If you believe you have been treated unfairly by a business in Australia and you have not been able to resolve the problem directly with the business concerned, you 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 forresponse.
Online complaint
Please allow 10 working days for acknowledgement.
Online complaints can be submitted to Australian fair trading agencies in:
An online complaint facility will shortly be available in simplified Chinese language.
Complaint by phone
You can lodge a telephone complaint while you are in Australia by ringing the Australian Consumer Affairs and Fair Trading Hotline 1300 552 263 (local call cost within Australia). The call will be automatically forwarded to the fair trading agency in the state or territory from which you are calling.
If you need an interpreter, please ring the Translating and Interpreting Service on 131 450 (free call within Australia). You will need to first say the language you require (in English). You will then be placed in a conference call with a translator. Through the translator, ask to have your call connected to the fair trading agency in the state or territory in which your 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(except public holidays).
In your home country
Your country also has laws to protect your consumer rights. If you are not satisfied with what you have purchased from travel agents in your home country, you can contact your relevant government authority or travel industry association.