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How to submit a complaint with Polestar
Polestar complaints in Australia go to one place: Polestar Australia's own Customer Support team. Polestar sells direct, so there is no franchised dealer standing between you and the brand — every route below reaches the same Polestar Australia customer service team, and all of them can log your complaint formally.
Phone — Fastest for Urgent Faults and Safety Issues
- The Polestar customer support phone number for Australia is 02 9423 0876 (+61 2 9423 0876 from overseas), confirmed on Polestar Australia's contact page.
- Hours are Monday to Friday, 8:00am–6:00pm AEST/AEDT. Closed weekends and NSW public holidays.
- Say the words "I am making a formal complaint" and get your unique reference number before you hang up.
- Hours, channels and direct numbers are also set out in our Polestar contact and support guide.
Online Contact Form — Open 24/7, Best for a Paper Trail
- Lodge it through the Polestar Australia contact form, which takes subject, message, name, email, phone and file attachments.
- Upload photos or video of the fault, service invoices and repair-order paperwork while they are fresh.
- There is no complaint category in the form, so open your subject line with "Formal complaint — [issue]" so it gets triaged correctly.
In Person at a Polestar Space or Service Point
- Find your closest site on the Polestar Australia locations map and raise the issue face-to-face during business hours.
- Many Polestar Spaces are retail and display sites only. Physical repairs run through Volvo Car group authorised service points on Polestar's behalf.
In Writing by Post — Strongest for Consumer Law Claims
- Write to Polestar Automotive Australia, Customer Support Team, Level 2, 291 Pacific Highway, Artarmon, NSW 2064.
- Post is slower, but a dated letter carrying your reference number is the cleanest evidence if you later go to a regulator or tribunal.
Polestar App and Polestar ID
- The Polestar mobile apps let you track orders, check vehicle status and reach support from your phone.
- Useful for account and order problems — pair it with the contact form when you need the issue formally logged.
Five Minutes of Prep Before You Lodge
- Have your VIN, order number and delivery date in front of you.
- List every fault date and every service visit. Polestar's timeframes only start running from the day you complain, so dates matter.
- Count the total days your car has been off the road. It is the single most powerful fact in an Australian Consumer Law claim.
- State the outcome you want in plain words: repair, replacement, refund or compensation.
The published Polestar complaint process sits inside one document — Polestar's Internet Services Complaints Handling Policy. Polestar has to publish it because its cars carry a connected-services SIM, which makes it a carriage service provider under Australian telecommunications rules.
It is written for internet and connected services, but it is the clearest commitment Polestar Australia has made about how complaints move. Hold them to it.
Published Timeframes
- Phone complaints: acknowledged immediately, on the call.
- Email, online form, voicemail and post: written acknowledgement within 2 business days.
- Standard complaints: resolved within 15 business days.
- Urgent complaints: priority handling, resolved within 2 business days.
- Billing errors: corrected within the current billing period or 40 days, whichever comes sooner.
Who Handles Your Complaint
- First contact: a Customer Support specialist, using "best efforts" to resolve it on the spot. If they can't, it is investigated and you receive a unique reference number plus contact details to monitor progress.
- Escalation: unresolved complaints go to the Customer Care Manager, then to senior management.
- Repairs: a service advisor at a Volvo Car group authorised service point runs the workshop side while Polestar Customer Support owns the complaint.
- Warranty: every Polestar warranty claim Australia owners lodge runs through this same Customer Support team — there is no dealer to go around them.
Cost, Representation and Limits
- Polestar's policy confirms there is no charge for handling a complaint, and you may nominate a representative — a family member, advocate or lawyer — to act for you.
- Phone, email and the online contact form are the working channels. Live chat is listed as currently unavailable.
- Treat the 2-day and 15-day commitments as Polestar's published connected-services timeframes, not a contractual guarantee on vehicle quality. Vehicle faults, delivery and warranty disputes are governed by the Australian Consumer Law.
- Australian owner reviews suggest complex vehicle-fault complaints frequently run well past 15 business days, with several reporting multi-month waits.
Common complaints against Polestar
These themes come from verified owner reviews on ProductReview.com.au (2.2 out of 5 from a small sample of 8 Australian reviews) and its Polestar 3 listing, owner forum threads and Australian recall records. They cover the Polestar 3 problems Australia owners raise most often, plus the issues hitting Polestar 2 drivers.
Software and Electrical Glitches
- Doors failing to unlock — or unlocking on their own — alongside infotainment and display blackouts and reverse-camera failures.
- Airbag and seatbelt warning errors, connectivity dropouts and emergency-call system faults.
- Several owners report faults persisting after software updates were applied.
Long Repair Times and Parts Waits
- Polestar repair delays are the highest-frequency complaint driver, particularly for Polestar 3 owners, with parts shipped from Sweden.
- Reported waits include six months for a wiring loom, and a 13th week of a third service visit with no diagnostic ETA.
No Loan Car During Extended Repairs
- Owners report no courtesy vehicle and no alternative transport offered while cars sat off the road for months.
- Polestar's service and repair FAQs do not publish a loan-car entitlement, so it has to be negotiated case by case.
Refund and Right-to-Repair Disputes
- Owners with repeated major faults request a refund or replacement and report Polestar asserting a right to repair first.
- Polestar has also argued vehicles were of "acceptable quality" in the face of repeat faults.
- Under the Australian Consumer Law, a major failure means the consumer chooses between a refund and a replacement — not the supplier.
Delivery, Handover and Order Changes
- Delivery dates slipping by many months, with little proactive communication during the wait.
- One owner described a car ordered in April with a promised May delivery that only left production the following January.
- Handover paperwork problems and order-change delays also feature.
Registration and Administrative Errors
- At least one owner reported their vehicle recorded against the wrong model number, which blocked registration entirely.
- The error reportedly persisted even after Fair Trading became involved.
Contactability and Response Gaps
- Phone support is weekday-only, live chat is currently unavailable, and Polestar Australia publishes no complaints email address.
- That leaves the contact form as the only written channel, and owners report chasing their own updates. Our Polestar customer support page lists every current channel and its hours.
Recall and Safety-Campaign Communication
- Polestar 3 (2024–2025): 172 Australian vehicles recalled on 17 July 2025 after moisture entering the bumper wiring harness caused corrosion — which can reduce power-steering efficiency, disable Pilot Assist and Park Assist, and stop the car restarting, per CarExpert's report on the Polestar 3 recall.
- Polestar 2 (2024): 23 Australian vehicles recalled over braking performance when one-pedal drive is active; Polestar advised the car is safe with the function deactivated, per CarExpert's Polestar 2 recall report.
- Inspection and repair under a recall are free, but owners report wanting faster, clearer confirmation of whether their VIN is affected.
Polestar complaints submitted through Ajust
How other consumers Polestar complaints got resolved
Polestar 3: 16 Weeks Off the Road, Refund Refused
A NSW owner logged airbag, emergency-call, seatbelt, display and reverse-camera faults on a Polestar 3 that spent more than 16 weeks out of service. Polestar offered software updates and workarounds, then refused a written demand for a full refund, relying on a right to repair. The complaint was unresolved at the time of review and the owner escalated externally.
Tip: Log every off-road day in writing from day one — cumulative days off the road is your strongest major-failure evidence.
Six-Month Wait for a Wiring Loom, No Replacement Car
One owner's Polestar sat off the road for six months waiting on a wiring loom shipped from Sweden, with no alternative transport offered for the entire period. The repair was covered, but the parts pipeline was the bottleneck.
Tip: When a part is backordered, request a written parts ETA, a loan vehicle, and confirmation your warranty is extended.
Registration Blocked by a Wrong Model Number
A new Polestar could not be registered because the vehicle had been recorded against the wrong model number — an administrative error on the supply side. The owner reported the problem was still unresolved after involving Fair Trading.
Tip: Check the VIN, model code, build date and compliance details on your delivery paperwork before you sign at handover.
To escalate Polestar complaint cases, work through these steps in order. Each one builds the written record you will need if you go external.
Step 1 — Log It and Get a Reference Number
- Call 02 9423 0876 or use the online contact form, and state explicitly that you are making a formal complaint.
- Record the reference number, the agent's name and the date. Without those three things, later escalation stalls.
Step 2 — Ask for the Customer Care Manager
- Polestar's published policy escalates complaints to the Customer Care Manager if the published timeframes are missed — or simply at your request.
- You do not have to wait for a deadline to pass. Ask for the Customer Care Manager by title as soon as you feel stalled.
- Put the request in writing so the escalation is time-stamped.
Step 3 — Request a Senior Management Review
- The policy provides for further escalation to senior management.
- Send it in writing to the Artarmon address, attaching your reference number and a dated timeline of every fault and every off-road day.
Step 4 — Send a Formal Letter of Demand
- Polestar refund Australian Consumer Law claims: a major failure lets you choose a refund or a replacement, and the choice is yours — not Polestar's.
- A major failure means the car is unsafe, substantially unfit for purpose, significantly different from what was described, or carries a fault that cannot be fixed in a reasonable time.
- Set a clear deadline — 14 days is standard — and name the remedy you have chosen.
Step 5 — Take It Outside Polestar
- Connected-services and in-car data issues go to the Telecommunications Industry Ombudsman.
- Vehicle, delivery, warranty and refund disputes go to your state or territory consumer protection agency, then a civil tribunal.
Escalation Tips That Work With Polestar Specifically
- Because Polestar sells direct, the manufacturer is the supplier. Say so. You cannot be bounced between "dealer" and "brand" — Polestar owns both the sale and the repair.
- Keep the Volvo service point's repair orders alongside your Polestar correspondence. Workshop paperwork is independent evidence of fault dates and off-road days.
- Count and cite total days off the road. It is the number that turns "we'll keep trying to repair it" into a major-failure argument.
- Ask for every response in writing. Verbal refusals are almost impossible to escalate.
There are two separate external routes for Polestar owners in Australia, and which one you use depends entirely on the issue.
- Polestar Telecommunications Industry Ombudsman (TIO) complaints — connected services and in-car data: Polestar's own policy names the TIO as the external escalation point for internet-service complaints, because its cars carry a connected-services SIM. Lodge free through the TIO complaint form or call the TIO on 1800 062 058, 8:00am–8:00pm Monday to Friday AEST.
- TIO alternative channels: email tio@tio.com.au, fax 1800 630 614, or post to PO Box 276, Collins Street West, VIC 8007. The TIO is free for consumers and requires you to have complained to Polestar first.
- No automotive ombudsman exists in Australia. New-car faults, delivery, warranty and refund disputes are handled under the Australian Consumer Law by your state or territory consumer protection agency, then a civil tribunal or small claims court.
- ACCC — the national regulator. It does not resolve individual disputes, but it publishes your consumer guarantee rights, a free complaint-letter tool and links through to every state and territory agency: Make a consumer complaint | ACCC.
- NSW Fair Trading — 13 32 20, Monday to Friday 8:30am–5:00pm Sydney time. Relevant to owners nationally because Polestar Automotive Australia is based in Artarmon, NSW. Lodge via the NSW Fair Trading complaints and enquiries page. Aboriginal enquiry line 1800 500 330; interpreter service 13 14 50.
- Other states and territories: lodge with Consumer Affairs Victoria, Office of Fair Trading Queensland, Consumer and Business Services SA, Consumer Protection WA, Consumer Affairs and Fair Trading Tasmania, Access Canberra (ACT) or Consumer Affairs NT.
- Tribunals: NCAT consumer claims hears NSW consumer claims up to $100,000, and VCAT hears Victorian consumer disputes.
- Safety recalls: check whether your VIN is affected and report safety defects on the Australian Government's vehicle recall register.
- Polestar Australia support hub — Polestar AU Support collects every self-service FAQ category in one place.
- Warranty FAQs — Polestar warranty FAQs cover the 5-year vehicle and 8-year/160,000km battery terms.
- Service points — Polestar service points lists the Volvo Car group workshops handling your repair.
- Delivery FAQs — Polestar delivery FAQs set out official handover and delivery-timing answers.
- Billing FAQs — Polestar billing FAQs help you verify charges before lodging a billing complaint.
- Owner's manuals — Polestar AU manuals confirm intended vehicle behaviour when Polestar calls a fault normal.
- Free legal help on lemon cars — Consumer Action Law Centre offers guidance on repeat-fault vehicles.
- Independent refund-rights analysis — CHOICE on lemon car refund rights explains where Australian law falls short.
Polestar Complaints FAQs
How long does Polestar Australia take to respond to a complaint?
Polestar Australia acknowledges phone complaints on the call and written complaints within 2 business days, then aims to resolve standard complaints within 15 business days. Those timeframes come from Polestar's connected-services complaints policy, not a guarantee covering vehicle quality. Australian owners report complex fault and repair disputes running far longer, so date every contact and chase updates in writing.
Can Polestar insist on repairing my car instead of giving me a refund?
No. Under the Australian Consumer Law, a major failure means you choose between a refund and a replacement, and that choice is yours, not Polestar's. A major failure includes a car that is unsafe, unfit for purpose, or carries a fault that cannot be fixed in a reasonable time. Name your chosen remedy in a dated letter of demand.
Is there an ombudsman for Polestar car complaints in Australia?
There is no automotive ombudsman in Australia, so Polestar vehicle, delivery, warranty and refund disputes go to your state or territory consumer protection agency, then a tribunal. Connected-services and in-car data complaints are different: Polestar's own policy names the Telecommunications Industry Ombudsman, free on 1800 062 058. Both routes expect you to complain to Polestar first.
Will Polestar give me a loan car while mine waits for parts?
Polestar Australia publishes no loan-car entitlement, so a courtesy vehicle or alternative transport has to be negotiated case by case. Owners have reported months off the road with nothing offered, including a six-month wait on a wiring loom from Sweden. Ask in writing for a loan vehicle, a written parts ETA and a warranty extension covering the delay.
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