As a division of the Department of Local Government, Industry Regulation and Safety (LGIRS), Consumer Protection oversees and enforces legislation that regulates most traders and businesses in Western Australia.
We play a vital role in building trust between consumers and industry, so both thrive in a fair and transparent marketplace. We align our work with the LGIRS Customer Service Charter, which helps guide the standards in this document.
1. Purpose
Our Customer Service Commitment outlines what you can expect from your dealings with Consumer Protection WA and how we work together to protect and empower consumers across Western Australia.
2. Our Commitment
Under the laws we administer, we promise to:
- treat everyone with respect and courtesy
- act ethically, fairly and impartially
- provide clear, accurate, and practical information about your rights and responsibilities
- ensure our services are accessible and inclusive
- respond to enquiries and complaints promptly and professionally and keep you informed throughout your enquiry or complaint process
- act with transparency and accountability in all decisions
- continuously improve our customer service based on your feedback.
3. Service Standards
- Accessibility: We provide services to all Western Australians and support is available for people with disabilities, language needs, and diverse communities. You can access our services through multiple channels depending on your needs.
- Privacy: We take the collection and management of customer information very seriously and your personal information will be handled in line with LGIRS Privacy Policy.
4. How you can help us
To enable Consumer Protection to ensure a high standard of service, we ask our customers to:
- provide accurate and relevant information
- engage respectfully and courteously with our staff
- respond promptly to requests for further details
- share feedback to help us improve.
We have a responsibility to provide staff with a safe working environment and therefore do not accept:
- any abuse or discrimination, whether written or verbal.
- any behaviour that causes anyone to feel intimidated, threatened, frightened or at risk.
If a customer displays any of the above behaviours when dealing with Consumer Protection, we may set limits or conditions on how they may engage with us.
5. Feedback
We value feedback and encourage you to help us improve our services by:
- complimenting us on what we do well
- offering suggestions on what we might do differently.
You can provide your feedback via:
- LGIRS online feedback form
- phone: 1300 30 40 54