Had an issue with

IGA

? Get a real response.

1) Contact your local IGA store first (fastest option)
IGA stores are independently owned, so most issues are resolved quickest at the store level. Call or visit the store where the issue happened and ask for the manager or owner. Bring your receipt (or bank transaction details) and explain what happened calmly and clearly. Store managers can usually action refunds, replacements, and service fixes immediately.

2) Use IGA’s online contact form (best for written records)
If you’d rather submit in writing, or the store didn’t resolve it, use IGA’s official contact form and select the option that best matches your issue under “Other inquiries.” Include:

• Store name/suburb and location
• Date/time of the incident
• What you bought (if relevant) + receipt details
• What outcome you want (refund, replacement, apology, clarification)

3) Call IGA / Metcash head office for serious escalations
IGA doesn’t operate a typical central supermarket call centre, but you can call the corporate office for higher-level issues (especially repeated problems or unresolved store disputes). When you call, ask for support regarding an IGA store complaint and provide the store location and key details.

4) Follow up by email if you already have one
IGA doesn’t consistently publish a single consumer email address. If you receive an email response after submitting a form, keep the conversation in that email thread and send any requested receipts/photos promptly.

5) Use official social channels for routing (not ideal for complex cases)
If you message IGA via official social channels, the team may ask you to share details privately and then forward your complaint to the relevant team/store. For faster outcomes, the store or online form is usually the better starting point.

Tip: Write down the name of the person you spoke to and the date/time. If you need to follow up or escalate, this makes everything faster and clearer.

Store-level handling (most common)
Because each IGA is independently run, the store manager or owner typically reviews what happened, checks receipts/product details, and offers a remedy. Many resolutions happen quickly, including refunds, replacements, or an apology and immediate correction.

If you lodged via the online form or corporate contact
Your complaint may be logged by a corporate support team and passed to a relevant store contact or area/regional manager. For more serious matters, an area manager may contact you directly to clarify details and confirm next steps.

Typical timelines

• Simple product/pricing issues: often resolved on the spot or within 24–48 hours (store level).
• Complex issues needing investigation: can take several days to a couple of weeks, depending on availability of store owners/managers and the nature of the complaint.

Who may handle it

• Store manager or owner
• Area/regional manager (if escalated)
• Product quality support (if it’s a broader issue involving IGA-branded products)

Common outcomes

• Refund or replacement for product issues, expired items, or pricing errors
• Apology + correction for service and in-store experience problems
• Goodwill gestures (occasionally) for repeated or serious issues
• Explanation where no fault is found, with clarification of policy/process

Keep your own notes: You may not receive a formal tracking number. Keep your own record of receipts, photos, dates, and who you spoke to.

Pricing discrepancies & overcharging: A common issue is shelf pricing not matching what scans at the register (including specials or multi-buy discounts not applying). Check your receipt and raise it promptly.

Product quality & freshness: Some shoppers report produce or refrigerated items that are expired or not at expected quality. Returning the product with proof of purchase usually helps the store action a refund or replacement quickly.

Rude or unhelpful staff: Service experiences vary by store. If you experience poor behaviour, ask to speak to the manager or owner, explain what happened, and share what outcome you want.

Stock availability & advertised specials: Smaller stores can run out of promoted items. If something was advertised and unavailable, ask about substitutions or options available in your store.

Store cleanliness & conditions: If you notice hygiene or cleanliness issues, raise it with the store manager first. For serious concerns that are not addressed, you can escalate externally (see the regulatory section).

Loyalty program issues (where applicable): If your IGA store participates in loyalty offers and something doesn’t register correctly, ask the store first and then follow the official loyalty support channel if needed.