Many complaints are dealt with by state and territory offices of Fair Trading and Consumer Affairs, small claims courts, tribunals
When you can't get your service provider to address your complaint, Complaintline helps with how to complain and get results
Consumer Affairs / Fair Trading / Consumer Protection
These state-based offices take complaints from private consumers about goods or services that have been purchased, or are to be purchased in that state or territory. They can negotiate on your behalf and maybe arrange mediation, but they don't have the power to force the person or business you're complaining about to fix the problem. They may take a complaint from a trader, under certain circumstances. The web sites of these agencies contain very useful consumer information.
Complaints handled vary a bit from from office to office, but generally you can get help with complaints about:
- property and tenancy matters
- second-hand dealers
- false advertising
- a small business
- product safety - dangerous products
- home building, renovation, repairs
- fundraising groups
- product packaging and labelling
- refunds and laybys
- door-to-door selling
- credit matters
- motor vehicle traders and salespersons
- trade measurement
- solar panel installation companies
If the agency cannot sort it out, or if you are not satisfied with the outcome, you can take your complaint to the appropriate Tribunal or Court in your state or territory. The Tribunal/Court has the power to, for example, make a trader (or you) pay money or return goods, repair faulty goods or rectify services, deliver goods or excuse you from having to pay the full amount.
You may also have rights under the Australian Consumer Law introduced in January 2011. This is a single, uniform consumer law for fair trading and consumer protection. The Australian Consumer Law replaced provisions in 20 national, state and territory consumer laws.
It applies to all businesses and includes:
- a national unfair contract terms law covering standard form contracts
- a national law guaranteeing consumer rights when buying goods and services, which replaces
- existing laws on conditions and warranties
- a national product safety law and enforcement system
- a national law for unsolicited consumer agreements, which replaces existing State and Territory laws on door-to-door sales and other direct marketing
- simple national rules for lay-by agreements
- penalties, enforcement powers and consumer redress.
ACT
For complaints about businesses operating in the ACT
Useful information:
ACT Civil & Administrative Tribunal (ACAT)
Can deal with neighbour disagreements; finance agreement disputes; property damage; landlord, tenant & strata management disputes; contractual disputes; issues with utility services
Other useful information:
NSW
Can assist with complaints about businesses operating in NSW
Phone: within Australia: call 13 32 20 (8.30am to 5pm, Mon - Fri)
Other useful information:
NSW Civil and Administrative Tribunal (NCAT)
Consists of many specialist tribunal services
NT
Can assist with complaints about businesses operating in the Northern Territory
Phone: (08) 8999 1999 or 1800 019 319
Other useful information:
Northern Territory Civil and Administrative Tribunal (NTCAT)
NTCAT provides a forum for reviewing a wide range of administrative decisions and for resolving certain civil disputes (such as residential tenancy matters and small claims up to an amount of $25,000).
QLD
Office of Fair Trading (OFT)
Can assist with complaints about businesses operating in Queensland
Phone: 137468 and ask for Fair Trading - Consumer Division
Other useful information:
- Consumer information
- Complaints about a business
- Complaints related to property agents/managers
- Legislation
Queensland Civil and Administrative Tribunal (QCAT)
Incorporates the former Small Claims Tribunal
QCAT can deal with a range of matters.
SA
Consumer and Business Services (CBS)
Can assist with complaints about businesses operating in South Australia
Phone 13882 within Australia
Other useful information:
Magistrates Court - Small Claims
TAS
Consumer, Building and Occupational Services (CBOS)
Can assist with complaints about businesses operating in Tasmania
Phone 1300 65 44 99 (in Tasmania) or (03) 6165 3400 (from interstate)
Other useful information:
- Consumer rights - refunds, returns, charge-backs
- Legislation
VIC
Consumer Affairs Victoria (CAV)
Can assist with complaints about businesses operating in Victoria
Phone 1300 558181 (9am to 5pm Mon to Fri)
Other useful information:
Victorian Civil and Administrative Tribunal (VCAT)
WA
Consumer Protection (Department of Mines, Industry Regulation and Safety)
Can assist with complaints about businesses operating in Western Australia
Phone 1300 304054 (within WA)
Other contact options
Magistrates Court (incorporating the previous Small Claims Tribunal)
Civil matters involving claims for debt or damages, consumer/trader claims (over the sale, supply or hire of goods or services) and residential tenancy matters
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