When to complain
We can only act on a particular dispute if a formal complaint is made. We advise and assist both consumers and businesses; however, we can only accept a formal complaint about a business or landlord, not a consumer or tenant.
We invite written complaints when:
- the consumer or tenant has made a reasonable attempt to resolve the dispute with the business or landlord
- the subject matter is within our jurisdiction and is not more appropriately handled by another body
- consumer or tenancy legislation or the consumer’s or tenant’s contractual rights appear to have been breached
- the complaint has a reasonable chance of being settled
- the Victorian Civil and Administrative Tribunal (VCAT) or the courts have not already ruled on the matter and there is no case pending.
We can try to help you reach an agreement by providing advice or conciliation. However, only VCAT or the courts can compel a business or landlord to resolve an issue. We can advise you about your options with VCAT or the courts.
Conciliation
Conciliation is an informal process to help you and the business resolve the dispute through communication, identifying the issues in dispute and exploring options for resolution.
For more information, view our Resolve a dispute page.
Complaint forms
Use the following forms to help you make an effective complaint.
Our online forms work on Windows and Apple Mac computers. They are compatible with Internet Explorer, Safari and Firefox only. If you have any problems using the online forms, please call 1300 55 81 81.
General consumer issues
Renting
Building and renovating
Owners corporations
Retirement villages
Motor vehicles
Estate agents
For property buyers/sellers/landlords who wish to make a complaint about an estate agent, please use either of the following:
For tenants who wish to make a complaint about a landlord/estate agent, please use the Residential accommodation complaint (PDF, 204KB).
Product safety
Downloadable forms should be printed, completed and mailed to:
Consumer Affairs Victoria
GPO Box 4567
Melbourne VIC 3001
Alternatively, you can fax forms to the number on the form or, if none provided, to 03 8684 6295.
You may also scan and email them to consumer@justice.vic.gov.au.
Helpline
You can call the Consumer Affairs Helpline on 1300 55 81 81, 9:00 am to 5:00 pm, Monday to Friday (except public holidays).
Last updated: 16/05/2012