- The first step is to ask the business itself to resolve the issue.
- If the business doesn’t fix your problem, there are other agencies that can help.
What the ACCC does
- We provide information about consumer rights, to help consumers and businesses deal with complaints.
- We gather data about consumer problems and investigate issues that result in widespread harm, in our priority areas.
What the ACCC can't do
- We don’t resolve individual complaints.
If there is a problem with a product or service, the first step is to contact the business itself.
If the problem isn’t fixed there are other steps you can take. This includes contacting agencies and services that provide consumer advice, dispute resolution, and small claims legal advice and support.
You can also report the issue to the ACCC. We accept reports where people consider a business is doing something they shouldn’t do. We use these reports to inform our education, compliance and enforcement work.
State and territory consumer protection agencies
If your issue is not resolved by a business and you have written a complaint letter, contact your local state and territory consumer protection agency. They are sometimes called 'consumer affairs' or 'fair trading' and can provide you with information about your rights and options. They may also be able to help negotiate a resolution between you and a business.
Australian Capital Territory
New South Wales
Northern Territory
Queensland
Office of Fair Trading Queensland
South Australia
SA Office of Consumer and Business Services (CBS)
Tasmania
Tasmania Consumer, Building and Occupational Services (CBOS)
Victoria
Consumer Affairs Victoria (CAV)
Western Australia
WA Consumer Protection - Department Of Mines, Industry Regulation and Safety
International consumer protection
The International Consumer Protection and Enforcement Network (ICPEN) is an organisation composed of consumer protection authorities from over 60 countries. ICPEN's website provides useful information on how you can resolve cross-border disputes.
ICPEN also maintains the eConsumer.gov website where you can report international scams and other consumer complaints.
The US Federal Trade Commission maintains a list of consumer protection and competition authorities worldwide.
Industry ombudsmen and dispute resolution
Some industries have a national ombudsman, such as the Telecommunications Industry Ombudsman and the Financial Industry Ombudsman. Other industries, such as energy, have industry ombudsmen and dispute resolution offices in each state and territory.
Aged care
Aged Care Complaints Commissioner
Banking and insurance
Australian Financial Complaints Authority
Building
Australian Building and Construction Commission
Queensland Building and Construction Commission
Disability
Australian Capital Territory
New South Wales
Northern Territory
Health and Community Services Complaints Commission
South Australia
Health and Community Services Complaints Commissioner
Tasmania
Health Complaints Commissioner Tasmania
Victoria
Disability Services Commissioner
Western Australia
Health and Disability Services Complaints Office
Energy and water
State and territory energy ombudsmen
Franchising
Australian Small Business and Family Enterprise Ombudsman
Horticulture
Australian Small Business and Family Enterprise Ombudsman
Small business - national
Australian Small Business and Family Enterprise Ombudsman
Small business – state and territory
New South Wales
Office of the NSW Small Business Commissioner
South Australia
Office of the South Australian Small Business Commissioner
Victoria
Victorian Small Business Commission
Western Australia
Western Australian Small Business Commissioner
Privacy
Office of the Australian Information Commissioner
Telecommunications
State and territory small claims tribunals
Each state has a small claims court or tribunal that hears cases about consumer issues.
You may be entitled to take your complaint to your local state and territory small claims tribunal. Your local tribunal can advise you on their dispute resolution processes and how to lodge a claim.
As a guide, the fee for taking an issue to a small claims tribunal usually ranges from $50 to $100, depending on your state or territory and the case being heard.
Australian Capital Territory
ACT Civil and Administrative Tribunal
New South Wales
New South Wales Civil and Administrative Tribunal
Northern Territory
Northern Territory Civil and Administrative Tribunal
Queensland
Queensland Civil and Administrative Tribunal
South Australia
South Australia Magistrates Court
Tasmania
Victoria
Victorian Civil and Administrative Tribunal
Western Australia
Magistrates Court of Western Australia
Seek legal advice
You can get independent legal advice in your state or territory about what options are available.
| State/territory | Services that provide legal advice | Services that provide consumer law advice |
|---|---|---|
| ACT | Legal Aid ACT | Consumer Law Centre ACT |
| New South Wales | Legal Aid NSW | |
| Northern Territory | Community legal services NT | |
| Queensland | Legal Aid QLD | |
| South Australia | Legal Services Commission SA | Legal Services Commission SA |
| Tasmania | Legal Aid Tas | |
| Victoria |
Community Legal Centres Victoria Legal Aid Vic |
Consumer Action Law Centre |
| Western Australia | Legal Aid WA | Consumer Credit Legal Service |
See also
Contacting a business to fix a problem