How to make a complaint against a supermarket

Last updated on June 18th, 2025

Have you bought grocery items that have gone off well before the expiry date? Been charged more at the checkout for an item marked much cheaper on the shelves? Or had your online supermarket order cancelled without explanation? These are all good reasons to know how to make a complaint against a supermarket.

Shoppers are also increasingly upset about pricing discrepancies or price changes that they believe are deceptive, such as specials that aren’t really specials.

Christine contacted Handle My Complaint after she noticed that Whiskas cat food she had previously paid $2.10 per can was on special at four cans for $8.40. She looked under the “special” tag to find the individual price had gone up to $2.70 a can to create this so-called deal.

Then there are the many instances where you’re paying more and getting even less than under the old price, often called “shrinkflation”. Rosemary contacted us after noticing that a box of 20 Nurofen liquid capsules that previously cost $7.20 were now priced at $8 for only 16 capsules.

 

 

Why making a complaint matters

In many cases, we are not talking about a lot of money, so it may not seem worth the effort to make a complaint against a supermarket. But with everything costing so much more, these little amounts soon add up.

You should know your rights as a shopper and what your entitlements are when supermarkets do the wrong thing.

Given the size of the major supermarket chains, you may feel like David taking on Goliath, but it’s only by raising our voices that we can bring about change.

Complaints from consumers and suppliers prompted the Australian Competition and Consumer Commission (ACCC) to conduct its first supermarket inquiry in 16 years. The consumer watchdog has recommended a raft of policy and legislative changes, including increasing price transparency for shoppers.

The more we speak up collectively, the more pressure is put on legislators and politicians, and the more likely supermarkets are to pay attention.

   

Making a complaint with the supermarket

It is always best to try to get a supermarket issue sorted at the source, as it will save you time and money.

 

 

Whether you are having ongoing delivery issues with online supermarket orders, have been overcharged in-store or online, want to draw attention to price discrepancies, or have bought produce that isn’t up to the mark, try to resolve it with the supermarket first. You can either go in to discuss in person, send an email or call them. Whichever method you choose, make sure you:

• • Have documentation relating to the complaint – If it's an online issue, take screenshots of your order, as well as any texts you received about delays or promises of refunds. If it’s a complaint about the quality of produce, photograph the item and the receipt, as that is time stamped as your proof of purchase. (Receipts fade so it’s always a good idea to photograph or scan them in case you have to follow up more than once.)
  • Write down what happened – If you are complaining about customer service or treatment by a staff member, for example, and can’t speak to a manager immediately, go home and jot down some notes while it’s fresh in your mind. Then you can raise it in person later or lodge a formal complaint online.
  • Be calm and outline the issue calmly and concisely. Explain how you would like them to address your complaint.

 

 

Taking the complaint further

If you have no luck with the supermarket manager, you can escalate the issue and complain directly to the supermarket chain's customer service centre, either online or over the phone. See their website for contact details. As with the first steps in the complaints process, it is important that you:

• • Have evidence that supports your complaint, such as receipts, photographs or screenshots
  • Can provide a clear recollection of the incident if the complaint relates to customer service
  • Know what you would like them to do – for example, do you want a refund, an apology, or a credit on your account?

Still not feeling heard? Contact your local consumer protection agency or make a complaint with the ACCC. While they do not resolve individual complaints, taking this step helps the consumer watchdog build pictures that can lead to inquiries, class actions and heavy penalties against supermarkets.

It is always worth raising your voice and we are here to help you do so. Make a complaint with us and we will continue to fight for your rights.