What the ÌÇÐÄÔ­´´ does

  • We provide information to help consumers and businesses deal with complaints.

  • We gather information about consumer and fair trading problems. We do this through the reports we receive and from other sources. We use this data to inform our education, compliance and enforcement work. Find out more in our Compliance and Enforcement Policy.

  • We focus our work on issues that can result in widespread harm.

What the ÌÇÐÄÔ­´´ can't do

  • We don’t resolve individual complaints.
  • We don't provide legal advice on your rights and obligations under the law.
  • We don’t make formal decisions on whether a person or business has breached the law as only the courts can do this.

On this page

If you have tried to resolve your problem with a product or service by contacting the business, there are other actions you can take.

Local consumer protection agencies

You can speak with your local state and territory consumer protection agency. They're sometimes called 'consumer affairs' or 'fair trading' agencies.

They can provide you with information about your rights and options. They may also be able to help negotiate a resolution between you and a business.

It may be better for you to contact consumer protection agencies other than the ÌÇÐÄÔ­´´ about some consumer issues. For example, most of these state and territory consumer protection agencies also deal with:

  • residential tenancy laws
  • regulations for retirement villages and other residential parks
  • fundraising regulations
  • regulations for licensed industries such as motor vehicle dealers or real estate agents
  • residential building and construction issues.

Australian Capital Territory

New South Wales

Northern Territory

Queensland

South Australia

Tasmania

Victoria

Western Australia

International consumer protection

The  is an organisation composed of consumer protection authorities from over 60 countries. ICPEN's website provides useful information on how you can resolve cross-border disputes.

ICPEN also maintains the  where you can report international scams and other consumer complaints.

The US Federal Trade Commission maintains a  worldwide.

Industry ombudsmen and regulators

There are consumer regulators for specific industries. Some of these regulators can also assist with complaints.

Some industries have a national ombudsman that provides dispute resolution services. Examples are the Telecommunications Industry Ombudsman and the Australian Financial Complaints Authority.

Other industries, such as energy, have an industry ombudsman and dispute resolution offices in each state and territory.

Aged care

Charities

Disability

National

Australian Capital Territory

New South Wales

Northern Territory

South Australia

Tasmania

Victoria

Western Australia

Education

Higher education

Vocational education

International students dealing with private education providers in Australia

Energy and water

Financial products and services

The (ASIC) enforces consumer credit laws and consumer protection laws in relation to financial products and services. ASIC does not resolve individual disputes but can give you information about your rights and next steps. ASIC also uses the information from reports to inform its education, compliance and enforcement work.

The is the dispute resolution scheme for financial products and services. It considers complaints about credit, finance and loans, insurance, banking deposits and payments, investments and financial advice, and superannuation.

Small business - national

Small business – state and territory

New South Wales

Queensland

South Australia

Victoria

Western Australia

Postal services

The can investigate complaints about Australia Post and StarTrack.

Privacy

Private health insurance

Rental tenancy

Queensland

Other states and territories

In other states and territories, the rental tenancy regulator is the local consumer protection agency.

Telecommunications

The handles complaints about telecommunications providers, where you have already tried to resolve the issue with the provider first.

The handles complaints about specific telecommunications issues it regulates. This includes spam, online gambling and complaints about TV and radio broadcasting standards.

Therapeutic goods

The  regulates the supply, import, export, manufacturing and advertising of therapeutic goods, medical devices and medicines.

Legal advice centres

You can get independent legal advice in your state or territory about what options are available.

Independent legal advice in each state or territory
State/territory Services that provide legal advice Services that provide consumer law advice
ACT

New South Wales

 
Northern Territory

 
Queensland

 
South Australia

Tasmania

 
Victoria

Western Australia

Small claims courts and tribunals

Each state has a small claims court or tribunal that hears cases about consumer issues.

You may be entitled to take your complaint to your local state and territory small claims tribunal. Your local tribunal can let you know about their dispute resolution process and how to lodge a claim.

There is usually a fee involved for taking an issue to a small claims tribunal. Your local tribunal can advise you on the relevant fee that would apply to your situation.

Australian Capital Territory

New South Wales

Northern Territory

Queensland

South Australia

Tasmania

Victoria

Western Australia

See also

Report an issue to the ÌÇÐÄÔ­´´

Contacting a business to fix a problem

Consumer rights and guarantees

Repair, replace, refund, cancel