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The Australian customer support overview
The Australian is News Corp Australia's national broadsheet, with subscriber support delivered through a centralised team that also handles the Herald Sun, Daily Telegraph and other News Corp mastheads. If you're a print or digital subscriber in Australia, the australian customer service is reached primarily by phone — most account, billing and cancellation issues cannot be self-served online.
Key support channels at a glance:
- Subscriber Services phone: 1300 696 397 (Mon–Fri 7:00am–6:00pm; Sat–Sun 7:00am–11:30am AEST) — the main the australian newspaper contact number for billing, digital access and cancellations
- Print delivery hotline: 13 66 66 for missed, late or damaged paper deliveries
- Email: business@theaustralian.com.au for activation, account, cancellation and delivery queries
- Online: The Australian help centre and the My Account portal for invoices, payment updates and pause requests
- Social: @australian on X/Twitter and the Facebook page for quick public-facing queries
Reputation is split. Editorially, The Australian is well-regarded by its readership. On service, reviews on ProductReview and Trustpilot for News Corp mastheads skew mixed-to-negative, with consistent friction around cancellations and auto-renewals.
Common The Australian customer issues and complaints
The most frequently reported pain points across News Corp's ProductReview listing, Trustpilot and Reddit:
Cancellation friction
- Subscribers can't cancel via the website or app — calls to 1300 696 397 are the only path
- Reviewers report repeating "I want to cancel" multiple times before retention staff process the request
- This pattern is documented in detail by the Australian Newsagency Blog
Auto-renewal at higher rates
- Introductory offers (commonly $1/week) auto-roll into full-price subscriptions of $8+/week
- Customers report no prominent reminder before the price step-up
- Disputes around the australian auto-renewal are a recurring theme in the australian newspaper complaints
Refund disputes on direct-debit subscriptions
- Customers are told subscriptions are non-refundable and access continues until the period ends
- Refund expectations under Australian Consumer Law are often not flagged by frontline staff
- Disputes commonly centre on the australian subscription refund requests after auto-renewal
Phone wait times and unanswered calls
- Several reviewers say cancellation calls go unanswered, ring out, or sit on hold
- Compounds frustration when phone is the only way to cancel
Print delivery problems
- Late, missed or wet papers
- Drivers leaving the paper on the road or footpath instead of the driveway
- Resolution often requires repeated calls and contractor reassignment
Digital access faults
- Login loops, app crashes and paywall errors after successful payment
- Trouble linking print and digital bundle entitlements
- Auto-playing video ads on article load are a frequent UX complaint
Editorial complaints
- Concerns about reporting accuracy or bias are escalated to the Australian Press Council, which historically upholds a notable share against News Corp publications
How to contact The Australian customer support
Phone — Subscriber Services
- 1300 696 397 — Mon–Fri 7:00am–6:00pm; Sat–Sun 7:00am–11:30am AEST
- Have your subscriber number (on your invoice) and account email ready before calling
- Use this line for billing, cancellations, the australian digital subscription cancel requests and digital access issues
Phone — Print delivery hotline
- 13 66 66 — Mon–Fri 7:30am–5:30pm; weekends 7:30am–10:30am AEST
- Use this the australian newspaper phone number for missed, late, damaged or misplaced paper deliveries
- Request a credit on each occurrence and ask for the case to be logged in writing
- business@theaustralian.com.au for activation, account, cancellation and delivery queries
- Include full name, subscriber/account number, billing email and a clear description of the issue
- Email creates a paper trail — useful if you need to escalate later
Online self-service
- My Account: update payment, pause delivery, view invoices, download tax receipts
- Help centre: FAQs and self-service options — known as the australian help centre
Social media
- DM @australian on X/Twitter or message the Facebook page
- Best for simple, public-facing queries where a quick response matters
Postal / corporate
- News Corp Australia HQ: 2 Holt Street, Surry Hills NSW 2010 (postal: GPO Box 4245, Sydney NSW 2001)
- Use for formal written complaints or legal correspondence
Escalation
- If unresolved, write to the Subscriber Complaints team and reference your rights under Australian Consumer Law
- Editorial complaints go to the Australian Press Council within 30 days of publication
- For unresolved billing or service disputes you can lodge a formal complaint using our complaint pathway guide
The Australian key customer policies: refunds, returns, cancellations and more
Cancellations
- Subscriptions auto-renew at the end of each billing period
- Cancellation must be made before renewal to avoid the next charge
- Online/app cancellation is generally not available — phone Subscriber Services on 1300 696 397
- Cancellation takes effect at the end of the current paid period; full subscription terms are at theaustralian.com.au/subscriptionterms
Refunds
- Direct-debit subscriptions are described as non-refundable in the terms
- Access continues until the end of the paid period
- Refunds may still apply where required by Australian Consumer Law (service not delivered, billing error, hardship)
- For the full process see The Australian's refund pathway
Pause / hold delivery
- Print subscribers can pause home delivery via My Account or by calling 13 66 66
- Use this for holidays — digital access continues unaffected
Price match / introductory pricing
- Promotional rates (e.g. $1/week for 8 weeks) auto-revert to standard pricing
- There is no formal price-match policy
- Renewal date and offer screenshots are worth keeping if you want to dispute the step-up
Privacy and terms
- Privacy policy (News Corp Australia)
- Terms of use
Editorial complaints
- Routed via the editor's office and ultimately the Australian Press Council
- Complaints page: presscouncil.org.au/complaints
The Australian complaints submitted through Ajust
Recent experiences with The Australian customer service
The drawn-out cancellation
A subscriber tried to cancel online, was redirected to the phone line, and held while staff repeatedly pitched retention offers. They reported saying "I want to cancel" four separate times before the request was actioned and written confirmation was issued.
Print delivery resolved after persistence
A long-time print subscriber spent several months trying to get a driver to place the paper on the driveway rather than the road. After repeated calls to 13 66 66 and escalation through Subscriber Services, the route was reassigned to a new contractor and the issue was finally resolved.
Auto-renewal billing dispute
A reader on a $1/week introductory offer was billed at the full weekly rate after eight weeks with no clear reminder. After contacting Subscriber Services and citing Australian Consumer Law and the ACCC's subscription-traps guidance, they received a partial refund and the subscription was cancelled.
Official The Australian Customer Service Links & Contact Information
- The Australian — homepage: masthead site, news access and account entry points.
- Manage account: update payment, pause delivery, view invoices.
- Subscriber Services phone: 1300 696 397 — billing, digital access and cancellations.
- Print delivery phone: 13 66 66 — missed, late or damaged paper deliveries.
- Subscriber email: business@theaustralian.com.au — written record for account queries.
- News Corp Australia corporate: parent company contact and corporate structure — News Corp Australia subscriber services operate centrally from here.
- ACCC consumer rights: your rights under Australian Consumer Law for refunds and subscription traps.
The Australian Contact FAQs
What is the fastest way to contact The Australian customer service?
How do I cancel my subscription to The Australian?
Can I get a refund from The Australian after auto-renewal?
What should I do if my Australian newspaper isn't delivered?
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