How to file a consumer complaint with the ACCC
You report a consumer issue to the Australian Competition and Consumer Commission (ACCC) using the online consumer report form. The ACCC enforces the Australian Consumer Law (ACL), found in Schedule 2 of the Competition and Consumer Act 2010 (Cth). The ACCC does not resolve individual disputes — for that, contact your state or territory consumer protection agency.
The framework
Consumer protection in Australia is governed by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), enforced jointly by the ACCC and state/territory consumer protection agencies.
The process
Identify the issue under the ACL
Common ACL breaches include misleading or deceptive conduct (section 18), false representations (section 29), failure to comply with consumer guarantees (sections 51-59), and unfair contract terms (section 23).
Contact the business first
Always raise the issue with the business directly first. Provide a clear written complaint, evidence, and a reasonable timeframe to respond. Most consumer issues resolve at this stage.
Gather your evidence
Collect receipts, contracts, advertising material, photos, emails, and notes of conversations. Documentary evidence is critical for any complaint or dispute.
Decide who to contact
For individual disputes, contact your state/territory consumer protection agency (e.g. NSW Fair Trading, Consumer Affairs Victoria, OFT QLD). For systemic or industry-wide issues, report to the ACCC.
Lodge a state consumer complaint (if individual dispute)
State and territory agencies provide free conciliation for individual consumer disputes. They can also escalate to the relevant state tribunal (NCAT, VCAT, QCAT, etc.).
Lodge an ACCC consumer report (for systemic issues)
Submit an online report at accc.gov.au/consumers/contact-us. The ACCC uses reports for intelligence and may investigate where there is broader consumer harm or industry-wide conduct.
ACCC review
The ACCC reviews reports and prioritises matters that affect many consumers, vulnerable groups, or breach high-priority enforcement areas. The ACCC does not generally resolve individual complaints.
Industry ombudsman options
Many sectors have free industry ombudsman schemes — Telecommunications Industry Ombudsman (TIO), Energy and Water Ombudsman, AFCA (financial). Use these for industry-specific disputes.
Tribunal or small claims
For individual disputes that are not resolved at conciliation, you can apply to the relevant state tribunal (NCAT, VCAT, QCAT, SAT) for a binding determination. Costs are usually low and self-representation is common.
Civil action under the ACL
You can also commence civil proceedings under sections 232-237 of the ACL for damages or injunctions. Legal advice is recommended before taking court action.
Forms and templates
- ACCC consumer report (online)
- State/territory consumer protection complaint form
Common mistakes
- Reporting to the ACCC expecting individual resolution
- Not contacting the business first
- Not keeping written evidence and timelines
- Missing ACL consumer guarantee remedies (refund/replace)
- Confusing warranty terms with statutory consumer guarantees
Get this process right with Quillio
Quillio can help analyse your situation against the relevant ACL provisions, draft a complaint letter to the business, and prepare a tribunal application if needed. See /practice-areas/consumer-law or start a free trial.
This guide is general information, not legal advice. The ACCC enforces the ACL but does not resolve individual disputes. For tribunal or court proceedings, obtain advice from a consumer lawyer or community legal centre.
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