Following these steps will help resolve your complaint.
Check your rights
Know your rights:
- Can you return a product or cancel a service?
- Are you renting? Do you want your bond back? Has your rent increased? Have you asked to keep a pet?
- Have you had trouble with buying a used car or getting your car repaired?
- Have you had a problem with someone at a residential park or retirement village?
- Are you concerned about the way your association is run?
If you are not sure of your rights, try our self-help tool:
Your privacy
Please make sure you are aware of our privacy and collection notice policy about how we collect and use your personal information.
Steps to making a complaint
Try to handle it yourself first:
- Talk to the trader / landlord - explain the problem calmly. Ask for what you want. Give them a chance to fix it. See our tips on talking to the trader or your landlord.
- Put it in writing - if talking doesn't work, write a letter or email. Include copies of receipts and photos of the problem. See our sample letters to help you.
- Keep records - write down details of who you spoke to and when. Keep copies of emails, agreements, letters, orders, invoices, warranties, and receipts.
Be clear about the complaint
What is the problem and what you would like done about it?
- Products and services - what’s wrong with the product or service? Is it not finished, damaged or not working like it’s supposed to?
- For tenancy and housing - what’s the problem with your tenancy/home? Does something need repairing? Is there a broken gate lock? Does the aircon not work? Do you know who to ask to get the problem fixed?
Stick to just the facts about the problem and how you would like it fixed. Keeping the complaint about the facts will make it easier for the trader or landlord to understand the problem and offer a solution.
Making a formal complaint with us
We may be able to help if you and the trader can't agree on a solution. We have made a handy video series to help you with making a complaint.
More videos are available at What happens when you complain.
Using AI to write your complaint
If you use an AI tool to help prepare your complaint, please check the wording carefully before submitting it. AI-generated content can sometimes be unclear, incorrect or not relevant to your matter. Clearly describing the nature and background of your complaint in your own words will help us understand and process your complaint. Providing unclear or incorrect information may make your complaint more difficult to assess and may take us longer to process.
Online complaint forms
The quickest and easiest way to make your complaint is by choosing one of the below online complaint forms
Retail and automotive online complaint form
Property related online complaint form
Other ways to make your complaint:
- Print, complete and return by post or email the PDF complaint form.
- By phone – call our Contact Centre team on 1300 30 40 54 if you need help submitting a complaint.
- In person – our reception staff can take your complaint details and submit it for you.
Tenancy bond release
See bond release page if your problem is about:
- getting your bond back
- making a claim against a bond.
What happens next?
After you submit your complaint, we will:
- send you a reference number
- assess your complaint
- contact you to let you know if we are able to help, or ask for more info if we need it.
You can learn more about our complaint handling service on the What happens when you complain page.
If we are unable to help
If we’re unable to help with your complaint, we may:
- refer you to another organisation who may be able to help you
- suggest other ways to resolve the issue.
Some examples include if:
- you sold the product you have a complaint about, such as a car, pram, clothing
- your rental bond has already been paid out
- the problem is not under our laws, such as credit cards, phone contracts, home loans or insurance
- your issue is a complex legal issue that is more suitable for the Courts.
You can go to the Magistrates Court or State Administrative Tribunal if:
- we are unable to help
- you want a specific outcome we are unable to enforce.
Before going to court, we recommend you seek legal advice and there are several agencies who may be able to assist. See Legal services for further information.
Need help?
You can contact us for help on:
- Phone 1300 30 40 54
- Email consumer@lgirs.wa.gov.au
Businesses can get advice on handling customer complaints.
If you need extra support
Call us on 1300 30 40 54 if you need us to arrange:
- an interpreter from Translating and Interpreting Service
- information in another format
- help from an advocate.