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Fitness First customer support overview
Fitness First is one of Australia's largest gym chains, offering Standard, Platinum, and Black Label membership tiers across numerous locations. The company provides Fitness First customer service through phone, email, an online contact form, and in-club assistance — though independent reviews suggest the quality of support varies significantly between locations.
- Phone support: Three dedicated lines covering membership queries, general customer service, and billing through third-party provider Debit Success
- Email: Separate addresses for general enquiries, corporate memberships, and billing issues
- Online: A contact form for written enquiries and complaints
- In-club: Reception staff and Club Managers available at each location
- Independent ratings: 1.9 out of 5 on Trustpilot (446 reviews) and 1.4 out of 5 on ProductReview.com.au (537 reviews), with billing disputes, cancellation difficulties, and facility maintenance as the most common complaints
- Regulatory history: The ACCC has previously issued an enforceable undertaking over misleading promotions and a $12,600 penalty for excessive payment surcharges
Common Fitness First customer issues and complaints
Cancellation Difficulties
- Members report aggressive contract enforcement, early termination fees up to $395 for Black Label memberships, and a mandatory 30-day notice period
- Some members have been charged even after submitting cancellation requests, with multiple cancellation attempts refused by management
Billing Disputes and Unauthorised Charges
- Ongoing charges after cancellation and undisclosed fees — such as a $5/week membership freeze fee — are frequently reported
- Fitness First uses a third-party billing company (Debit Success), and staff have acknowledged Fitness First billing issues with this system
- Members report being charged for longer periods than originally agreed
Facility Maintenance and Cleanliness
- Reports include broken lockers left unfixed for over a year, removed cardio equipment not replaced for weeks, and non-functional air conditioning
- Some locations have experienced mould, water leaks, and general cleanliness problems despite premium membership pricing
Poor Complaint Handling and Hidden Terms
- Members describe management responses as transactional and scripted, focused on enforcing fees rather than resolving concerns
- Verbal promises made during sign-up sometimes differ from the written contract, leading to costly disputes down the track
How to contact Fitness First customer support
Phone Support
- Membership queries and cancellations: 1300 55 77 99
- General customer service hotline: 1800 383 368
- Support office: (02) 8117 2200
- Billing and overdue accounts (Debit Success): 1800 681 827 — contact this number directly if you're experiencing billing issues after cancellation
- General enquiries: info@fitnessfirst.com.au
- Corporate memberships: corpsales@fitnessfirst.com.au
- Billing enquiries (Debit Success): customerservice@debitsuccess.com
Online Contact Form
- Submit your query through the Fitness First contact page
- Useful for written complaints where you want a documented record
In-Club Support
- Visit your local Fitness First club via the club locator and speak with reception or the Club Manager
- In-person visits can be effective for resolving issues that phone or email support hasn't addressed
- Postal address: PO Box 715, Bondi Junction NSW 1355
- Corporate office: Level 3/55 Grafton Street, Bondi Junction NSW 2022
Escalation Pathway
1. Speak with club staff or the Club Manager at your local gym
2. If unresolved, submit a written complaint via the online contact form or email — keep copies of all correspondence
3. Write to the corporate office at the postal address above
4. For further escalation, lodge a complaint with NSW Fair Trading or the ACCC. You can also lodge a complaint through Ajust to get support with the process
Fitness First key customer policies: refunds, returns, cancellations and more
Cooling-Off Period
- All new Fitness First memberships include a 7 business day Fitness First cooling off period from the date of signing
- Cancel by speaking to reception staff at your home club during this period
- Fees are refunded minus an administration fee, which is waived if access cards and merchandise are returned within 7 days
- Does not apply to membership transfers or renewals
Cancellation Policy
- Call 1300 55 77 99 to initiate Fitness First membership cancel requests
- A 30-day notice period applies (14 days in ACT and South Australia)
- Fitness First early termination fee ranges from $195–$295 for Standard memberships and $295–$395 for Black Label/Diamond memberships
- Fees may be waived for approved reasons such as serious illness, injury, or bankruptcy with supporting evidence
Refund Policy
- For upfront memberships cancelled for approved reasons, Fitness First refund amounts cover 100% of the unexpired term less any applicable cancellation fees
- Refunds are processed within 7 days of termination where legally required
- For full details, see Fitness First's refund policy
Membership Freeze
- Members can freeze for up to 4 weeks per calendar year at $5 per week
- Managed through the Fitness First app
Fitness First complaints submitted through Ajust
Recent experiences with Fitness First customer service
Billing Charges Continued Despite Refund Promises
A member at the Park Street location reported ongoing card charges after being promised a Fitness First refund. When confronting staff, they were told the gym was "having a lot of issues with that billing company." The member was left waiting for resolution while unauthorised charges continued.
Equipment Removed Without Replacement at Platinum Club
A Platinum Balgowlah member reported all elliptical machines and key cardio equipment removed for over three weeks with no replacements. Despite paying premium membership fees, four cancellation attempts were refused by management.
Friendly and Professional Staff at Select Locations
A member praised the Highbury branch as "absolutely fantastic from start to finish," highlighting staff professionalism, cleanliness, and fair pricing. Other reviewers singled out individual staff members for being helpful, friendly, and supportive — showing that Fitness First Australia support quality varies significantly by location.
Official Fitness First Customer Service Links & Contact Information
- Fitness First Contact Page — Submit enquiries or complaints online
- FAQ — Answers to common membership and billing questions
- Terms and Conditions — Full Fitness First cancellation policy and contract terms
- Find a Club — Locate your nearest Fitness First gym in Australia
- NSW Fair Trading — Fitness — Escalate unresolved Fitness First complaints
- ACCC — Report an Issue — Lodge a complaint about misleading conduct or consumer rights breaches
Fitness First Contact FAQs
How do I stop Fitness First from charging me after I've cancelled my membership?
Fitness First uses a third-party billing provider called Debit Success, so charges can continue even after you cancel at club level. Call Debit Success directly on 1800 681 827 to confirm your payments have been stopped. Keep written proof of your cancellation request and any confirmation emails, as this evidence strengthens your position if you need to dispute ongoing charges through your bank or a consumer body like NSW Fair Trading.
Can I avoid the Fitness First early termination fee when cancelling my membership?
Fitness First may waive early termination fees if you provide evidence of serious illness, injury, or bankruptcy. The fee ranges from $195 to $395 depending on your membership tier, so it is worth checking whether you qualify for an exemption before paying. Ask your Club Manager in writing and keep a copy of your request and any response for your records.
What is the Fitness First cooling-off period and how does it work?
Fitness First gives new members a 7 business day cooling-off period from the date they sign up. Cancel by visiting reception at your home club within that window, and return your access card and any merchandise within 7 days to avoid an administration fee. This cooling-off right does not apply to membership transfers or renewals, only to brand new Fitness First memberships.
Where do I escalate a Fitness First complaint if the gym won't resolve it?
Fitness First complaints that remain unresolved at club level can be escalated to the corporate office at PO Box 715, Bondi Junction NSW 1355. If that does not lead to a fair outcome, you can lodge a formal complaint with NSW Fair Trading or the ACCC, both of which handle fitness industry disputes. Documenting every interaction in writing from the start gives you the strongest foundation for escalation.
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