How to lodge a fair trading complaint in Victoria
Fair trading complaints in Victoria are handled by Consumer Affairs Victoria (CAV). You can lodge a complaint online, by phone, or in writing if a trader has breached the Australian Consumer Law — for example, misleading conduct, faulty goods, or unfair contract terms. CAV may attempt conciliation before escalating to VCAT or enforcement action.
The framework
The Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) as applied in Victoria by the Australian Consumer Law and Fair Trading Act 2012 (Vic).
The process
Try to resolve the issue directly with the trader
Contact the trader in writing (email or letter) setting out the problem, what you want (refund, repair, replacement), and a reasonable deadline (usually 14 days).
Gather your evidence
Collect receipts, contracts, photos of defective goods, screenshots of advertisements, and any correspondence with the trader.
Check that CAV handles your type of complaint
Consumer Affairs Victoria handles complaints about goods, services, motor vehicles, residential building, and estate agents. Some matters (e.g. financial services) go to AFCA instead.
Lodge your complaint with Consumer Affairs Victoria
Submit your complaint online via the CAV website, call 1300 55 81 81, or visit a regional office. Provide the trader's details, your evidence, and the outcome you want.
Receive your complaint reference number
CAV will acknowledge your complaint and provide a reference number. Keep this for all future correspondence.
CAV assesses the complaint
CAV reviews the complaint to determine whether it falls within their jurisdiction and whether the trader may have breached the Australian Consumer Law.
Conciliation between you and the trader
If appropriate, CAV will contact the trader and attempt to conciliate the dispute. This is voluntary — the trader is not compelled to participate.
Accept or reject the conciliation outcome
If the trader offers a resolution during conciliation, you can accept or reject it. If you reject it, CAV will advise you of your next options.
Apply to VCAT if conciliation fails
If the complaint is not resolved, you can apply to the Victorian Civil and Administrative Tribunal (VCAT) for a binding determination. Filing fees apply.
CAV may take enforcement action
For serious or widespread breaches, CAV may take its own enforcement action against the trader, including infringement notices, enforceable undertakings, or court proceedings.
Common mistakes
- Not attempting to resolve the issue with the trader first — CAV expects you to try
- Lodging with CAV when the complaint relates to financial services (AFCA handles those)
- Not keeping written records of communication with the trader
- Missing VCAT limitation periods — most consumer claims must be filed within 3 years
- Confusing a product warranty with a consumer guarantee under the ACL
Get this process right with Quillio
Quillio helps you draft letters of demand to traders, prepare VCAT applications, and identify which consumer guarantee applies to your situation. See /practice-areas/consumer-lawyers or start a free trial.
This guide is general information about lodging a fair trading complaint in Victoria — not legal advice. Seek professional advice for complex disputes or significant amounts.
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