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Where to make a complaint in Western Australia

 

 

Most businesses, agencies or government departments have a complaints section for you to contact if you are unhappy about the information or service you have received from them.  Below is a list of contact details for the relevant bodies that deal with complaints from people.

 

If you are unsure where to lodge your complaint, you should seek help from Legal Aid WA’s InfoLine 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 do not get any satisfaction from this informal approach, you should consider lodging a complaint to the appropriate organisation. We have provided a list of some organisations below.

The Australian Competition and Consumer Commission website allows you to search for the contact details of the industries which have ombudsmen, commissions or other bodies that can help you with dispute resolution.


The following pages may be helpful.

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

Child Care Services

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

Health Complaints

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

Prisons

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.

Australian Communications and Media Authority (ACMA) on 1300 850 115 or by writing via fax on (08) 9461 2100 - If your complaint is about television or digital free to air service captioning, tobacco advertising, political advertising, election material, sponsorship announcements on community radio, advertisements about medicine, captioning, digital free to air services or matters relating to Children's Television Standards. Australian Communications and Media Authority do not handle complaints concerning SBS or ABC.

Contact Advertising Standards Bureau (ASB) on (02) 6262 9822 or via fax on (02) 6262 9833 - if your complaint is about discrimination (race, sex, age, sexual preference, religion, disability political belief), sexuality or nudity, violence, language or health and safety. Complaints must be in writing and can be faxed, emailed or mailed. Include your postal address.

SBS on 1800 500 727 or in writing via fax on (02) 9430 3047 - complaints concerning SBS should be made directly. 

ABC on 139 994 and in writing via fax on (08) 9220 2665 - Complaints about the ABC should be made directly 

 

Commonwealth Ombudsman on 1300 362 072 or via fax on (08) 9221 4381 - If your complaint about SBS or ABC remains unresolved.

Advertising - print media

Advertising Standards Bureau (ASB) on (02) 6262 9822 or via fax on (02) 6262 9833 - for complaints about advertisements in newspapers, magazines and on posters, television, radio, billboards and cinema commercials. Complaints must be in writing and can be faxed, emailed or mailed. An online complaints form is available.

Misleading or deceptive advertising

Department of Commerce on 1300 304 054 or via fax on (08) 9282 0850 - If your complaint is about misleading or deceptive advertising. Downloadable consumer complaints forms are also available.

 

Australian Competition and Consumer Commission on 1300 302 502 or via fax on (08) 9325 5976. The Infocentre is a telephone and email information and complaints service for consumers and businesses. More information about the ACCC's complaint and inquiries process is available on the website. 

Banks and financial institutions

You should first try to resolve the problem with the manager of your local bank.

If that fails you could contact the Banking and Financial Services Ombudsman on 1300 780 808 from 9.00am and 5.00pm EST, Monday to Friday or via fax on (03) 9613 6399.

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 $500,000

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 website).

 

The Australian Securities and Investments Commission (ASIC)  on 1300 300 630 - ASIC 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

Finance brokers

The Department Commerce on 1300 304 054 or via fax on (08) 9282 0850 will accept complaints regarding finance brokers.

Credit unions and building societies

You should first try to resolve the issue with the manager of the credit union or building society.

If that fails you could contact the Financial Ombudsman Service Mutuals division  on 1300 780 808 or via fax on (03) 9613 6399. The Financial Ombudsman Service Mutuals division can assist with complaints between participating credit unions and their members. The website has an electronic dispute form and step by step instructions about how to lodge a dispute.


Financial Industry Complaints Service on 1300 780 808 or via fax on (03) 9621 2291 - offers free advice and assistance to resolve complaints relating to members of the financial services industry.

Builders

Initially you should try to resolve the problem with the builder. If this is not possible you can make a complaint to the Building Commission of WA on 1300 489 099 or by fax on (08) 9476 1333

 

The Housing Industry Association (HIA) on (08) 9492 9200 or via fax on (08) 9443 3424. The HIA is a professional association for builders. It is not a government authority and does not deal with breaches of the Builders Registration Act or Home Building Contracts Act. The HIA has a code of ethics and will accept complaints 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 could make a complaint by filling in a comment card at any Centrelink Customer Service Centre or contact the Centrelink Customer Relations Line on 1800 050 004 or TTY 1300 555 727.

 

Contact the Commonwealth Ombudsman on 1300 362 072 or via fax on (08) 9221 4381 Monday to Friday 9am - 5pm (AEST); 7am - 4pm Western Australia if, after dealing with these Centrelink services, you are still unhappy about the matter.

Child Care Services

The Child Care Licensing and Standards Unit is responsible for administering the state regulations for all licensed child care services, including child care centres, family day care and outside school hours care. If you have concerns about a licensed child care service, you should first try to discuss your concerns with the manager.  If this is not possible, contact the Child Care Licensing and Standards Unit on 6210 3333 or1800 199 383

Child Support Agency (CSA)

Child Support Agency on 131 272 if your complaint is in relation to CSA you can speak directly to a staff member or their manager. If you are not satisfied by their response, you can contact the Child Support Agency's Complaints Service on 132 919 or via fax on 1800 062 610. 

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.

Contact the Commonwealth Ombudsman on 1300 362 072 or via fax on (02) 6249 7829 Monday to Friday 9am - 5pm (AEST); 7am if, after dealing with the Complaints Service, you are still unhappy about the matter.

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 driver's licence number if you have moved interstate)
  • your current employer and previous employer
  • name of the organisation to which you last applied for credit
  • a daytime phone number and
  • your signature

Both companies offer two options for obtaining your credit file.  These are:

  • a free service that takes approximately 10 working days for your application to be processed (from the date your letter is received)
  • a"fast-track" service - your application will be processed within one day however there is a fee applicable for this service. 

For more information contact Veda Advantage on 1300 921 621 or via fax on (02) 9278 7344 or  Dun & Bradstreet Australia on (08) 9426 1818 or via fax on (08) 9221 8418

 

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

 

If you believe that Veda Advantage, Dun & Bradstreet 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 on 1300 363 992 or via fax (02) 9284 9666.

Dentists

Complaints about dental treatment should be taken up with the individual dentist first. 

 

If your complaint is still unresolved, you can contact the Australian Health Practitioner Regulation Agency (AHPRA)

 

AHPRA manages investigations into the professional conduct, performance or health of registered health practitioners for a number of professional boards including the: 

      • Dental Board of Australia
      • Medical Board of Australia
      • Nursing and Midwifery Board of Australia
      • Pharmacy Board of Australia

You can make a notification or express concerns to AHPRA about a registered health professional or student by downloading the Notification Form, completing and mailing it to the AHPRA office in WA.  If you have concerns regarding completing the form, need assistance or an interpreter, contact AHPRA on 1300 419 495 (freecall) and ask to speak to a Notifications Officer in WA.

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

 

Health Complaints Entities (HCEs) investigate complaints about health systems or health service providers. HCEs can also investigate certain notifications about health practitioners. HCEs work with AHPRA to make sure each notification is investigated by the appropriate agency. The Health Complaints Entity for WA is the Health and Disability Services Complaints Office  (HaDSCO).  You can contact the Office on (08) 9323 0600 or via fax on (08) 9221 3675 or 1800 813 583 for country callers.

 

Note: when complaints relate to a registered health professional, the Health and Disability Services Complaints Office (HaDSCO), by law, is required to consult with the AHPRA. This will determine which agency is the most appropriate to deal with the complaint.


Discrimination

Click here for information about discrimination.


Doctors

Complaints about doctors should be taken up with the individual doctor first. 

 

If your complaint is still unresolved, you can contact the Australian Health Practitioner Regulation Agency (AHPRA)

 

AHPRA manages investigations into the professional conduct, performance or health of registered health practitioners for number of boards including the:   

      • Aboriginal and Torres Strait Health Proctice Board
      • Chinese Medicine Board
      • Chiropractic Board of Australia
      • Medical Board of Australia
      • Medical Radiation Practice Board 
      • Nursing and Midwifery Board of Australia
      • Occupational Therapy Board 
      • Osteopathy Board of Australia
      • Pharmacy Board of Australia
      • Physiotherapy Board of Australia
      • Podiatry Board of Australia
      • Psychology Board of Australia 

You can make a notification or express concerns to AHPRA about a registered health professional or student by downloading the Notification Form, completing and mailing it to the AHPRA office in WA.  If you have concerns regarding completing the form, need assistance or an interpreter, contact AHPRA on 1300 419 495 (freecall) and ask to speak to a Notifications Officer in WA.

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

 

Health Complaints Entities (HCEs) investigate complaints about health systems or health service providers. HCEs can also investigate certain notifications about health practitioners. HCEs work with AHPRA to make sure each notification is investigated by the appropriate agency. The Health Complaints Entity for WA is the Health and Disability Services Complaints Office  (HaDSCO).  You can contact the office on (08) 9323 0600 or via fax on (08) 9221 3675 or 1800 813 583 for country callers.

 

Note: when complaints relate to a registered health professional, the Health and Disability Services Complaints Office (HaDSCO), by law, is required to consult with the AHPRA. This will determine which agency is the most appropriate to deal with the complaint. 

 

The Health Consumers Council WA (Inc) on (08) 9221 3422 or 1800 620 780 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 websites.

Click here for more information about keeping and controlling dogs.


Electricians (and gas fitters)

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

Department of Commerce on (08) 9422 5200 or via fax on (08) 9422 5244 if you wish to report an unsafe situation you should contact the network operator's emergency centre, as listed in the telephone directory. 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 to the Work Safe Accident and Incident notification line on 1800 678 198.


Other complaints can be referred to the Energy Safety Division of the Department Commerce on 1300 304 054 or via fax on (08) 9282 0850.

Contact the Energy Ombudsman (EO) on 1800 754 004 (freecall) or (08) 9220 7588 or via fax on (08) 9220 7599 to request they investigate and facilitate the resolution of complaints from customers about:

  • billing disputes
  • disconnection, restriction and refundable advance complaints
  • complaints from owners and occupiers of land or other property about the way in which an 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 should first try to resolve the problem directly with your employer.

Contact Labour Relations - Department of Commerce on 1300 655 266 or via fax on (08) 9222 7777 if you are not satisfied with the outcome.

Wageline on 1300 655 266 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.

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 your Health and Safety representative is unable to resolve the problem, contact Worksafe on 1300 307 877 to make a formal complaint.

Unfair dismissal

For more information see Unfair dismissal and unlawful termination of employment 

Workers compensation

For more information see Workers Compensation

Apprenticeships

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

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 Commerce on 1300 304 054 or via fax on (08) 9282 0850. They are responsible for the licensing of employment agents and will be able to consider complaints concerning their conduct.

Contact Wageline on 1300 655 266 if the complaint is regarding wages or payment.


Food and beverages

Quality of food or drink

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

White Pages has a telephone directory of addresses and telephone numbers of local councils. You could contact the council which is responsible for the area where the supermarket, shop, cafe or restaurant you made your purchase is located.

Local Government Health Authorities as part of the Department of Health provide a list of local government health authorities. The local 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 Department of Commerce 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 you can contact the Department of Commerce Complaints and Feedback on  1300 304 054 (freecall) or  (08) 9211 1299 .


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, contact the Department of Commerce on 1300 304 054 (freecall) or via fax on (08) 9282 0850. 

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 $75,000. Time limits may apply. 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.

Department of Local Government on (08) 9217 1500 or 1800 620 511 for country callers and the Department of Regional Development and Land for more serious issues regarding your local council.

The Ombudsman WA on (08) 9220 7555 or 1800 117 000 (freecall), has the power to investigate complaints about issues relating to the administration of local government (ie 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 provides tips on how to make complaints about products or services provided by a State Government agency.

 

The Ombudsman WA  has the power to investigate complaints issues relating to 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 (ie 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

You can contact the Ombudsman WA on on (08) 9220 7555 or 1800 117 000 (freecall).

 

Commonwealth Government

The Commonwealth Ombudsman on 1300 362 072 or via fax on (08) 9221 4381 has the power to investigate complaints about most Commonwealth Government services such as:

  • tax
  • telephones
  • Centrelink payments
  • postal services
  • Medicare 
  • 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 or by telephone Monday to Friday 9am - 5pm (AEST) or 7am - 4pm Western Australian time.


Home and Community Care Services

If you have a complaint, you are encouraged to initially contact Home and Community Care (HACC) on (08) 9221 8599 or 1800 655 566. 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.

Contact Advocare on (08) 9479 7566 or freecall 1800 655 566  for a 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 on (08) 9222 4061 or via fax on (08) 9222 2192.

 

Health complaints

The Legal Aid WA web page Health Complaints has information on how make a complaint to relevant governing bodies that regulate the Health Services.  You may also find links to complain forms and information about dispute resolution process some agencies have in place.

 

Hospitals

As a first step, you should attempt to resolve your complaint with the administrator of the hospital. You can do this in person or in writing.  It is a good idea to keep copies of all correspondence about the problem.  If this is not successful you can contact the Health and Disability Services Complaints Office on (08) 9323 0600 or 1800 813 583 (freecall) if the complaint cannot be resolved at that level.  

The Health Consumers Council is an independent community based organisation that may be able to assist you making your complaint.  The Council operates a health information and referral service and an advocacy service for people with problems with the health system. You can contact them on (08) 9221 3422 or 1800 620 780 (freecall).

 

The Australian Health Practitioner Regulation Agency (AHPRA) manages investigations into the professional conduct, performance or health of registered health practitioners for the following boards:   

      • Aboriginal and Torres Strait Health Practice Board
      • Chinese Medicine Board
      • Chiropractic Board of Australia
      • Dental Board of Australia
      • Medical Board of Australia
      • Medical Radiation Practice Board 
      • Nursing and Midwifery Board of Australia
      • Occupational Therapy Board 
      • Optometry Board of Australia
      • Osteopathy Board of Australia
      • Pharmacy Board of Australia
      • Physiotherapy Board of Australia
      • Podiatry Board of Australia
      • Psychology Board of Australia

Note: when complaints relate to a registered health professional, HaDSCO, by law, is required to consult with the AHPRA. This will determine which agency is the most appropriate to deal with the complaint.

You can make a notification or express concerns to AHPRA about a registered health professional or student by downloading the Notification Form, completing and mailing it to the AHPRA office in WA.  If you have concerns regarding completing the form, need assistance or an interpreter, contact AHPRA on 1300 419 495 (freecall) and ask to speak to a Notifications Officer in WA.

 

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


Housing

Real estate agents - sales / purchases

If you have a complaint about a real estate agent or their sales representatives in relation to real estate transactions, you should discuss your concerns with the agent  or sales representative in the first instant.  This will give them the opportunity to fix the problem.  If this avenue does not settle the problem, contact the Department of Commerce on 1300 304 064 (freecall) to lodge a complaint or claim against an agent.   

If the real estate agent is a member of the Real Estate Institute of WA you can also make a complaint to them about the conduct of the real estate agent.  You can contact the Real Estate Institute of WA on (08) 9380 8200 between 9:00am - 12 noon and 2:00pm - 5:00pm. 


Homeswest (Department of Housing)

You should first try to resolve the complaint with the regional office you usually deal with. If that does not resolve the matter you could contact the Department of Housing on (08) 9222 4666 or 1800 093 325 or for Aboriginal Housing call (08) 9440 2372 or freecall 1800 621 826

Tenants Advice Service Inc WA (TAS) on (08) 9221 0088 Monday to Friday, 8:30am - 3.30pm or country freecall 1800 621 888 Monday to Friday, 1:00pm - 3:30pm, may be able to assist with your Department of Housing enquiry. Detailed information is available on the website. Country callers can leave a message on the answering machine. TAS will return your call during the country line hours.

Contact the Ombudsman WA on (08) 9220 7555 or 1800 117 000 (freecall) if you are still not satisfied with the outcome of your complaint from the Department of Housing.

Private rental

Tenants

Contact the Tenants Advice Service Inc (WA) on (08) 9221 0088 Monday to Friday, 8:30am - 12:30pm and 1:00pm - 3.30pm or country freecall 1800 621 888 Monday to Friday, 1:00pm - 3:30pm if you are a tenant who is renting privately and wish to complain about the tenancy. Country callers can leave a message on the answering machine. TAS will return your call during the country line hours.

Contact the Department of Commerce on 1300 304 054 or via fax on (08) 9282 0850 if you wish to complain about the management of your tenancy by a real estate agent.

If the real estate agent is a member, contact the Real Estate Institute of WA on (08) 9380 8222 between 9:00am - 12 noon and 2:00pm - 5:00pm or via fax on (08) 9380 9260.


Landlords

Landlords may also refer complaints to the Department of Commerce on 1300 304 054 or via fax on (08) 9282 0850.

Contact the Property Owners' Association of WA (Inc) on (08) 9384 7583 .

Contact the Landlords Advisory Service on (08) 9316 8533 or via fax on (08) 9316 8522 .

Contact the Real Estate and Business Agents Supervisory Board (in conjunction with the Department of Commerce) on 1300 304 054 if you wish to complain about the management of your property by a real estate agent.

Contact the Real Estate Institute of WA on (08) 9380 8200 between 9:00am - 12 noon and 2:00pm - 5:00pm .

Strata titles

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

Immigration

Making a complaint about how the 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.

 

Contact the DIAC  Global Feedback Unit on 133 177 or complete an online Feedback Form if you wish to make a complaint about a DIAC service you have received (not for the review of decisions). You can also put your complaint in writing and send to the Manager, Global Feedback Unit, GPO Box 241, Melbourne VIC 3001

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 have been issued, 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.  The DIAC website has information about the review of the visa decision process.

 

You can also contact the Commonwealth Ombudsman on 1300 362 072 between 9am - 5pm (AEST); 7am - 4pm Western Australia, Monday to Friday or via fax on (08) 9221 4381 for more information about the complaint process.

You can also contact 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 general insurance or life insurance.

General insurance

Financial Insurance Ombudsman Service on 1300 780 808 (between Monday to Friday, 9:00am - 5:00pm EST) or via fax on (03) 9621 2060  for 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.

Life insurance

The Financial Ombudsman Service on 1300 780 808 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

Contact the Private Health Insurance Ombudsman on 1800 640 695 if you are a heath insurance member for assistance with problems or enquiries. Complaints can be lodged by writing, faxing or emailing.


Lawyers

The Legal Aid WA website has information about Complaints about lawyers

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.

Contact the Department of Commerce on 1300 304 054 or via fax on (08) 9282 0850 if the problem cannot be resolved.

Motor vehicle repair work

Contact the Department of Commerce on 1300 304 054 for unresolved complaints about motor vehicle repair work.

Neighbours

The Legal Aid WA website has detailed information about dealing with complaints about Neighbours such as noise, smoke or encroaching roots and branches.


Nursing homes and hostels

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

Contact the Aged Care Complaints Resolution Scheme (Department of Health and Ageing) on 1800 550 552 if the complaint cannot be resolved at that level. A complaint handing kit is available on the website.

You can also contact  Advocare on (08) 9479 7566 or 1800 655 566 (freecall) for free, independent and client directed assistance. Advocare 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 contact the Building Commission of WA on 1300 489 099 or by fax on (08) 9476 1333. 

You can contact the Master Painters Australia - WA Association on (08) 9471 6662 or via fax on (08) 9471 6663 for information and assistance if the the painter is a member.  You can lodge a complaint with them.   


Plumbers

You should first try to resolve your dispute with the plumber.  If your problem remains unresolved, contact Building Commission of WA on 1300 489 099 or by fax on (08) 9476 1333 for customer advice. 

You can contact the Master Plumbers and Gasfitters Association of WA on (08) 9272 5244 if the plumber is a member. You can lodge a complaint with them.

Police

The Legal Aid WA website has information about Complaints about the Police here.


Pollution

Air, land and water pollution

Contact the Department of Environment and Conservation on (08) 6364 6500 to have complaints about air, water, and/or land pollution investigated.


The Department of Environment and Conservation do not take complaints about 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 Transport)

The following authorities can also investigate complaints about water pollution:

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

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

For marine pollution contact Department of Transport 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.  You can also contact the police to report loud parties or alarms. 

 

The Legal Aid WA website has information about Noise problems here.


Print media

If you would like to lodge a complaint about a newspaper article or the conduct of a newspaper or magazine, you should contact the editor to try to resolve the complaint.  If you are not satisfied with the response from the editor, contact the Australian Press Council on 1800 025 712.

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

 

Prisons

If you are an adult in custody in Western Australia, the following information about how to make a request, lodge a complaint or grievance with the Department of Corrective Services may be helpful. 

 

Information about how to make a request or lodge a complaint with the Department of Corrective Services in relation to juveniles in custody in Western Australia can be found here.


Railway police

The Legal Aid WA website has information about the powers of Railway police here.


Retirement villages

Residents of retirement villages who have a complaint can seek assistance from the Retirement Village Disputes Tribunal through the ACCC.

You should attempt to resolve the dispute with the other party on an informal basis.  You can also attempt to go through your retirement village dispute resolution process.  If the dispute still remains unresolved, contact the Commissioner for Consumer Protection on (08) 9219 3111 or 1300 306 017 (freecall). Unresolved complaints can be referred to the State Administrative Tribunal.


Security officers and crowd controllers

The Legal Aid WA website has information about Security officers and crowd controllers here.  Complaints should be made to the owner or manager of the premises or the security company concerned. Assaults should be reported to the police.


Television and radio broadcasting

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

Contact the Australian Communications and Media Authority on 1300 850 115 to lodge a formal complaint about broadcasting issues.


Travel agents

Contact the Department of Commerce on 1300 304 054 if you have a complaint about the work done by a travel agent and you are unable to resolve the complaint with the agent.

 

Contact the Australian Federation of Travel Agents Limited on (02) 9278 9900 or 1300 363 416 (freecall) if the travel agent is a member.

Veterinary surgeons

If you have a complaint about the way a veterinary surgeon (vet) has treated your animal or the professional behaviour of a vet, you should attempt to resolve the dispute with the vet. If that is not successful, contact the Veterinary Surgeons Board on (08) 9367 4674.

The Department of Commerce on 1300 304 054 investigates complaints about fees charged by a vet.

    Last reviewed: 1/08/2011

    Last Modified: 21/11/2013

    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.