Consumer complaint contacts
The following organisations may be able to help you when you have a dispute or complaint.
For ease of reading, we have divided it into the following categories:
This list is not exhaustive.
Consumer protection agencies
Role of ACCC on product safety and recalls Organisation Role Product Safety Australia
Coordinated by the ACCC, this service provides information on product safety in Australia, including banned and restricted products. It also provides up-to-date information about recalled products across Australia.
ACCC service giving information on product recalls in Australia.
Avoiding scams and identity theft Organisation Role SCAMwatch
ACCC service giving information on scams and how to avoid being caught out.
Stay Smart Online
Australian Government agency for online safety and security, with information about avoiding scams and identity theft.
Reporting international scams Organisation Role eConsumer
Partnership of more than 35 consumer protection agencies around the world where you can report international scams.
Role of consumer awareness groups Organisation Role CHOICE
Consumer advocacy group that tests products and provides advice about food, finance and health.
Always get independent legal advice before you sign a contract that involves a large commitment of your time or money.
Role of legal services commission Organisation Role Legal Services Commission
Hears complaints about conduct of solicitors, barristers or law practice employees.
Role of the ombudsman and their services Organisation Role Commonwealth Ombudsman
Australian Government agency that hears complaints against other agencies. They investigate, audit, inspect and oversee federal agencies.
Independent agency that investigates complaints against public agencies (state government and local councils).
If talking to the business doesn’t work, you may be able to approach an industry organisation. This could be:
a peak body that businesses can join as members an independent body that works as a mediator a government office that works with that industry.
Role of the motor vehicles and petrol organisations Organisation Role Motor Trades Association Queensland
Industry body that handles complaints about car repairs (but only if your mechanic is a member).
Department of Transport and Main Roads
Department that handles complaints about unsafe vehicles, trailers and transport of dangerous goods.
Tolling Customer Ombudsman
Organisation that provides free and independent alternative dispute resolution service for customers and Queensland’s toll road operators.
Fuel price monitoring
ACCC service that monitors the price of fuel products and handles complaints about anti-competitive conduct (such as price fixing).
Fuel quality monitoring
Australian Government service that handles enquiries about fuel quality.
Role of workplace services and organisations Organisation Role Workplace Health and Safety Queensland
Regulator of workplace health and safety, as well as the safety of amusement rides, and industrial and construction equipment.
Fair Work Ombudsman
The national workplace relations regulator, dealing with pay, leave, employment conditions, awards and workplace laws.
Queensland Industrial Relations Commission
Commission that decides trading hours outside the minimum allowable hours. Including public holidays and for special displays and exhibitions, such as home shows and expos.
Roles of telephones, internet services and pay television organisations Organisation Role Do Not Call Register
Australian Government service that lets you register to avoid getting unsolicited phone calls from telemarketers.
Telecommunications Industry Ombudsman
Independent mediator for resolving complaints about phone and internet services, including disputes about billing and property access
Australian Communications and Media Authority
Australian Government body which accepts complaints about television (including pay TV) content.
Organisations the provide financial and insurance services Organisation Role Australian Securities and Investments Commission (ASIC)
Australian Government body that can hear complaints about services such as banking, investments, credit or insurance.
Australian Financial Complaints Authority
Dispute resolution scheme for financial services. Assists consumers and small businesses to reach agreements with financial firms about how to resolve their complaints. AFCA considers complaints that previously would have been handled by the Financial Ombudsman Service, the Credit and Investments Ombudsman
and the Superannuation Complaints Tribunal.
Australian Financial Security Authority (AFSA)
Australian Government service that can assist you if you go bankrupt.
Role of advertising and marketing regulators Organisation Role Australian Direct Marketing Association
Industry body that handles complaints about direct marketing, such as telemarketing, door-to-door sales and unsolicited mail.
Advertising Standards Bureau
Industry body that hears complaints about discrimination, sexuality, language and violence in advertising and helps the industry regulate itself.
Regulators of the electricity, gas and water services Organisation Role Energy and Water Ombudsman Queensland
Independent mediator that can help you resolve complaints with your energy provider.
Electrical Safety Office
Organisation that regulates and monitors safety issues in the electrical industry.
Role of the medical services regulators Organisation Role Queensland Health complaints
Hears complaints about hospitals and other public medical services
Safe Food Queensland
Organisation that regulates the primary production and processing of meat, eggs, dairy and seafood in Queensland. It also ensures Queensland's food production systems meet national food safety standards.
Office of the Health Ombudsman
Independent statutory body that hears complaints about a health service provider or a health service provided to consumers, their family or someone in their care.
Organisations that hear complaints for travel services Organisation Role Airline Consumer Advocate
Independent service that hears complaints about air travel services from the major domestic airlines
Range of Training services regulators Organisation Role Australian Skills Quality Authority (ASQA)
Monitors training providers and takes complaints on training and assessment products, outcomes and services provided by training organisations.
Queensland Training Ombudsman
Provides a free, confidential, and independent service to review and resolve enquiries and complaints from apprentices, trainees, student, employers and other parties about the vocational education and training system in Queensland.
Veterinary services information for Queenslanders Organisation Role Veterinary Surgeons Board
An information service to consumers and veterinarians on the conduct of veterinary science in Queensland.
Consumer video resource
Before lodging a formal complaint,
watch our video for tips on: using your consumer rights
resolving a dispute with a trader
how we handle complaints