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Edited by:
Ajust Content Team
Last updated:
October 27, 2025
AI-sourced. Human-edited. Made clear for you.

Table of Contents

DHL
customer support overview

DHL is a global logistics leader with strong Australian coverage and multi-channel support for tracking, pickups, and problem resolution. In Australia, the primary hotline is 13 14 06 (DHL Express Customer Service), backed by web live chat/virtual assistant, email routes for specific teams, and responsive social messaging. Support hours are long on weekdays and available on weekends for Express, and tracking help is accessible 24/7.

DHL is known for fast international delivery and a massive network. Satisfaction can vary based on the case and rep. Escalation paths exist (supervisors, billing, technical support), and DHL continues investing in proactive notifications and clearer delivery processes so you stay informed end-to-end.

Common
DHL
 customer issues and complaints

  • “Attempted delivery” with no knock/card: Customers report “nobody home” scans despite being home, forcing re-delivery or depot pickup.

  • Lost/missing parcels or misdelivery: Parcels marked delivered but not found, or told to contact the sender for claims. This can be frustrating without clear guidance.

  • Delays & vague tracking: Shipments stuck in depots or customs with limited status detail; missed ETAs without updates increase anxiety.

  • Unexpected fees: Duties/GST & admin/brokerage charges surprise recipients who weren’t warned by the sender.

  • Support experience variance: At times long holds, scripted responses, or confusing chatbot loops. Quality depends on channel/rep.

  • Damage in transit: Less common, but crushed/broken items spark claims friction (proof of packing, timelines).

Monitor tracking closely, keep the waybill number handy, ask senders to flag duties in advance, and persist or escalate if first-line support stalls.

How to contact
DHL
customer support

Call DHL Express (fastest for most issues)

  • 13 14 06 (AU) — Mon–Fri 7:00am–8:00pm AEST, weekends/public holidays 8:00am–4:00pm AEST.

  • From overseas/if 13-numbers don’t work: +61 7 3724 5700.
    Have your tracking/waybill, sender/recipient details, and a clear summary (e.g., “no movement in 5 days”). Ask for a case reference.

Live Chat / Digital Assistant

  • On the DHL Australia Contact Us page, choose Chat with us. You’ll start with the virtual assistant. Type “agent” to reach a human during business hours.

  • WhatsApp: message +61 419 558 256 for quick tracking and simple requests.

Billing support

  • 1300 301 307 (weekdays 9:00am–5:00pm AEST) or email auaccounts.query@dhl.com for invoices, duty/fee queries, and payment issues.

Online forms / Email

  • Use the Contact DHL Express web form to lodge written inquiries (auto-routed). For claims, support will provide the correct email (e.g., auclaims@dhl.com) after logging your case.

Social messaging

  • DM the official DHL Express accounts (Twitter/X or Facebook). Provide your waybill via private message; the team can escalate internally.

Pro tips

  • Check tracking first: if status shows Exception/On Hold, call or chat immediately.

  • Keep notes: date/time, agent name, and case ID for follow-ups.

  • If stuck, politely escalate to a supervisor or try another channel.

DHL
key customer policies: refunds, returns, cancellations and more

On-time delivery (Money-Back Guarantee)

  • Selected time-definite services include a money-back guarantee if DHL misses the commitment (exclusions apply: customs, force majeure). Refunds are on request within the stated window.

Loss & damage liability

  • Without Shipment Value Protection (insurance), compensation is limited by weight/convention. For valuable goods, add SVP to cover full value. Claims require prompt filing and documentation (invoice, photos, packing proof).

Claims & complaints

  • File loss/damage claims quickly (within policy time limits). Service complaints can be escalated via the “Contact DHL Management” form; goodwill gestures may apply case-by-case.

Cancel/refund a label

  • If a paid label/pickup was created but not used, contact support to void and refund. Once in transit, standard refunds don’t apply (aside from eligible guarantees).

Duties, taxes & admin fees

  • Unless billed to the sender, receiver pays import GST/duties. DHL advances payment to customs, then invoices you with a disbursement/admin fee. Dispute incorrect assessments with evidence.

Restrictions & surcharges

  • Prohibited/restricted items (hazmat, some batteries, etc.) and remote area surcharges apply per the Service & Rate Guide. Oversize/heavy pieces may attract special handling fees.
Table of Contents

DHL
 complaints submitted through Ajust

I contacted DHL after my package was delayed past the promised delivery date, but getting updates was harder than expected. I kept checking for any sign of movement or a new ETA, but there was just silence. I had to chase answers for something that should’ve been straightforward. - Wayne

I emailed DHL multiple times about my missing parcel and only got a response after I called. They sent a photo of the parcel inside my car — something I never authorised. It’s been weeks of waiting for updates with little accountability from support. - Yasamin

I reached out to DHL after finding my passport dumped outside in the rain. For something that important, I expected a prompt and serious response. Instead, I had to keep following up just to understand how this could happen. - Peter

I’ve sent countless emails to DHL about my damaged order, but without my follow-ups nothing moved forward. It shouldn’t take this much effort to get a response or resolution from their team. - Jason

Recent experiences with
DHL
customer service

Agent championed a delayed parcel: A rep coordinated with a local depot to locate a 7-week overdue shipment and pushed it to delivery.

Persistence turned delivery around: After a false “attempted delivery,” repeated calls led to successful re-delivery (box a bit squished, but item intact).

Near return-to-sender averted: A parcel flagged to RTS was intercepted and delivered after the recipient escalated quickly.

Official
DHL
Customer Service Links & Contact Information

DHL
Contact FAQs

What’s the fastest way to reach DHL customer support in Australia?

The quickest option is to call DHL Express on 13 14 06 for most delivery or tracking issues. Lines are open weekdays 7am–8pm and weekends 8am–4pm AEST. Have your tracking or waybill number ready to get help faster. If calling from overseas, use +61 7 3724 5700 or chat via WhatsApp at +61 419 558 256 for quick responses.

Why does my DHL tracking say “attempted delivery” when I was home?

This usually means the driver couldn’t complete the delivery, even if no knock or card was left. It can result from access issues or scanning errors. Call DHL Express with your tracking number and ask for re-delivery or depot pickup. Escalate politely if the issue repeats—documenting dates and times strengthens your case.

How can I get a refund or compensation from DHL for a delay or loss?

DHL offers a Money-Back Guarantee for some time-definite services and limited compensation for loss or damage. Claims must be filed quickly with proof such as invoices and photos. If your parcel qualifies, support can confirm refund eligibility or guide you to auclaims@dhl.com

What should I do if DHL charges unexpected import duties or fees?

Unless the sender covers import costs, DHL bills the receiver for duties, GST, and admin fees. These are customs-linked, not random charges. Check the invoice details—if incorrect, dispute it with DHL’s billing team at 1300 301 307 or auaccounts.query@dhl.com with evidence of the item’s true value and shipping terms.

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