Ticketek
Complaints
How to file a complaint and get quick results from Ticketek
Edited by:
Ajust Content Team
Last updated
May 3, 2025
Our AI curates essential insights from across the web, while expert human writers craft content that's clear and easy to understand.
How to submit a complaint with Ticketek
Ticketek provides several ways to submit a complaint:
- Online Support Request: The fastest method is through the Ticketek Help Centre.
- Email: While Ticketek prefers the form, customers have used customer.service@ticketek.com.au for inquiries.
- Phone Support (Limited): Call 1300 665 915 (mainly for accessibility and urgent event-related issues).
- Social Media: Tweet @Ticketek_AU or post on Facebook for possible escalation.
- In-Person at Box Offices: If your complaint is event-specific, visit the venue’s box office for direct support.
For best results, include your order number, event details, and issue description when submitting a complaint.
- Acknowledgment: You’ll receive an automated email confirmation with a case number.
- Case Queue & Priority: Urgent issues (like an event happening soon) get prioritised.
- Support Agent Response: Expect a reply via email within a few business days, though some cases may take longer.
- Resolution & Follow-up: If unresolved, you can respond and request escalation to a supervisor.
- Final Decision: If Ticketek considers the case closed but you’re not satisfied, further escalation may be required.
Common complaints against Ticketek
- Refund Delays: Customers often report long wait times for refunds from cancelled or postponed events.
- Poor Customer Service Accessibility: Difficulty reaching Ticketek, limited phone support.
- High Booking Fees: Complaints about extra charges for transactions and ticket delivery.
- Technical Issues on Sale Days: Website crashes, checkout failures, or losing tickets in the cart.
- Non-Delivery of Tickets: Customers not receiving tickets via email or mobile app issues.
- Refundable Ticket Insurance Denials: Issues claiming refunds via third-party insurance partners.
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Real Ticketek complaints and how they were resolved
Refund Finally Processed After Multiple Follow-ups: A customer waited 4 weeks for a concert refund but got it after persistent emails.
Double Charge Resolved: A customer was charged twice due to a system glitch and received a full refund within 7 days.
Denied Refundable Ticket Claim Overturned: After escalating a rejected claim, Ticketek refunded the ticket as a goodwill gesture.
- Request a Supervisor: Reply to Ticketek’s email stating that you require a senior review.
- Head Office Contact: Ticketek’s corporate office in Sydney may handle higher-level complaints.
- Social Media Exposure: Posting on Twitter or Facebook can sometimes get attention faster.
- Event Promoter Involvement: Contact the concert or event promoter if Ticketek says refunds are at the promoter’s discretion.
- Regulatory Complaint: If internal escalation fails, Fair Trading or ACCC can help mediate your case.
- NSW Fair Trading: Lodge a complaint via NSW Fair Trading or call 13 32 20.
- ACCC Complaint Submission: Report deceptive practices to ACCC.
- AFCA (Financial Complaints): If your dispute involves the Refundable Ticket insurance, escalate to AFCA.
- Bank Chargeback: If Ticketek fails to refund for a cancelled event, request a chargeback through your credit card provider.
- Ticketek Help Centre – Submit complaints and support requests.
- Ticketek Terms & Conditions – Understand Ticketek’s refund and cancellation policies.
- NSW Fair Trading Complaint Form – Lodge an official dispute if Ticketek is unresponsive.
- ACCC Event Ticketing Consumer Guide – Know your rights under Australian Consumer Law.
- Ticketek Social Media:
- Twitter: @Ticketek_AU
- Facebook: Ticketek Australia
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