Find your local agency
Look for the official consumer affairs or Fair Trading agency in the state or territory connected to the purchase or service. Use government websites to avoid unofficial complaint services.
Try the trader first
Most agencies expect you to have contacted the business and clearly requested a remedy before seeking assistance.
Prepare a compact file
Collect proof of purchase, the written complaint, the response, relevant dates and the outcome you want. Keep originals and submit copies where requested.
Understand the limits
An agency may provide information, conciliation or referrals, but may not compel every outcome. Tribunals and courts have different powers and procedures.