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 second hand 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, you can contact us.
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? It is 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.
Please do not use AI to write your complaint to us. Please use your own words. AI can use incorrect legal references which makes our assessment take longer and harder to find 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.
There are a few ways to make a formal complaint:
- Choose an online complaint form (buttons below) – this is the quickest and easiest way.
- Download the complaint form – print, complete and return the form by post or email.
- 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.
Retail and automotive online complaint form Property related online complaint form
Associations, charities and co-ops complaint form Downloadable complaint (PDF) form
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?
Consumer Protection can act as an informal negotiator between you and the trader. This is a free service.
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 help or not, or ask for more info if we need it.
If we are able to help with your complaint, we will work with you and the trader to find a fair solution.
You can learn more about our conciliation service on the What happens when you complain page.
If we are unable to help
If we’re unable to assist 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
If conciliation doesn’t work you can go to the Magistrates Court.
You may also be able to get help from:
- Legal Aid WA
- Community Legal WA
- Citizens Advice Bureau
- Circle Green (tenancy problems only).
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.