Need to contact

Shell

and make sure they reply?

In Australia, Shell-branded service stations are operated by Viva Energy under licence. That means most day-to-day customer support for Shell fuel stations (fuel, payments, in-store issues, and general station feedback) is handled through Viva Energy’s customer care team.

For motorists, the main support option is phone support, backed by email and online enquiry forms, plus in-station help for simple issues. If your problem is urgent (like a payment error, equipment malfunction, or serious service issue), calling is usually the fastest way to get it logged and escalated.

It’s also worth knowing there are separate support teams for Shell’s other services (like Shell Energy for electricity/gas). If you contact the wrong channel, you can lose time, so using the right contact method upfront matters.

Customers most often report issues in these areas:

• High fuel and convenience store prices
  A common frustration is Shell-branded sites being priced higher than nearby competitors, especially for premium fuels and convenience items.
  ‍
• Rude or unhelpful staff at some locations
  Service quality can vary by site. Some customers report dismissive interactions or staff not knowing how to handle promotions or newer payment methods.
  ‍
• Overcharging, duplicate charges, and payment glitches
  Examples include being charged twice, pre-authorisations that don’t release quickly, or payment systems that fail - sometimes requiring follow-up for refunds.
  ‍
• Gift card and loyalty confusion
  Customers sometimes report digital gift cards not scanning, promotions not applying, or uncertainty around discounts (especially during brand transitions).
  ‍
• Fuel quality concerns (less common, but serious)
  Suspected contaminated fuel or vehicle issues after refuelling are rare but high-impact, and usually require a formal claim process with documentation.
  ‍
• Equipment issues (car wash, air/water, coffee machines)
  Customers may pay for a service that doesn’t work or doesn’t deliver as expected, then need help getting a refund or replacement code.

1) Call the Shell service station support line (Viva Energy)

For Shell service station issues (fuel, payments, staff, store experience, equipment problems): 13 16 18 (Monday–Friday, 8:00am–8:00pm AEST)

Have ready:

• station suburb/location
• date and time of visit
• receipt/transaction details (or bank pending charge screenshot)
• pump number (if relevant)
• what outcome you want (refund, correction, follow-up, claim)

2) Email support (best for written details and attachments)

If you prefer writing it out or need to attach documents (receipts, mechanic report, photos), email the Viva Energy customer relations team. Include a clear subject line and all relevant details.

3) Use the online contact form (good for non-urgent complaints)

Shell Australia’s website includes a service station enquiry form that routes enquiries to Viva Energy. This is useful if you want a written record and a reference trail.

4) In-station help (good for quick fixes)

If you notice the problem while you’re still there (wrong charge shown on the screen, car wash not working, discount not applied), speak to the site manager. Some issues can be fixed immediately, but for card refunds, fuel quality concerns, and more complex disputes, you’ll usually need to contact the central support line.

5) Shell Energy customers (electricity/gas)

If your issue is about Shell Energy (utilities), use Shell Energy’s dedicated customer support channels (separate from service stations).

Tip: If money is involved (double charge, refund delays), calling and getting a reference noted early generally leads to faster resolution.

Refunds (payments, overcharging, missing items)

If you were charged incorrectly (including duplicate charges), you’re entitled to a correction/refund. In many cases, refunds are processed back to the original payment method and timeframes depend on your bank.

For in-store issues like a machine taking payment without delivering the service (e.g., car wash or coffee), stations often provide a replacement code or refund - especially if you report it immediately.

Returns and exchanges (store products)

Store purchases follow standard consumer guarantees. Faulty products should be replaced or refunded. Change-of-mind returns aren’t usually guaranteed and may depend on the individual site’s approach.

Cancellations (fuel cards and services)

• Shell fuel cards (fleet/business): cancellations are generally handled through Viva Energy’s Shell Card support processes, usually requiring the account holder to request closure and settle any outstanding amounts.
• Shell Energy (utilities): cancellations are managed under energy retail rules and happen through Shell Energy’s own channels (separate to service stations).

Fuel quality claims

If you believe fuel caused vehicle damage, Shell/Viva has a formal Fuel Quality Claims Process. These claims typically require:

• proof of purchase (receipt)
• location/date/time and fuel type
• mechanic assessment and repair invoice
• other evidence requested during investigation

If the claim is upheld, reimbursement may include reasonable repair costs, direct claim-related expenses, and the cost of the fuel.

Price match

Shell service stations generally do not price match competitor fuel pricing. Discounts and value tend to come through official offers rather than on-the-spot matching.