About Consumer Protection
Learn more about consumer protection in WA.
When you're ready make a quick enquiry.
- Our Process
- For People
- For Business
FreePhone case assessment
Let’s talk about your situation confidentially. We will need to discuss your circumstances in detail to understand what has happened so far to tell you if we can help or not. Get the process started now, by requesting a free call back.
Book appointment with our lawyers
If it's clear consulting a solicitor you will help your situation, we can identify the right one for your case and arrange a convenient appointment for you. We will review any documents you send us, and brief the solicitor before you arrive to maximise your time with them.
In depth consultation
At your meeting the solicitor will be able to indicate the outcome they expect to achieve and the legal pathway they would take with you to ensure the best possible outcome based off past cases and experience.
Sound legal advice & pathway forward
Armed with confidence in your lawyer, sound legal advice and a fixed fee quote for representation throughout the process you can then decide if you would like the team to act on your behalf to represent you through the process.
The sooner you act the better.
Leaving things to the last minute makes it more difficult for your legal team to obtain the best possible result.
Solicitors with consumer protection experience.
Meet with lawyers who understand the laws and legislation for consumers.
- Past Cases
- Good Results
- Happy Clients
Taking legal action
- Our lawyers can help.
How do I make a complaint?
The first thing you should do is contact the business. You can write a letter or contact the business over the phone or by email. When you contact the business you should include:
- What the problem is.
- What you want them to do about it.
- When the problem should be resolved.
- Your contact details.
You should retain copies of:
- Receipts.
- Letters.
- Emails.
- Records of telephone conversations.
If you don’t get the response you want you should contact the Department of Commerce to make a formal complaint.
Department of Commerce
If the issue isn’t resolved you can make a formal complaint to Consumer Protection. When the Department of Commerce receives a complaint it looks at what the dispute is and whether the law has been broken.
Consumer Protection will contact each party to try and find a resolution to the problem. They try to resolve the complaint within 30 days.
Consumer Protection will give you a chance to tell your side of the story. While they aren’t allowed to give orders about what should be done, they will suggest whether the complaint is valid or not.
State Administrative Tribunal and Courts
If the Department of Commerce is unable to resolve your complaint you are allowed to take the complaint to the State Administrative Tribunal or start a civil action.
The sooner you act the better.
Leaving things to the last minute makes it more difficult for your legal team to obtain the best possible result.
Solicitors with consumer protection experience.
Meet with lawyers who understand the laws and legislation for consumers.
- Past Cases
- Good Results
- Happy Clients
Taking legal action
- Our lawyers can help.
When someone makes a complaint
As a business owner you should know what your rights and obligations are.
If someone contacts you with a complaint you should find out whether you are obligated to comply with what the customer is asking. If their complaint is valid you should do what you can to remedy the situation. If the customer is not entitled under law to what they are asking for, it is up to you to decide what you want to do.
You should keep a copy of:
- Receipts
- Letters
- Emails
- Records of telephone conversations
Department of Commerce
If the issue isn’t resolved the consumer is allowed to make a formal complaint to Consumer Protection. When the Department of Commerce receives a complaint it looks at what the dispute is and whether the law has been broken.
Consumer Protection will contact each party to try and find a resolution to the problem. They try to resolve the complaint within 30 days.
Consumer Protection will give you a chance to tell your side of the story. While they aren’t allowed to give orders about what should be done, they will suggest whether the complaint is valid or not.
State Administrative Tribunal and Courts
If the customer is still unhappy after the Department of Commerce complaint process they may be allowed to take their complaint to the State Administrative Tribunal or start civil action.
If the customer does this you should consult a lawyer immediately. We may be able to negotiate with the customer on your behalf or represent you in court.
What if the consumer owes me money?
If the customer owes you money you are entitled try and get it back. The first thing you should do is contact the customer to ask for what you are owed.
If the customer refuses to pay you, you are entitled to start legal proceedings. If you decide to sue it is strongly advised that you consult a lawyer as soon as possible.
Alternative Dispute Resolution
Small business owners are entitled to request Alternative Dispute Resolution (ADR) as an alternative to going to court. This process is more informal and can help preserve business relationships.
If you are thinking of commencing ADR you should consult a lawyer to find out all your options.
The sooner you act the better.
Leaving things to the last minute makes it more difficult for your legal team to obtain the best possible result.
Solicitors with consumer protection experience.
Meet with lawyers who understand the laws and legislation for consumers.
- Past Cases
- Good Results
- Happy Clients
Our Process
FreePhone case assessment
Let’s talk about your situation confidentially. We will need to discuss your circumstances in detail to understand what has happened so far to tell you if we can help or not. Get the process started now, by requesting a free call back.
Book appointment with our lawyers
If it's clear consulting a solicitor you will help your situation, we can identify the right one for your case and arrange a convenient appointment for you. We will review any documents you send us, and brief the solicitor before you arrive to maximise your time with them.
In depth consultation
At your meeting the solicitor will be able to indicate the outcome they expect to achieve and the legal pathway they would take with you to ensure the best possible outcome based off past cases and experience.
Sound legal advice & pathway forward
Armed with confidence in your lawyer, sound legal advice and a fixed fee quote for representation throughout the process you can then decide if you would like the team to act on your behalf to represent you through the process.
The sooner you act the better.
Leaving things to the last minute makes it more difficult for your legal team to obtain the best possible result.
Solicitors with consumer protection experience.
Meet with lawyers who understand the laws and legislation for consumers.
- Past Cases
- Good Results
- Happy Clients
For People
Taking legal action
- Our lawyers can help.
How do I make a complaint?
The first thing you should do is contact the business. You can write a letter or contact the business over the phone or by email. When you contact the business you should include:
- What the problem is.
- What you want them to do about it.
- When the problem should be resolved.
- Your contact details.
You should retain copies of:
- Receipts.
- Letters.
- Emails.
- Records of telephone conversations.
If you don’t get the response you want you should contact the Department of Commerce to make a formal complaint.
Department of Commerce
If the issue isn’t resolved you can make a formal complaint to Consumer Protection. When the Department of Commerce receives a complaint it looks at what the dispute is and whether the law has been broken.
Consumer Protection will contact each party to try and find a resolution to the problem. They try to resolve the complaint within 30 days.
Consumer Protection will give you a chance to tell your side of the story. While they aren’t allowed to give orders about what should be done, they will suggest whether the complaint is valid or not.
State Administrative Tribunal and Courts
If the Department of Commerce is unable to resolve your complaint you are allowed to take the complaint to the State Administrative Tribunal or start a civil action.
The sooner you act the better.
Leaving things to the last minute makes it more difficult for your legal team to obtain the best possible result.
Solicitors with consumer protection experience.
Meet with lawyers who understand the laws and legislation for consumers.
- Past Cases
- Good Results
- Happy Clients
For Business
Taking legal action
- Our lawyers can help.
When someone makes a complaint
As a business owner you should know what your rights and obligations are.
If someone contacts you with a complaint you should find out whether you are obligated to comply with what the customer is asking. If their complaint is valid you should do what you can to remedy the situation. If the customer is not entitled under law to what they are asking for, it is up to you to decide what you want to do.
You should keep a copy of:
- Receipts
- Letters
- Emails
- Records of telephone conversations
Department of Commerce
If the issue isn’t resolved the consumer is allowed to make a formal complaint to Consumer Protection. When the Department of Commerce receives a complaint it looks at what the dispute is and whether the law has been broken.
Consumer Protection will contact each party to try and find a resolution to the problem. They try to resolve the complaint within 30 days.
Consumer Protection will give you a chance to tell your side of the story. While they aren’t allowed to give orders about what should be done, they will suggest whether the complaint is valid or not.
State Administrative Tribunal and Courts
If the customer is still unhappy after the Department of Commerce complaint process they may be allowed to take their complaint to the State Administrative Tribunal or start civil action.
If the customer does this you should consult a lawyer immediately. We may be able to negotiate with the customer on your behalf or represent you in court.
What if the consumer owes me money?
If the customer owes you money you are entitled try and get it back. The first thing you should do is contact the customer to ask for what you are owed.
If the customer refuses to pay you, you are entitled to start legal proceedings. If you decide to sue it is strongly advised that you consult a lawyer as soon as possible.
Alternative Dispute Resolution
Small business owners are entitled to request Alternative Dispute Resolution (ADR) as an alternative to going to court. This process is more informal and can help preserve business relationships.
If you are thinking of commencing ADR you should consult a lawyer to find out all your options.
The sooner you act the better.
Leaving things to the last minute makes it more difficult for your legal team to obtain the best possible result.
Solicitors with consumer protection experience.
Meet with lawyers who understand the laws and legislation for consumers.
- Past Cases
- Good Results
- Happy Clients
