
		Legal Aid Services	Information About the Law	Legal Resources	Information for Lawyers

Arrow Image to indicate the path to this page

Making a complaint

Complaints

Where to make Complaints in Western Australia

If you are unsure where you to lodge your complaint, you should seek help from Legal Aid's Information line on 1300 650 579.

I have a complaint. What should I do first?

Contact the business or organisation whose services you are dissatisfied with.
Make a note of the date and the name of the person you speak to and what they agree to do.
Contact the organisation by telephone initially. You will usually be asked to put your complaint in writing.
Make sure you keep a copy of any letter you send.
A copy of your letter may be provided to the person you are complaining about - you should think carefully about the wording of your letter or get legal advice.

If you get no satisfaction from this informal approach, you should consider lodging a complaint to the appropriate organisation. We have provided a list of some organisations below.

A comprehensive list is available on the Consumer Handbook Online which allows you to search for the contact details of private, community and government organisations that offer consumer complaint-handling services, including industry associations, businesses, government agencies and independent mediation services.

Advertising

Advertising - Print Media (see Advertising)

Advertising - Television and Radio (see Advertising)

Air, Land and Water Pollution (see Pollution)

Apprenticeships (see Employment)

Banks and Financial Institutions

Builders

Centrelink - Pensions and Benefits

Child Support Agency

Commonwealth Government (see Government Departments)

Credit References

Credit Unions and Building Societies (see Banks and Financial Institutions)

Dentists

Discrimination

Doctors

Dogs and Straying Animals

Electricians (and Gas Fitters)

Employment

Employment Agencies (see Employment)

Finance Brokers (see Banks and Financial Institutions)

Food and Beverages

General Insurance (see Insurance)

Goods and Services - General

Government Departments

Home and Community Care (HACC) Services

Homeswest (Department Of Housing and Works) (see Housing)

Hospitals

Housing

Immigration

Insurance

Landlords (see Housing)

Lawyers

Life Insurance (see Insurance)

Local Government (see Government Departments)

Misleading or Deceptive Advertising (see Advertising)

Motor Vehicles

Motor Vehicle Repair Work (see Motor Vehicles)

Neighbours

Noise Pollution (see Pollution)

Nursing Homes and Hostels

Occupational Health and Safety (see Employment)

Painters

Plumbers

Police

Pollution

Print Media

Private Health Insurance (see Insurance)

Private Rental (see Housing)

Purchase of a Motor Vehicle (see Motor Vehicles)

Quality of Food or Drink (see Food and Beverages)

Railway Police

Real Estate Agents - Sales / Purchases (see Housing)

Retirement Villages

Security Officers and Crowd Controllers

State Government (see Government Departments)

Strata Titles (see Housing)

Television and Radio Broadcasting

Tenants (see Housing and/or Homeswest heading)

Terms and Conditions of Employment (see Employment)

Travel Agents

Unfair Dismissal (see Employment)

Vets

Weight or measure of goods purchased (see Food and Beverages)

Advertising

Advertising television and radio

Complaints about advertisements on commercial television and radio stations should be made directly to the TV or radio station in writing.

If that does not resolve the problem, you can take your complaint to another authority.

If your complaint is about television or digital free to air service captioning, tobacco advertising, political advertising, election material, sponsorship announcements on community radio, advertisement about medicine, captioning, digital free to air services or matters relating to Children's Television Standards you may contact by writing to the Australian Communications and Media Authority.

For more information on the complaint process go to the web site.

Australian Communications and Media Authority does not handle complaints concerning SBS or ABC.

Complaints about discrimination (race, sex, age, sexual preference, religion, disability political belief), sexuality or nudity, violence, language or health and safety should be sent to Advertising Standards Bureau.

Complaints must be in writing and can be faxed, emailed or mailed, include your postal address. More information and an online complaints form is available on the ASB website.

Complaints concerning SBS should be made directly and preferably in writing.

Go to SBS's web site for more information about complaint process.

Complaints about the ABC should be made directly and in writing.

More information about the ABC's complaint process is available on the web site.

If your complaint about SBS or ABC remains unresolved you may contact Commonwealth Ombudsman.

More information is available on the Commonwealth Ombudsman's web site.

Advertising - print media

Complaints about advertisements in newspapers, magazines and on posters, television, radio, billboards and cinema commercials should be referred to the Advertising Standards Board (ASB).

Complaints must be in writing and can be faxed, emailed or mailed. An online complaints form is available on the ASB web site.

Misleading or deceptive advertising

If your complaint is about misleading or deceptive advertising you could refer it to either:

Department of Consumer and Employment Protection

The Department of Consumer and Employment Protection's web site also has a downloadable consumer complaints form.

Australian Competition and Consumer Commission

Infocentre: 1300 302 502

More information about the ACCC's complaint and inquiries process is available on the web site.

Banks and Financial Institutions

You should first try to resolve the problem with the manager of your local bank. If that fails you should contact:

The Banking and Financial Services Ombudsman.

This web site contains a complaint form to assist you with your complaint.

The Banking and Financial Services Ombudsman is able to examine a complaint about a bank if:

it is about a financial service provided by a member bank or an affiliate; and
you are an individual or a small business, and
it does not involve a sum greater than $280,000.00.

There are some types of disputes that the Banking and Financial Services Ombudsman is unable to consider. These are set out in the Terms of Reference (see web site).

The Australian Securities and Investments Commission enforces and regulates company and financial services laws to protect consumers, investors and creditors. ASIC can help with complaints about misconduct or illegal activity concerning

information or advice given to you about investments, superannuation, insurance, deposits,
misleading or deceptive conduct in advertising or selling a financial product or service,
misleading or deceptive conduct to do with borrowing money
financial claims.

For more information call the Infoline on 1300 300 630, or go to the website. An online complaints form is available.

Finance Brokers

The Department of Consumer and Employment Protection will accept complaints regarding finance brokers.

Credit Unions and Building Societies

You should try and resolve the issue with the Manager of the credit union or building society.

The Credit Union Dispute Resolution Centre Pty Ltd (CUDRC) can assist with complaints between participating credit unions and their members, written complaints are preferred.

The Financial Industry Complaints Service offers free advice and assistance to resolve complaints relating to members of the financial services industry.

More information on the complaint process is available on the web site.

Builders

Initially you should try to resolve the problem with the builder.

If this is not possible you can make a complaint to the Builder's Registration Board WA. The Board is responsible for dealing with offences under the Builders Registration Act or Home Building Contracts Act.

Alternatively, you may lodge a complaint with Department of Consumer and Employment Protection.

More details are available about building and home improvement complaints can be found on DOCEP's web site.

The Housing Industry Association (HIA) is a professional association for builders. They are not a government authority and do not deal with breaches of the Builders Registration Act or Home Building Contracts Act.

The HIA has a code of ethics and will accept complaint about a builder breaching the code of ethics. The builder must be a current financial member.

Centrelink - Pensions and Benefits

If you wish to make a complaint about Centrelink, you can make a complaint by filling in a comment card at any Centrelink Customer Service Centre or by phoning the Centrelink Customer Relations Line on 1800 050 004 or TTY 1800 000 567.

Making a complaint about how Centrelink provides a service is not the same as appealing a decision that Centrelink has made about your entitlement or money that you owe them. Click here for more information.

If, after dealing with these Centrelink services, you are still unhappy about the matter, you can take your complaint to the Commonwealth Ombudsman.

More information is available on the Commonwealth Ombudsman's web site.

Child Support Agency

Complaints about the Child Support Agency can be made initially over the telephone to a staff member or their manager on 131 272. If you are not satisfied by their response, you can contact the Child Support Agency's Complaints Service.

Complaints can be made over the phone and do not have to be in writing. If you wish to make a written complaint, you do not have to complete any special forms. For more information about complaints go to the CSA web site.

If, after dealing with the Complaints Service, you are still unhappy about the matter, you can take your complaint to the Commonwealth Ombudsman.

More information is available on the Commonwealth Ombudsman's web site.

Credit References

Every person who has a credit reference file held on them is entitled to obtain a copy of that file. To obtain a copy of your file you should write to either Veda Advantage or Dun and Bradstreet. You need to state clearly in your letter that you are requesting a copy of your Credit File and will have to supply the following information:

your full name
your date of birth
your current address
your previous address if you have moved in the past 5 years
your driver's licence number (and previous drivers licence number if you have moved interstate)
your current employer and previous employer
name of the organization to which you last applied for credit
a daytime phone number
your signature.

Depending on how urgently you need your credit file, each offers two ways of obtaining your credit file:

A free service that takes approximately 10 working days for your application to be processed (from the date your letter is received)
A "fast-trak" service that has a fee applicable (up to $27.00) however your application will be processed within one day.

Veda Advantage

Dun & Bradstreet Australia

If the information on your file is inaccurate you should complain to Veda Advantage or Dun & Bradstreet, depending on which agency you used to obtain your credit file.

If you believe that the Veda Advantage, Dun & Bradstreet Australia or your credit provider (that is the financial institution you are dealing with) have breached the privacy protection laws, you may complain to Office of the Federal Privacy Commissioner.

For more information on the complaint process go the web site.

Dentists

Complaints about dental treatment should firstly be taken up with the individual dentist and then if it is still unresolved you can contact the following organisations:

The Dental Board of WA

Office of Health Review

For more information on the complaint processes at the Office of Health Review go to the web site.

If the complaint involves an allegation of professional negligence, you should seek legal advice first.

Discrimination

Click here for information about discrimination.

Doctors

Complaints about doctors should first be taken up with the individual doctor. If still unresolved you can complain to the Medical Board of WA by completing a complaint form (which can be downloaded from the web site).

Office of Health Review

For more information on the complaint processes at the Office of Health Review go to the web site.

The Medical Board and the Office of Health Review have different roles and approaches to investigating complaints. You may wish to get more information before you decide which one you want to make your complaint to.

The Health Consumers Council WA (Inc) is an independent community based organisation that may be able to assist you with making your complaint. The Council operates:

a health information and referral service and
an advocacy service for people with problems with the health system.

If the complaint involves an allegation of professional negligence you should seek legal advice first.

Dogs and Straying Animals

Your Local Council will have by-laws relating to the keeping of dogs and other domestic pets. It is also responsible for impounding straying animals.

The addresses and telephone numbers of local councils are listed in the White Pages telephone directory under the name of the individual council. Alternatively, click here for a directory of Council web sites.

Click here for more information about keeping and controlling dogs.

Electricians (and Gas Fitters)

You should try and resolve the problem with the electrician or gas fitter.

If you wish to report an unsafe situation you should contact the network operator's emergency centre, as listed in the telephone directory. If the safety concern persists, despite having been reported, it can be brought to the attention of Energy Safety. For very urgent matters (where there is a risk of injury to persons or damage to property) or in the case of an electrical or gas accident, reports can be made on Freecall 1800 678 198.

Other complaints can be referred to the Consumer Protection Division of the Department of Consumer and Employment Protection.

The Energy Ombudsman (EO) receives, investigates and facilitates the resolution of complaints from customers about their electricity/gas company, by providing a free, independent and informal complaint resolution service. Some of the complaints EO can investigate include:

billing disputes
disconnection, restriction and refundable advance complaints
complaints from owners and occupiers of land or other property about the way in which a electricity/gas company has exercised its statutory powers in relation to that land or other property or in relation to neighbouring land or other property
recovery of debts owed or allegedly owed by customers whether by members or their agents
marketing complaints

Employment

Terms and Conditions of Employment

It is suggested that if you have a complaint against your employer with regard to the terms and conditions of your employment you try to resolve the problem directly with your employer.

If that does not work, you should contact Labour Relations - Department of Consumer and Employment Protection.

Wageline offers a telephone information service for employees and employers living in WA about state and federal awards, wage rates and general employment terms and conditions. The statewide phone number is 1300 655 266.

The Fair Employment Advocate can provide you with:

an online and telephone advisory service
access to information about workplace laws
specific advice about fair employment practices
assistance so you can make informed decisions about workplace practices

Freecall: 1300 790 636

The Workplace Infoline may assist with queries about pay and conditions in the federal system. The number is 1300 363 264.

Occupational Health and Safety

If you have a complaint about an occupational health and safety issue, you should first contact the Health and Safety representative within your workplace.

If they are unable to resolve the problem a formal complaint may be made to Worksafe on Freecall 1300 307 877.

Unfair Dismissal

Click here for information about unfair dismissal.

Workers Compensation

Click here for Workers Compensation Information.

Apprenticeships

If you are unable to resolve the problem directly with your employer or if you need some general advice about your apprenticeship you should contact your Apprenticeships and Traineeships Support Network Officer (Department of Education and Training) on Tel: 131 954.

Employment Agencies

If you are unable to resolve the problem directly with the Agency you may wish to refer the matter to the Department of Consumer and Employment Protection. They are responsible for the licensing of employment agents and will be able to consider complaints concerning their conduct.

If the complaint is regarding wages or payment, contact Wageline on 1300 655 266.

Food and Beverages

Quality of Food or Drink

Complaints about the quality of food or drink purchased either from a supermarket or shop or from a café or restaurant can be made to the Health Department of the local council.

Addresses and telephone numbers of local councils are listed in the White Pages telephone directory. You should contact the council which is responsible for the area where the shop/restaurant is located.

The Department of Health has a Consumer Health Services Directory which provides a list of Local Government Health Authorities.

The Council will investigate your complaint and has the power to either issue a warning or to take legal action against the supplier.

Weight or measure of goods purchased

The Trade Standards Branch is responsible for enforcing the use of uniform standards of measurement for goods sold by measure. If you believe that the scales being used in your local store are incorrect or a package is labelled incorrectly with regard to its weight.

Goods and Services - General

First, try to resolve the problem with the trader. If the goods were, or the service was provided for personal and not business requirements you can refer it to Department of Consumer and Employment Protection.

The Magistrates Court may also assist you to resolve a dispute with a trader. The Court has power to hear disputes over goods and services provided the claim is for less than $50,000. Time limits may apply.

For more information, including the cost of lodging a claim contact your nearest Magistrates Court.

You should seek legal advice before making a claim.

Government Departments

Local Government

If you are dissatisfied with a general service or product provided by your local council, contact that council and make your complaint to them.

For more serious issues regarding your local council you may contact the Department of Local Government and Regional Development.

You may contact the Ombudsman WA who has the power to investigate complaints about things that go wrong in the administration of local government (i.e. cities, shires and towns).

State Government

If you are dissatisfied with a service or product provided by a State Government agency, contact that agency and make your complaint to them.

The Western Australian State Government Complaints Information Web Site provides tips on how to make complaints about products or services provided by a State Government agency.

You may contact the Ombudsman WA who has the power to investigate complaints about things that go wrong in the administration of:

State Government departments, statutory authorities and corporations;
the WA Police Service and its members, where the complaint relates to a matter of administration;
local governments (i.e. cities, towns and shires);
public universities (University of Western Australia, Curtin University, Murdoch University and Edith Cowan University); and
many other public sector bodies and office-holders.

Commonwealth Government

The Commonwealth Ombudsman has the power to investigate complaints about most Commonwealth Government services such as:

tax
telephones
Centrelink payments
postal services
Medicare etc
Immigration

It is recommended that you try to solve the problem directly with the department or authority concerned before contacting the Commonwealth Ombudsman.

A complaint may be lodged in writing, by telephone, by using the online complaints form or by personal interview.

Home and Community Care Services

If you have a complaint, you are encouraged to initially contact the HACC (Home and Community Care) agency providing the service. However, if you are unable to approach the agency directly, or you would like assistance to do this, it is recommended you contact Advocare or another advocacy agency of your choice.

Advocare is free, independent and client directed service. It provides advocacy, information and education to people receiving aged residential and community care services.

If your complaint remains unresolved contact HACC.

Hospitals

You should refer your complaint firstly to the Administrator of the hospital in question.

If the complaint cannot be resolved at that level you can complain to the Office of Health Review.

More information on the complaint process is available at the Office of Health Review's web site. They also have an online complaint form.

The Health Consumers Council is an independent community based organisation that may be able to assist you with making your complaint. The Council operates:

a health information and referral service and
an advocacy service for people with problems with the health system.

If the complaint involves an allegation of professional negligence you should seek legal advice first.

Housing

Real Estate Agents - Sales / Purchases

If you are involved with a real estate agent as a vendor or purchaser of real estate and you wish to complain about the real estate agent you should refer your complaint to the Real Estate and Business Agents Supervisory Board.

General Advice Call: 1300 304 064.

If your real estate agent is a member of the Real Estate Institute of WA, which is the main industry body in Western Australia, you may also wish to make a complaint to that body:

Homeswest (Department of Housing and Works)

You should try to resolve the complaint with the regional office you usually deal with. If that does not resolve the matter you should complain to Department of Housing and Works.

More information on the complaint process is available on the Department of Housing and Works web site.

Tenants Advice Service Inc WA (TAS) may be able to assist with your Homeswest enquiry. Detailed information is available on the web site.

If you are still not satisfied with the outcome of your Homeswest issue you should lodge a complaint with Ombudsman WA.

Private Rental

Tenants

If you are a tenant who is renting privately and wish to complain about the tenancy you may refer a complaint either to:

Tenants Advice Service Inc (WA)

Department of Consumer and Employment Protection

If you wish to complain about the management of your tenancy by a real estate agent you should contact:

The Real Estate and Business Agents Supervisory Board (in conjunction with the Department of Consumer and Employment Protection)

If the real estate agent is a member, contact The Real Estate Institute of WA.

Landlords

Landlords may also refer complaints to the Department of Consumer and Employment Protection.

You may obtain assistance from:

Property Owners' Association of WA (Inc)

Tel: (08) 9384 7583

Landlords Advisory Service

If you wish to complain about the management of your property by a real estate agent, you should contact either:

The Real Estate and Business Agents Supervisory Board

The Real Estate Institute of WA

Strata Titles

If you are unable to resolve your dispute with the other occupiers of the property or through the strata company, you may seek general advice from the customer advice officers at Landgate on (08) 9273 7044.

Immigration

Making a complaint about how Department of Immigration and Citizenship (DIAC) provides a service is not the same as appealing a decision that DIAC has made about your immigration matter.

The law about appealing DIAC decisions can be complicated and the time limits are strict. You should obtain legal advice as soon as possible.

Legal Aid may be able to help, phone 1300 650 579 and tell the advisor who answers the phone if you need an interpreter.

If you wish to make a complaint about a DIAC service you have received (not for the review of decisions), you can:

phone the Global Feedback Unit and speak to an officer on 133 177
complete an online Feedback Form
write to the Manager, Global Feedback Unit, GPO Box 241, Melbourne VIC 3001
contact your nearest DIAC office directly.

If you need an interpreter to help you make your complaint, phone the Translating and Interpreter Service on 131 450.

If you are not satisfied with a visa you may have the right to seek a review of the decision. Not all decisions are 'reviewable decisions'.

DIAC decision makers will advise you in writing:

if the decision is reviewable and
what steps you can take if you want to ask for a review

For more information about the review of the visa decision process go to the DIAC web site.

If you are not happy with how DIAC deals with the complaint you can contact:

The Global Feedback Unit on 133 177

The Commonwealth Ombudsman, more information about the complaint process is available on the web site.

A member of parliament

Insurance

Complaints should be referred initially to the insurance company. If the problem cannot be resolved in this way there are two avenues of appeal depending on whether you wish to complain about life insurance or general insurance.

General Insurance

Complaints about insurance claims relating to home building and contents, motor vehicle, travel, sickness and accident, consumer credit, pleasure craft, valuables and personal property and medical indemnity insurance should be referred to the Insurance Ombudsman Service.

Life Insurance

The Financial Industry Complaints Services Limited operates a dispute resolution scheme and considers disputes about life, superannuation and employment disability insurances, and other complaints relating to the finance industry.

Private Health Insurance

If you are a heath insurance member then the Private Health Insurance Ombudsman could assist with problems or enquiries. Call the Complaints Hotline on 1800 640 695. Complaints can be lodged by writing, faxing or emailing.

Lawyers

For information about complaints about lawyers click here for the Complaints About Lawyers section of our web site.

Motor Vehicles

Purchase of a Motor Vehicle

If you purchase a motor vehicle and are unhappy with its condition or performance you should firstly complain to the person or dealer who sold it to you.

If the problem cannot be resolved you should contact Department of Consumer and Employment Protection.

Motor Vehicle Repair Work

Unresolved complaints about motor vehicle repair work should be lodged with the Department of Consumer and Employment Protection.

Neighbours

For information on dealing with complaints about neighbours such as noise, smoke or encroaching roots and branches click here for the Neighbours section of our web site.

Nursing Homes and Hostels

Complaints about aged nursing homes and hostels should firstly be referred to the Administrator of the home or hostel.

If the complaint cannot be resolved at that level it should be referred to Aged Care Complaints Resolution Scheme (Department of Health and Aging). A complaint handing kit is available on the web site.

If would like assistance, it is recommended you contact Advocare or another advocacy agency of your choice.

Advocare is free, independent and client directed assistance. It provides advocacy, information and education to people receiving aged residential and community care services.

Painters

You should try and resolve any problems with the painter. If your problem remains unresolved you should firstly contact The Painters Registration Board to find out if the painter is a member of the Master Painters Australia WA Association.

If the painter is a member you should refer your complaint to Master Painters Australia - WA Association.

If the painter is not a member you should lodge your complaint with the Painters Registration Board.

Plumbers

If you have a problem with a plumber, which you are unable to resolve by discussion with the plumber, you should contact:

Plumbers Licensing Board

If the plumber is a member of the Master Plumbers and Gasfitters Association of WA you can lodge a complaint them.

Police

Click here for more information.

Pollution

Air, Land and Water Pollution

The Department of Environment and Conservation can investigate complaints about air, water, and/or land pollution. The phone number is (08) 6364 6500. However they do not take complaints on the following:

loud parties or alarms (contact the police)
residential complaints (contact your local council)
asbestos (contact your local council)
discharges from vessels in coastal waters (contact Department of Planning and Industry)

Tel: (08) 6364 6500

The following authorities can also investigate complaints about water pollution.

If the pollution has occurred in a Water Corporation dam or catchment area contact them on 131 375.

Reporting fish kill, algal bloom or rubbish in the Swan and Canning Rivers can be reported to the Swan River Trust on (08) 9278 0900.

For marine pollution contact Department for Planning and Infrastructure on 08 9480 9924.

Noise Pollution

Contact your local council. The addresses and telephone numbers of local councils are listed in the White Pages telephone directory under the name of the individual council.

Call the police to report loud parties or alarms.

Click here for more information about noise problems in the neighbourhood.

Print Media

You may wish to complain about a newspaper article or the conduct of a newspaper or magazine. You should firstly contact the editor to try to resolve the complaint.

If you are not satisfied with the response from the editor, you may wish to lodge a complaint to the Australian Press Council.

The Council publishes an information booklet it's services. This booklet contains a complaint form, which you should complete and return with a copy of the article you wish to complain about.

Railway Police

Click here for more information about Railway Police.

Retirement Villages

Residents of retirement villages who have a complaint can seek assistance from the Department of Consumer and Employment Protection.

Firstly, you should attempt to resolve the dispute with the other party on an informal basis.

Secondly you should attempt to go through your village dispute resolution process. If it still remains unresolved, the Commissioner for Consumer Protection can provide conciliation services to either party, or refer the matter to an external mediator.

Finally, unresolved complaints can be referred to the State Administrative Tribunal.

Security Officers and Crowd Controllers

Complaints should be made to the owner or manager of the premises or the security company concerned. Assaults should be reported to the police. Click here for more information on Security Officers and Crowd Controllers.

Television and Radio Broadcasting

If you wish to make a complaint about the content or scheduling of programs on the television or radio you should contact the manager of the TV or radio station in writing.

You may then lodge a formal complaint with the Australian Communications and Media Authority, which has the power over the granting of broadcasting licences, creates standards for the programs you see or hear and can enquire into broadcasting issues.

Travel Agents

If you have a complaint about the work done by a travel agent, which you are unable to resolve with the agent you should refer your complaint to Department of Consumer and Employment Protection.

If the travel agent is a member, contact the Australian Federation of Travel Agents Limited.

Veterinary Surgeons

If you have a complaint about the way a veterinary surgeon has treated your animal or about the fee charged, you should firstly attempt to resolve the dispute with the vet.

If that is not successful, you can refer complaints about treatment given by the vet to the Veterinary Surgeons Board.

The Board is unable to investigate complaints about fees charged by a vet. Those complaints should be referred to the Department of Consumer and Employment Protection.

Last Reviewed: August 2008

Disclaimer
The material displayed on this page is intended for information only. If you have a legal problem, you should see a lawyer. Legal Aid Western Australia believes that the information provided is accurate, however does not accept responsibility for any errors or omissions.

Return to Top

Home Disclaimer Site Map Office Contacts Legal Links

Office Contacts
Legal Links

Search Mail Page Print Page