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Making a formal complaint video

Transcript

Complaints and conciliation video one - Making a formal complaint

If you’re stuck in a dispute with a business or your landlord that you’ve been unable to resolve, you might be thinking about making a complaint to us. And you should!

We work hard to help consumers and businesses (or landlords) resolve issues together. By making a complaint, you’re also helping us keep track of issues in the marketplace and take action to prevent businesses doing the wrong thing, which benefits the whole community!

How to submit your complaint

There are a few ways to make a formal complaint:

  • The online complaint form is the quickest and easiest way to tell us about your complaint and share copies of relevant documents.
  • You can download the PDF complaint form to print, complete and return by post or email.
  • Call our Contact Centre at 1300 30 40 54 if you need help submitting a complaint.
  • Some people who need extra assistance prefer to make their complaint in person. If this sounds like you, our reception staff will take the relevant details and submit the complaint for you.  

Tips for making your complaint

Here are a few tips when making your complaint. 

Be clear and specific

Provide as much relevant information as you can about the problem and what you would like done about it, including:

  • What’s wrong with the product or service? For example, it’s damaged or doesn’t do what it’s supposed to; or,
  • What’s the problem with your tenancy? For example, a pipe has been leaking for months and there’s mould.
  • What do you want from the business or landlord? For example, a repair, replacement or refund.
  • How did you try to resolve the issue? When and how did you contact the business or landlord? Did they offer to do anything?
  • And, what action would you like us to take?

Share just the facts

We understand that an unresolved complaint can be frustrating and bring up a lot of emotions. By the time you come to us, you might have been carrying the weight of this issue for a long time and you’re ready for it to be over. We’ll do our best to help. 

To truly understand the problem, we have to look beyond emotions to the basic details. You can help by sharing just the relevant facts in your complaint. 

Here’s an example: (strikethrough text will be animated)

  • On July 15, I bought a new ChillyCool fridge for $1,850 from Appliances R Us. I was so excited to get this fridge for some big family events coming up.
  • On September 10 it stopped working and all the food spoiled. It was awful! We were hosting my uncle’s 100th birthday on the 13th and had bought food for 30 guests!
  • I called Appliances R Us right away, but the manager told me I had to call the manufacturer. I was furious! What kind of business does that? I wrote a nasty review about them online. You should shut them down for bad business practices.
  • Thankfully the manufacturer gave me a replacement fridge but not in time for my uncle’s party. It was so stressful and completely ruined the party for me. We had to buy all that food again and change the location to my cousin’s house.
  • I want to be paid the $300 it cost me to replace the food. I also want to be compensated for the pain and suffering of having such a special party ruined. 

Having just the facts makes it easier for us to figure out how to handle your complaint. 

Support your complaint

Include a copy of all the relevant documents you have, such as:

  • Receipts or other proof of purchase (like a bank or credit card statement)
  • Order forms or invoices
  • Contracts or lease agreements
  • Warranties or guarantees
  • Photos of the problem with the product, service or property
  • Emails or texts with the business or landlord regarding your complaint

When we receive your complaint

When we receive your complaint, we’ll send you a confirmation email with a reference number (keep this for future use), and information about our complaint process. Meanwhile, your complaint will join others waiting to be assessed. 

Closing

Next up in our Complaints and Conciliation series, we explain what happens when we assess your complaint. 

For more information about making a complaint visit our website at consumerprotection.wa.gov.au or give us a call on 1300 30 40 54.

Acknowledgement of Country

The Government of Western Australia acknowledges the traditional custodians throughout Western Australia and their continuing connection to the land, waters and community. We pay our respects to all members of the Aboriginal communities and their cultures; and to Elders both past and present.

© Government of Western Australia 2017 to 2024