While visitors are in Australia, they are covered by Australia's consumer protection laws which require all businesses to treat consumers fairly.
Travellers who believe that they have been treated unfairly by a business in Australia and have not been able to resolve the problem directly with the business concerned can lodge a complaint with a consumer protection agency in Australia.
The following tourist complaint services operate on an Australia-wide basis and automatically forward complaints to state and territory fair trading agencies for response.
Lodging a complaint online
The Department of Resources, Energy and Tourism collects information assist visitors to Australia to provide feedback about their experience within Australia through the Tourism Customer Feedback SmartForm.
Travellers who believe that they have been treated unfairly by a business in Australia and have not been able to resolve the problem directly with the business concerned can submit a complaint online by completing one of the forms below.
This information will be provided to Australian state or territory fair trading organisation, accreditation program or other relevant agencies.
Please note that 10 working days for acknowledgement should be allowed once a form is completed.
An online complaint facility will shortly be available in simplified Chinese language.
Lodging a complaint by phone
Travellers who wish to lodge a telephone complaint while they are in Australia can call the Australian Consumer Affairs and Fair Trading Hotline 1300 552 263 (local call cost within Australia).
Callers who require an interpreter can lodge their complaint via the Translating and Interpreting Service on 131 450 (free call within Australia).
Callers to the Translating and Interpreting Service must specify the language they require (in English) before they are placed in a conference call with a translator.
hrough the translator, callers must ask to have their call connected to the fair trading agency in the state or territory in which the problem occurred.
Please note that consumer protection agencies in each Australian state and territory generally operate between 9.00 am and 4.30 pm (local time) Monday to Friday (excluding public holidays).
Lodging a complaint from a traveller's home country
Most countries have laws to protect the consumer rights of their residents who travel to other countries. Travellers who are not satisfied with their purchase made through a travel agent in their home country should contact their relevant government authority or travel industry association.
More information
For more information about how to lodge a complaint, contact Tourism Division at touristcomplaints@ret.gov.au.