Tried to complain to PlayStation but got ignored? We’ll help you escalate it.
Submit a PlayStation complaint that gets taken seriously. Ajust helps you lodge a formal complaint that bypasses bots, delays, and dead ends.
How to submit a complaint with PlayStation
If you’re experiencing problems with PlayStation, here’s how to swiftly submit your complaint:
- Phone Support: Call 1300 365 911 (Mon–Fri, 9am–5pm AET). Clearly describe your issue and ask for a complaint reference number for tracking.
- Online Chat/Form: Use PlayStation’s online support for live chat (Mon–Fri, 9am–8pm; Sat, 9am–6pm AET). Describe your complaint in detail; a support agent will open a ticket for you.
- Retailer Assistance (Hardware Only): For hardware issues (e.g., PS5 console faults), first approach your original retailer (e.g., EB Games, JB Hi-Fi). Retailers are obliged to assist with warranty or consumer law issues.
Important: Keep a record of dates, times, representative names, and reference numbers for follow-ups.
PlayStation follows a structured complaint resolution process:
- Acknowledgment & Reference Number: Immediate via phone, or emailed if lodged online. Use this reference to track your complaint.
- Assessment by Support Agents: Issues are reviewed by PlayStation support staff or escalated to specialists for complex cases (e.g., account security).
- Expected Resolution Timelines:
- Billing/refund issues: ~10 business days
- Account security issues: Typically 1–3 days after verification
- Hardware repairs: Usually 1–2 weeks
You'll receive updates via email or phone.
- Billing/refund issues: ~10 business days
- Communication of Resolution: PlayStation clearly communicates outcomes such as refunds, account reinstatement, or hardware replacements.
- Right to Further Review: If unhappy with the initial resolution, you can request escalation internally for senior review.
PlayStation aims to keep you informed and resolve your complaints quickly and fairly.
Common complaints against PlayStation
These are the most frequent issues reported by PlayStation customers:
- Billing & Refund Problems: Difficulty getting refunds or resolving billing errors, especially within the 14-day refund policy window. (Tip: Clearly reference Australian Consumer Law for entitlement to refunds beyond policy limits.)
- Account Security & Suspensions: Unauthorised charges leading to automatic account suspension or account hacking incidents. (Tip: Report unauthorised charges directly to PlayStation immediately, and always enable two-factor authentication (2FA).)
- Hardware Failures & Warranty Issues: Premature failures of consoles (e.g., PS5 power issues) and controller defects like joystick drift. (Tip: Cite Australian Consumer Law for premature failures, even after Sony’s warranty expiry.)
- Customer Service Frustrations: Limited support hours, reliance on chatbots, and difficulty reaching knowledgeable staff. (Tip: Request escalation to a supervisor or specialist if initial support proves insufficient.)
- Online Connectivity & Moderation: Issues related to PlayStation Network outages or account moderation sanctions. (Tip: Report technical issues through PlayStation Support; moderation issues through PSN Safety team.)
Understanding these common issues can help streamline your complaint resolution experience.
Real complaints submitted through Ajust
How other PlayStation complaints got resolved
Unauthorised Charges & Account Suspension
Issue: Unauthorised charges led to account suspension after the user disputed charges via their bank.
Resolution: After verification, PlayStation reinstated the account within 48 hours upon repayment.
Faulty PS5 Console Replaced under ACL
Issue: A PS5 died after 2 years and was initially refused warranty repair.
Resolution: Customer escalated complaint citing Australian Consumer Law which resulted in Sony replacing the console free of charge.
Hacked Account Successfully Recovered
Issue: User’s PSN account hacked, locked out by hacker enabling unauthorised 2FA.
Resolution: PlayStation verified user’s ownership and restored account access within a day.
If your initial complaint handling isn’t satisfactory, follow these escalation steps:
- Request Supervisor Review: Politely ask for your complaint to be escalated to a supervisor or senior support agent.
- Provide Additional Evidence & Clarifications: Clearly restate your complaint, attach any relevant documents, and clarify your desired resolution.
- Internal Complaint Channels: Write formally to PlayStation Australia’s corporate office if needed for thorough internal review.
- Retailer Escalation (Hardware): Approach your retailer directly for hardware issues, using consumer law as leverage for prompt resolution.
- Documentation: Keep thorough records (dates, agent names, promises made) to strengthen your escalation case.
- Prepare for External Escalation: Inform PlayStation of your intent to escalate externally if unresolved, often prompting quicker action.
Using these escalation pathways helps ensure your complaint receives proper attention.
Know when and how to involve external authorities for unresolved complaints:
- State Consumer Affairs/Fair Trading:
Lodge a complaint with your state’s consumer protection agency if PlayStation refuses to resolve your legitimate issue. Agencies mediate between consumers and businesses to achieve fair outcomes. - Australian Competition & Consumer Commission (ACCC):
Report systemic consumer law breaches to the ACCC. ACCC monitors and investigates widespread consumer law issues but typically doesn't mediate individual complaints. - Small Claims Tribunal:
As a last resort, use your state’s tribunal (e.g., NCAT, VCAT) for unresolved financial disputes or significant warranty issues. - Consumer Advocacy Groups:
Groups such as Consumer Action Law Centre may offer advice for tricky cases involving digital rights or consumer guarantees. - Public Pressure via Social Media:
Reach out publicly on PlayStation’s social media for visibility and potentially quicker resolution.
External escalation ensures PlayStation remains accountable under Australian consumer laws.
- PlayStation Support – Contact Guide (AU)
- Support Phone (Australia): 1300 365 911 (Mon–Fri, 9am–5pm AET)
- PlayStation Live Chat
- Refund Policy (AU)
- Refund Request Guide
- PlayStation Repairs – Fix & Replace
- ACCC Consumer Problem Guide
- State Consumer Affairs Agencies Directory
- Social Media: Twitter @AskPlayStation, Facebook PlayStation
PlayStation Complaints FAQs
You’ve done your part, now it’s time to hold PlayStation accountable.
Take the final step and submit a complaint that gets seen and responded to.