Had an issue with Ticketek? Get a real response.
Ticketek is an event ticketing company and are notably difficult to get into contact with regarding complaints.
But the best way to ensure that your complaint has been received and resolved, is through the Ticketek Help Centre, where they should respond within a few business days. If you don’t hear anything back from Ticketek, you are also free to send them an email (customer.service@ticketek.com.au), call their customer service team at 1300 665 915 (although this line is normally reserved for accessibility and urgent event related issues), message or post on their social media platforms, or go in person to the box office at the designated event space to speak with them face to face.
While most cases will receive a response in a few business days (sometimes longer), time sensitive complaints are normally prioritised. Once the complaint is submitted, Ticketek will do their best to come to a resolution via their support team, but if the issue is not resolved or you are unsatisfied with the result, you can further escalate this to their supervisor, Ticketek Head Office, directly to the event promotor, or Fair Trading and ACCC.
The most common complaints made by customers regarding Ticketek are due to refund delays, poor customer service, high booking fees, technical issues on sale days, non-delivery of tickets, and refundable ticket insurance denials via third party insurance partners.
How to submit a complaint with Ticketek
There are several ways you can submit a complaint to Ticketek:
- Online Support Request: The fastest way to contact Ticketek is through the Ticketek Help Centre.
- Email: While Ticketek prefers the form, customers have used customer.service@ticketek.com.au for inquiries and complaints.
- Phone Support (Limited): Call 1300 665 915. Although, this line is mainly for accessibility and urgent event related issues.
- Social Media: Send a message to @Ticketek_AU on X (formally known as Twitter) or post on their Facebook page for possible resolutions.
- 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.
- Confirmation: Once you have lodged a complaint, you'll receive an automated email confirmation with a case number.
- Case Queue & Priority: Urgent issues (like events happening sooner) will be prioritised.
- Support Agent Response: Expect a reply via email within a few business days, though some cases may take longer.
- Resolution & Follow Up: If the issue is 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: Complaints about being able to reach Ticketek, including their limited phone support, are often reported.
- 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: Issues with customers not receiving tickets via email or the mobile app.
- Refundable Ticket Insurance Denials: Issues claiming refunds via third party insurance partners.
Ticketek complaints submitted through Ajust
Paid $115 each for tickets that Ticketek that are now selling for $50 each. 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, and after a couple of persistent emails, was able to obtain the refund.
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 gesture of goodwill.
- 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 X (formally known as Twitter) or Facebook can sometimes get the attention of Ticketek 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:
- X: @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 directly lands in their inbox. Include your order number, event details, and a clear description to help prioritise your case. Many consumers see faster responses from Ticketek 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 to ensure your issue is prioritised. You can escalate to a supervisor if the issue becomes time sensitive.
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.
How can I escalate a Ticketek complaint if I’m not satisfied?
You can reply to Ticketek’s email requesting a supervisor review. If unresolved, you can contact their Sydney head office, involve the event promoter, or post on social media for visibility. As a final resort, you can 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.