hold Fitness First accountable.
Take the final step and submit a complaint that gets seen and responded to.