Had an issue with

Shell

? Get a real response.

Shell service stations in Australia are operated by Viva Energy, which manages customer complaints for Shell-branded sites.

You can lodge a complaint about Shell in Australia by:

• Submitting the Shell Australia online contact form
  The primary method is the official Shell Australia contact form, which routes complaints directly to Viva Energy’s customer care team. This form allows you to report issues relating to Shell fuel, service station experiences, pricing, staff conduct, or products.
• Calling Viva Energy Customer Care (Shell stations)
  You can lodge a complaint by phone on 13 16 18 (Monday to Friday, 8:00am–8:00pm AEST). Let the representative know your complaint relates to a Shell service station and provide details such as the station location, date and time, and nature of the issue.
• Emailing Viva Energy customer feedback
  Complaints can also be submitted in writing by emailing tellvivaenergy@vivaenergy.com.au. Include your contact details, the Shell station address, transaction information, and a clear description of the problem.
• Raising the issue in store
  If the issue occurs at the time of your visit, you can speak directly with the station manager or senior staff member. Some issues, such as incorrect charges or failed car washes, may be resolved immediately. If not, you should still submit the complaint through Shell’s official channels for follow-up.

For Shell Card, fuel quality, or lubricants-specific issues, the same contact channels apply unless a specialist contact is listed on your statement or receipt.

Once your complaint is received, Viva Energy follows a structured process to investigate and resolve it.

What typically happens next:

• Your complaint is acknowledged, either immediately during a phone call or within one to two business days for online or email submissions.
• The complaint is logged and assigned to Viva Energy’s customer care team.
• Station-specific complaints are referred to the relevant site operator or manager for investigation.
• Fuel quality complaints may involve fuel testing and coordination with claims specialists.
• You may be contacted for additional information, such as receipts, photos, or mechanic reports.

Many complaints are resolved within a few business days. More complex matters, such as fuel contamination claims or vehicle damage investigations, may take longer while assessments are completed. Once a decision is made, Shell (via Viva Energy) will explain the outcome and any resolution offered.

Shell customers most commonly raise complaints about:

• Pricing discrepancies between street signage and pump prices.
• Overcharging or incorrect transactions.
• Rude or unhelpful service at Shell stations.
• Fuel quality concerns, including suspected contamination.
• Payment or card issues, including duplicate charges.
• Loyalty or promotion issues, such as missing rewards or discounts.
• Poor station facilities, including faulty car washes or unclean amenities.