Had an issue with Ticketek? Get a real response.
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.
Complaints submitted through Ajust
Paid $115 each for tickets that Ticketek is now selling for $50. When I asked for a refund for the price difference, they said prices are set by the promoter and refused to help. This feels unfair and has left me frustrated with their lack of resolution. - James
Ticketek claims they refunded my tickets for The Weeknd to my old credit card, which is now closed. I’ve chased them six times with no response, and I’m still waiting for my money. The lack of communication is beyond frustrating. - Paul
My Ticketek account was hacked, and I lost multiple tickets including Coldplay and State of Origin. The hacker sold my SZA tickets, and despite providing proof, Ticketek hasn’t helped or even replied. I just want my tickets back in my account. - Jacob
I paid nearly $800 for three A Reserve tickets to SZA but Ticketek moved me to seats at the back after purchase. I’ve sent multiple requests with no response. I just want the seats I paid for or a fair refund. - Mackenzee
How other consumers 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
What’s the fastest way to lodge a complaint with Ticketek?
The quickest way is to submit an online support request through the Ticketek Help Centre. This avoids phone queues and ensures your complaint enters their case system immediately. Include your order number, event details, and a clear description to help prioritise your case. Many consumers see faster responses when they provide all relevant information upfront.
How long does Ticketek take to respond to a complaint?
Ticketek usually replies within a few business days, but urgent event-related issues are prioritised. Some cases may take longer depending on complexity. If your event is soon, mention the date clearly to improve your case priority. You can escalate to a supervisor if timelines stretch without progress.
What are the most common complaints against Ticketek?
Refund delays, poor customer service access, high booking fees, technical issues on sale days, and non-delivery of tickets are common complaints. Many customers also face challenges with third-party refund insurance claims. Understanding these patterns can help you prepare your complaint with stronger detail and supporting evidence.
How can I escalate a Ticketek complaint if I’m not satisfied?
First, reply to Ticketek’s email requesting supervisor review. If unresolved, contact their Sydney head office, involve the event promoter, or post on social media for visibility. As a last step, lodge complaints with NSW Fair Trading or the ACCC, or request a bank chargeback if applicable. Escalation works best when you document every step.
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.