Had an issue with

Toll

? Get a real response.

Toll Group provides several official ways to lodge a complaint, depending on the type of service involved.

You can submit a complaint with Toll by:

• Using the Toll online feedback or complaint form
  Toll’s official feedback form allows you to select Complaint as the feedback type and submit details such as your contact information, consignment number, and a description of the issue. This is one of the most reliable ways to ensure your complaint is logged correctly.
• Calling Toll Customer Service
  You can lodge a complaint by phone on 1300 865 528 (Monday to Friday, business hours). Have your consignment or tracking number ready and ask the representative to log a formal complaint and provide a reference number.
• Emailing Toll Customer Support
  Written complaints can be sent to contactus@tollgroup.com. Include your name, contact details, consignment number, and any supporting documents such as photos or screenshots.
• Raising an enquiry via Toll tracking or account portals
  If you are a business customer or have access to a Toll account portal, you may be able to raise a delivery enquiry through the system, which can initiate the complaint process.

Important note: Many parcel and courier deliveries previously handled by Toll Global Express are now managed by Team Global Express. If your shipment references Toll Global Express, submitting your complaint directly through Team Global Express channels may result in faster resolution.

Once your complaint is lodged, Toll follows a structured internal process.

What typically happens next:

• Your complaint is acknowledged, usually by email or during the phone call, and logged with a reference number.
• The case is assigned to the relevant Toll business unit or service team.
• A case manager or customer service representative reviews tracking data, depot records, and driver or handling information.
• You may be contacted for additional information or documentation.
• More complex cases may be escalated to a specialist resolutions or claims team.

Simple delivery issues may be resolved within a few days, while investigations involving lost freight, damage, or compensation may take longer. Toll aims to provide updates and communicate the outcome once a resolution is determined.

Toll customers most commonly report complaints involving:

• Lost or missing parcels.
• Deliveries significantly delayed beyond expected timeframes.
• False “attempted delivery” notifications.
• Parcels delivered to the wrong address.
• Damaged freight or goods.
• Poor communication or difficulty reaching customer support.
• Confusion caused by the transition from Toll Global Express to Team Global Express.