Had an issue with Mobil? Get a real response.
Mobil is a petrol supplier operating dozens of service stations across Australia. Mobil also operates financial services, like the Mobil Card. Submitting a complaint to Mobil is simple and straightforward if you follow the right methods.
Mobil allows customers to contact them via phone (which is fastest), an online feedback form, email, and in-person at its service stations. When complaining about a specific incident, be sure to include the date, time, and station location, as well as a receipt number and the pump number that you attended.
Complaints to Mobil may include issues with service station staff, fuel quality, pricing discrepancies, faulty station equipment, or billing issues with the Mobil card. These can typically be dealt with in a matter of days, but Mobil aims to have all issues resolved, even complex ones, within at least 30 days.
If frontline support hasn't been able to solve your issue, asking to escalate to a senior staff member should be your next step. Contacting Mobil's head office or executive team are also options if your complaint can't be resolved. There's no fuel ombudsman in Australia, so external options include taking your Mobil complaint to the ACCC or Fair Trading offices in each state depending on the severity of your issue.
How to submit a complaint with Mobil
Mobil provides several ways to submit a complaint, depending on your preference.
Phone Support (fastest)
Call 1800 105 961 (free within Australia) to speak with a Mobil customer service agent.
Ask for your issue to be logged as an official complaint and request a reference number for follow-up.
Online Feedback Form
Go to mobilfeedback.com.au to submit feedback or complaints about a specific Mobil service station. Include the station location, date, time, and issue to help Mobil act faster.
Email / Website Contact
Use the "Email Us" option on the Mobil Contact Page to lodge written complaints. Mobil may ask for more details to assess your complaint thoroughly.
In-Person at Service Stations
For immediate issues (e.g. pump error, poor service), speak to the station staff or manager first. If unresolved, escalate using the phone or online options above.
App or Social Media
If your issue relates to the 7-Eleven Fuel App, submit feedback through the app.
Alternatively, post a polite message on Mobil Australia’s official Facebook or Twitter/X page. Some customers report faster attention via public channels.
Tip: Always include receipt number, pump number, or Mobil Card details (if applicable). The more info you give, the faster Mobil can investigate.
First Response
Mobil usually responds promptly. Phone complaints may get immediate feedback, online or email submissions typically receive an email confirmation.
Complaint Assessment
Mobil assigns a relevant team member to investigate, such as the station operator or Mobil Card support. They review records or contact the site involved.
Follow-Up
A representative will contact you (usually by your preferred method) to request further info or deliver updates.
Resolution
Depending on the case, Mobil may offer:
- A refund or voucher
- An apology and explanation
- Corrective action (e.g. fixing equipment, retraining staff)
Straightforward cases are resolved within days. More complex issues (like Mobil Card billing or third-party coordination) may take a few weeks, but most are handled within 30 days.
Case Closure: You’ll be notified once a resolution is complete. Mobil may ask for feedback on the process.
Common complaints against Mobil
Mobil receives complaints in these areas most frequently:
Fuel Quality
- Reports of contaminated fuel causing engine issues
Mobil investigates this via station inspections and may cover repair costs when damage is proven
Pump Accuracy & Pricing
- Charged for more fuel than a tank can hold
- Unexpected price differences using the 7-Eleven Fuel App
Mobil or the site operator will usually refund any confirmed overcharge.
Customer Service at Stations
- Rude or unhelpful staff
- Refused receipts or poor assistance
Mobil takes this seriously and may retrain staff or intervene with franchise operators.
Equipment & Amenities
- Faulty car washes, air pumps, or card readers
- Dirty restrooms or unsafe walkways
Stations usually refund or repair the issue when notified.
Mobil Card Issues
- Incorrect billing
- Problems redeeming discounts
Use 1300 173 435 or the Mobil Card support form for direct resolution.
Mobil complaints submitted through Ajust
I made a formal complaint after a frightening experience at a Mobil service station late at night. A staff member behaved aggressively and made threats that left me feeling unsafe, even though I was just there to refuel and grab a coffee. It wasn’t just uncomfortable, it crossed a line, and I wanted Mobil held accountable for how it was handled. - Kirsty
How other consumers Mobil complaints got resolved
Car Wash Complaint: A car wash malfunctioned and the attendant dismissed the issue. After reporting it via Mobil’s head office, the customer received a $15 voucher and the staff were given extra training.
Overcharge: A customer overcharged at a station was promised a $5 voucher, but never received it. After a follow-up email, Mobil honoured the voucher and apologised for the delay.
Ask for a Supervisor
Politely request escalation to a superior if your issue isn’t resolved.
Contact Mobil Head Office
If standard support doesn’t resolve your complaint, write to:
Mobil Oil Australia Pty Ltd GPO Box 4507, Melbourne VIC 3001
Phone: +61 3 9261 0000
Escalate via Franchise Owner (e.g. 7-Eleven)
If your issue is with a co-branded Mobil/7-Eleven station, contact 7-Eleven Customer Relations via their site or hotline. They often coordinate resolutions with Mobil.
Executive Team
You may try contacting ExxonMobil’s executive offices. Start with a polite email via the ExxonMobil Australia website referencing your unresolved complaint. Use this as a last resort if all other methods fail.
Keep a Record
Always include dates, receipt numbers, station locations, and names of staff you spoke to. Reference your previous complaint in escalations for faster processing.
ACCC – National Consumer Regulator
If your complaint involves misleading conduct, unsafe fuel, or false advertising, lodge a report at:
accc.gov.au/report-a-consumer-issue
Phone: 1300 302 502
State Fair Trading Offices
For refund refusals, property damage (e.g. engine harm), or service failures, contact your local agency:
- NSW Fair Trading – 13 32 20
- Consumer Affairs Victoria – 1300 55 81 81
Each state has a complaint form. These agencies often trigger a quicker Mobil response.
- Customer Service: mobil.com.au/contact-us | 1800 105 961
- Feedback Form: mobilfeedback.com.au
- Mobil Card Issues: 1300 173 435 | Use the Mobil Card Contact Form on the site
- ExxonMobil Australia HQ: +61 3 9261 0000 | GPO Box 4507, Melbourne VIC 3001
- Privacy Policy & Complaints Procedure: ExxonMobil Privacy
- Fuel Quality Standards: gov.au Fuel Info
- ACCC Complaint Page: Submit complaint
- NSW Fair Trading: Make a complaint
Mobil Complaints FAQs
What’s the fastest way to contact Mobil Australia customer support for fuel or payment problems?
The fastest way is calling Mobil Australia on 1800 105 961 with your receipt and details ready. This connects you directly to support staff for fuel issues, pump errors, or station feedback. Providing the station location, date, time, and bowser number helps Mobil investigate immediately. If the issue relates to a Mobil Card, using the dedicated card support line avoids delays.
What should I do if a Mobil pump overcharged me or my fuel card didn’t work?
Mobil will usually correct or refund verified pump overcharges and card errors after reviewing the transaction. Report the issue with your receipt, bowser number, time, and vehicle details to speed up the investigation. Simple issues can sometimes be handled by the station manager on the spot. For unresolved or larger charges, contacting Mobil customer support ensures a formal review and follow-up.
How does Mobil Australia handle fuel quality complaints or contamination concerns?
Mobil investigates all verified fuel quality complaints and compensates when a fault is confirmed. This may include fuel replacement or covering repair costs linked to contamination. Keeping your receipt and noting the station, date, and time of purchase is essential. Clear documentation allows Mobil to assess and resolve the issue quickly.
How can I cancel a Mobil Card or fix billing errors without extra fees?
You can cancel a Mobil Card at any time with no cancellation fee by contacting Mobil Card support on 1300 173 435. Billing mistakes are corrected once the account is reviewed, and incorrect fees may be waived. Any outstanding fuel charges still need to be paid, but standard account fees are zero. Keeping written records of requests and statements helps ensure fast, accurate closure.
You’ve done your part, now it’s time to hold Mobil accountable.
Take the final step and submit a complaint that gets seen and responded to.