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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.
Real complaints submitted through Ajust
How other Ticketek complaints got 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
Ticketek Complaints FAQs
You’ve done your part, now it’s time to hold Ticketek accountable.
Take the final step and submit a complaint that gets seen and responded to.