Had an issue with
Subway
? Get a real response.

Ajust helps you send a clear complaint to
Subway
that actually gets heard.

Send my complaint
80% Success
30X Faster
2X Better Results
Edited by:
Ajust Content Team
Last updated:
February 13, 2026
AI-sourced. Human-edited. Something out of date? Let us know.

How to submit a complaint with
Subway
 

In-store (fastest for immediate fixes)
If there’s an issue while you’re at a Subway restaurant (wrong ingredients, missing items, service concerns), politely speak to the staff member or on-duty manager. Many problems can be resolved immediately by remaking the sandwich or correcting a charge.

Online feedback form (best written record)
Use Subway Australia’s official Restaurant Feedback form on the Contact Us page. Include the store location or store number, date/time, and a clear description of what went wrong. This routes your complaint to Subway’s Guest Care team for follow-up.

By phone (talk to a person)
Call 1800 630 355 (toll-free) to lodge a complaint. Share the store location, visit details, and the outcome you’re seeking. Ask for a reference number so you can follow up if needed.

By email (attach photos or receipts)
Email twitter@subway.com.au with your complaint details. Despite the address name, this is an official Subway Australia customer service inbox. Attach photos (e.g., receipt or order confirmation) if relevant.

App or website support (digital orders)
If you ordered via the Subway App or website, use the in-app help or chat (often via the digital assistant) to log your issue with the order number. App-related complaints are then followed up by Guest Care.

Social media (for quick acknowledgement)
Message Subway Australia on Facebook or X (Twitter). The team will usually ask you to continue via DM and forward your details internally.

Tip: Keep your receipt or order confirmation and be specific about the store, time, and issue. State what would resolve it for you (refund, replacement, voucher).

What happens after you submit a complaint to Subway?

Acknowledgement and case creation
Subway typically confirms receipt of your complaint (email or reference number). Keep this for follow-ups.

Franchise + corporate review
Because Subway restaurants are franchised, Guest Care forwards store-specific complaints to the franchise owner or manager, while corporate monitors progress.

Response time
Many customers hear back within 24–48 hours for simple issues. More complex matters may take longer, but straightforward complaints are usually resolved quickly.

How you’ll be contacted
Expect an email or phone call from Guest Care or the local franchise team using the contact method you provided.

Common resolutions
Depending on the issue, Subway may offer an apology, refund, replacement, or voucher/coupon as a goodwill gesture. App/delivery issues are verified against order logs and corrected accordingly.

Common complaints against
Subway

  • Wrong or missing ingredients/items (especially with delivery)
  • Customer service issues (rudeness, lack of acknowledgement)
  • Food quality/freshness concerns (stale bread, wilted vegetables)
  • Promotion or coupon acceptance (participating stores only)
  • App/online ordering glitches (charges without fulfilment)
  • Cleanliness or hygiene concerns at specific locations

Subway
 complaints submitted through Ajust

How other consumers
Subway
 complaints got resolved

Missing items in an app order: A customer reported missing sides and a drink via the online form. Guest Care apologised, refunded the missing items, and provided a goodwill coupon.

Rude service at a local store: After a website complaint, the franchise owner contacted the customer to apologise, confirmed staff coaching, and issued a gift card to restore goodwill.

Order placed at the wrong store via the app: Guest Care confirmed the order wasn’t collected and processed a full refund, then supplied a promo code for a future order.

‍

How to escalate a complaint with Subway

1) Ask for a higher-level review
If initial contact doesn’t resolve the issue, request escalation to a supervisor or senior Guest Care agent and reference your case number.

2) Contact Subway Australia head office
Call 1800 630 355 and ask for a corporate escalation, or write to Subway Systems Australia, Level 1, 42 Amelia Street, Fortitude Valley QLD 4006 with your case details.

3) Follow up persistently (politely)
If a promised response hasn’t arrived, reply to the last email or call again with your reference number.

4) Use social channels strategically
A factual public message requesting help can prompt faster acknowledgement, after which details move to DM.

Regulatory & Ombudsman Information for Subway

Australian Consumer Law (ACL) & ACCC
If a business won’t respond or fix a consumer issue you’re entitled to (e.g., charged for items not provided), you can report the issue to the ACCC. The ACCC doesn’t resolve individual disputes but monitors systemic problems.

State consumer protection agencies
For mediation or advice on individual disputes, contact your state’s Fair Trading / Consumer Affairs office (e.g., NSW Fair Trading, Consumer Affairs Victoria).

Food safety concerns
For serious hygiene or safety issues, contact your local council or state food authority.

Official Subway Complaint Resources & Links

Subway
Complaints FAQs

You’ve done your part, now it’s time to hold
Subway
accountable.

Take the final step and submit a complaint that gets seen and responded to.

File your complaint now