Had an issue with Hisense? Get a real response.
How to submit a complaint with Hisense
You can raise a complaint with Hisense Australia in several ways:
Phone: Call 1800 447 367 (toll-free). Available Mon–Fri 8:30am–7:00pm and Sat–Sun 9:00am–5:00pm AEDT. Have your product model, serial number, and proof of purchase ready. You’ll get a reference number for tracking.
Online form: Lodge a complaint via the official Hisense Contact Us form. Fill in product details, warranty number (if available), and a description of the problem. Expect an email acknowledgment.
Email: Send details (including model/serial number, purchase date, and evidence like photos or videos) to service.au@hisense.com. The Melbourne-based team typically responds within one business day.
Retailer: If you purchased from a store like JB Hi-Fi or Harvey Norman, you can also lodge your complaint there. Under Australian Consumer Law, the retailer must assist with warranty issues - they can’t simply direct you to the manufacturer.
📌 Tip: Keep your receipts, warranty card, and any evidence handy. Always record the date of your complaint and case number for follow-up.
Here’s what you can expect:
- Acknowledgment & case number: Every complaint is logged and given a reference number.
- Communication: Updates usually come via phone or email. Expect replies within 24–48 hours on weekdays.
- Assessment: Hisense may request proof of purchase or send an authorised technician to inspect the product. Large appliances are often serviced at home.
- Resolution: Depending on the issue, resolutions include firmware updates, repairs, replacements, or refunds.
- Timelines: Simple complaints may be resolved quickly, while part orders or major replacements may take a few weeks.
- Warranty: Hisense offers a 3-year manufacturer’s warranty on TVs and appliances. Australian Consumer Law also guarantees remedies for major faults, even outside warranty.
Common complaints against Hisense
- Product failures: TVs and appliances breaking down sooner than expected.
- Warranty service delays: Long waits for technicians or spare parts.
- Customer service quality: Inconsistent experiences, some agents unhelpful or dismissive.
- Smart TV software: Limited apps, firmware issues, or sluggish performance.
- Warranty rejections: Customers frustrated when legitimate faults were dismissed as “user damage.”
Complaints submitted through Ajust
How other consumers Hisense complaints got resolved
Goodwill repair out of warranty: A customer’s appliance failed just beyond the warranty. Hisense approved a same-day repair as a goodwill gesture.
Faulty fridge replaced quickly: A customer’s fridge failed under warranty. Hisense arranged a replacement within hours of the complaint.
Delayed washing machine repair escalated: After months of delay, the customer contacted Consumer Affairs. Hisense then expedited the case, leading to resolution.
- Ask for a supervisor: When contacting Hisense, request escalation if the initial agent can’t resolve your case.
- Formal written complaint: Email service.au@hisense.com (mark “Formal Complaint”) or mail PO Box 360, Ferntree Gully VIC 3156. Include your case number, history, and desired resolution.
- Go through your retailer: Retailers like JB Hi-Fi and Harvey Norman are legally obligated to assist under ACL.
- Social media escalation: Hisense monitors Facebook and other platforms. A factual, polite public post can prompt faster responses.
- Persistence: Always reference your case number and prior commitments when following up.
- State consumer protection agencies: NSW Fair Trading, Consumer Affairs Victoria, or your state equivalent. They can mediate disputes if Hisense doesn’t resolve your complaint.
- ACCC: Report systemic issues or breaches of consumer law at accc.gov.au.
- Small claims tribunal: As a last resort, file with your state’s tribunal (e.g. VCAT, NCAT). Tribunals can order repair, replacement, or refunds.
- No industry ombudsman: There isn’t a dedicated appliance ombudsman. Consumer law bodies are your escalation route.
- Contact form – Lodge a complaint or warranty claim.
- Phone: 1800 447 367 – 7-day customer support line.
- Email: service.au@hisense.com – For written complaints and warranty claims.
- Support centre – Manuals, FAQs, troubleshooting.
- Warranty info – 3-year warranty policy.
- ACCC consumer guarantees – Learn your rights under ACL.
Hisense Complaints FAQs
You’ve done your part, now it’s time to hold Hisense accountable.
Take the final step and submit a complaint that gets seen and responded to.