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HOW TO COMPLAIN (ONLINE) Manual April, 2013 By Shorna Moore Suite 10, 2-14 Station Place Werribee VIC 3030 Ph: 03 9741 0198 [email protected]
How to Complain (Online) - Manual
Wyndham Legal Service The Wyndham Legal Service is a free community legal centre, offering legal advice and assistance to people who live, work and study in the City of Wyndham. To make an appointment, please contact the Wyndham Legal Service on 9741 0198.
Disclaimer The information contained in this manual is of a general nature only and is not intended as a substitute for legal advice. The information is current at the time of printing, but may change without notice. The information contained in this manual does not cover every complaint handling agency or service in Victoria.
How to Complain (Online) - Manual
Contents
Energy, Gas, Water 1
Telephone, Fax, Internet 2
Financial, Banking, Insurance 3
Credit, Banking, Insurance 4
Employment 5
Public Transport 6
Consumer 7
Conveyances, Real Estate Agents, Travel Agents 7
Motor Car Traders 7
Owners Corporation Managers, Retirement Villages 7
Second-Hand Dealers, Pawnbrokers 7
Building, Renovators 7
Neighbours 8
Superannuation 9
Health Services (Dentist, doctor, hospital, aged care, nurses) 10
Private Health Insurance (except for quality of service or treatment) 11
Lawyers 12
Education (schools, childcare, children's services) 13
State Government Departments, Local Council 14
Commonwealth Government Departments 15
Discrimination 16
Television, radio, internet 17
Do Not Knock Stickers 18
Do Not Call Register 19
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Energy and Water Ombudsman (Victoria)
If you are unable to resolve a problem with your electricity, gas or water provider, the
Energy and Water Ombudsman (EWOV) can help. The services are free and independent.
Examples of disputes:
the provision and supply of a service
the failure to provide or supply a service
billing
credit
payment arrangements
disconnection and restriction
marketing
transfer
wires, pipes and meters
vegetation management and land
You must try to solve the problem with your electricity, gas or water provider before you make a complaint with the EWOV.
Note: To stop a disconnection relating to electricity and gas, call EWOV immediately and ask
EWOV to stop disconnection (then make online complaint).
The EWOV is open between 8:30am and 5pm, Monday to Friday.
Ph: 1800 500 509 (Free call)
Online complaints form: http://www.ewov.com.au/complaints/new-complaint-form
Web: http://www.ewov.com.au/
Email: [email protected]
Post: Reply Paid 469 Melbourne VIC 8060 (we accept letters in Braille)
Fax: 1800 500 549
Interpreter service: 131 450 (call 1800 500 509 and they will organise an interpreter for you)
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Telecommunications Industry Ombudsman (TIO)
The TIO is a fast, free and fair dispute resolution service for small business and residential
customers who have a complaint about their telephone, fax or internet service in Australia.
Example of disputes:
contracts (i.e. not being provided with enough information before you sign up)
billing
charges and late billing
problems with mobile subscription
text message services
delays in connecting services
repairing faults
debt collection activities (i.e. payment plans and credit defaults)
transfers (i.e. transferring your service from one company to another)
Before TIO can consider your complaint, the telecommunications service provider must
have been given an opportunity to resolve the complaint.
Ph: 1800 062 058
Web: http://www.tio.com.au/making-a-complaint
Online complaints form:
https://login.tio.com.au/CreateMatterForNewComplainantCtx?Id=ad98acfc-e8fc-467d-951c-
5103296eb637
Fax: consumer complaint form to 1800 630 614
Post: PO Box 276, Collins Street West, Victoria 8007
Visit: Level 3, 595 Collins Street, Melbourne
TTY: 1800 675 692
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Financial Ombudsman Service (FOS)
FOS assists with complaints about financial services providers (FSP) including banks, credit
unions and building societies, credit providers, finance brokers, investment and financial
planning services and insurance.
FOS can only assist with complaints if your FSP is a member of FOS.
Search to see if your FSP is a member of FOS http://www.fos.org.au/centric/home_page/members/participating_financial_services_providers.jsp Note: if your FSP is not a member of FOS, contact the Credit Ombudsman Service (COSL) to see if your FSP is a member of COSL (see page 4).
Example of disputes:
Customer service complaints, unjust or unconscionable loan or fees, issuing statements,
debt collection, legal proceedings, arrears and financial hardship Involving:
• Banking
• Credit and loans
• Financial planning
• General insurance and insurance broking
• Investments and stock broking
• Life insurance
• Managed funds
• Mortgage and finance broking
• Pooled superannuation trusts
Before FOS can consider the dispute, the financial services provider must have been given
an opportunity to resolve the dispute with you directly. In most cases, the financial
services provider has up to 45 days to respond to your complaint.
Ph: 1300 78 08 08
Fax: 03 9613 6399
Email: [email protected]
Post: Financial Ombudsman Service Limited, GPO Box 3 Melbourne VIC 3001
Web: http://www.fos.org.au/centric/home_page.jsp
Lodge a dispute: https://forms.fos.org.au/OnlineDispute
Sample complaint letters: https://www.moneysmart.gov.au/tools-and-resources/how-to-complain
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Credit Ombudsman Service Limited (COSL)
COSL provides consumers and small business with a free and external dispute resolution
service as an alternative to legal proceedings for resolving complaints with their financial
service and product providers. COSL members include credit unions, building societies,
non-bank lenders, mortgage and finance brokers, financial planners, investment managers
and debt services.
Search to see if your FSP is a member of COSL http://www.cosl.com.au/Make-a-complaint-intro Note: if your FSP is not a member of COSL, contact the Financial Services Ombudsman (FOS) to see if your FSP is a member of FOS (see page 3).
Example of disputes:
• Banking
• Credit and loans
• Financial planning
• General insurance
• Insurance broking
• Investments and stock broking
• Life insurance
• Managed funds
• Mortgage and finance broking
Before COSL can consider your complaint, the financial services provider must have been
given an opportunity to resolve the complaint. In most cases, the financial services
provider has up to 45 days to respond to your complaint (or 21 days if an application for
financial hardship or where a default notice is issued).
Ph: 1800 138 422 (if you have any questions)
Online complaint form: http://www.cosl.com.au/Make-a-complaint-intro
Post: Case Management Team, C-/Credit Ombudsman Service, PO Box A252 Sydney South NSW
1235
Complaints: (02) 9273 8440
Web: http://www.cosl.com.au
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Fair Work Ombudsman (FWO)
The role of the FWO is to work with employees, employers, contractors and the community
to promote harmonious, productive and cooperative workplaces. The FWO investigate
workplace complaints and enforce compliance with Australia's workplace laws.
The FWO can also advise about entitlements and other workplace laws (see below, Online
enquiry).
FWO may be able to help you if you think you’re:
not being paid the right amount
not getting the right amount of leave or other conditions you’re entitled to
being forced to do things against your will
being threatened by your employer
being discriminated against or sexually harassed in the workplace
in a Sham contract (treated as a contractor rather than employee)
Before you make a complaint to FWO, it’s usually a good idea to talk to your employer (or
former employer) first. Your employer could have made a mistake or doesn’t realise
something they’re doing is creating a problem for you.
Before making a complaint: http://www.fairwork.gov.au/employment/discrimination/information-for-workers/Pages/before-making-a-complaint.aspx Ph: 13 13 94
Web: http://www.fairwork.gov.au/pages/default.aspx
Online enquiry: https://www.fairwork.gov.au/contact-us/email-us/pages/default.aspx
Lodging a complaint
Complaint form: https://www.fairwork.gov.au/complaints/how-to-make-a-complaint/pages/step-
by-step-making-a-complaint.aspx (refer to ‘Step 3’ and complete Workplace Complaint Form)
Post: Send the form, with copies of any supporting documents to: Fair Work Ombudsman,
Complaints Assessment Team, GPO Box 2567, Adelaide SA 5001
In person: to find an FWO office in your area https://www.fairwork.gov.au/contact-us/visit-us/pages/default.aspx
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Public Transport Ombudsman (PTO)
The PTO is an independent dispute resolution body, providing a free, fair and informal
service for the resolution of complaints about public transport in Victoria
PTO can investigate and resolve complaints about:
Ticketing issues (i.e. ticket machines and validators)
Service provision (i.e. punctuality, reliability and cancellations)
Infrastructure - trains, trams and buses
Accessibility of services
Staff conduct or behaviour (i.e. Authorised Officers)
An operator’s use of land or premises
Any other matter consistent with our Charter
PTO does not handle complaints about:
Ticket prices
Transport routes or service frequency
Transport Ticket Infringement Notices
Note: list of matters not covered by PTO: http://www.ptovic.com.au/make-a-complaint/to-
the-pto/what-we-cant-do
If possible, complaints should be raised with the relevant transport operator first. If you
have contacted the transport operator and are not satisfied with the response you
receive, or you do not receive a response within a reasonable timeframe, you can contact
the PTO
Hours of operation: 9.00 am to 5.00 pm - Monday to Friday
Ph: 1800 466 865
Fax: 03 8623 2100
Complaint form (online): http://www.ptovic.com.au/make-a-complaint/complaint-form
Web: http://www.ptovic.com.au/
Post: Public Transport Ombudsman, PO Box 538, Collins Street West, Melbourne VIC 8007
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Consumer Affairs Victoria (CAV)
CAV is a Victorian government agency that protects and promotes the interests of
consumers. CAV conciliates disputes between consumers and traders, tenants and landlords
and enforcing and ensuring compliance with consumer laws. CAV can try to help you reach
an agreement by providing advice or conciliation. However, only VCAT or the courts can
compel a business or landlord to resolve an issue. CAV can advise you about your options
with VCAT or the courts.
Complaints can be made about:
general consumer complaint
conveyances
real estate agents
introduction agents
motor car traders (must be a business)
owners corporation managers
retirement villages
prostitution service providers
travel agents
second-hand dealers (must be a business)
pawnbrokers
product safety
building and renovators (domestic building)
architects
you must have made a reasonable attempt to Before making a complaint with CAV
resolve the dispute with the business or landlord. CAV can only act on a particular dispute
if a formal complaint is made. CAV can only accept a formal complaint about a business or
landlord, not a consumer or tenant.
Business hours: 9:00 am - 5:00 pm, Monday to Friday (except public holidays)
Phone Helpline: 1300 55 81 81
Koori Helpline: 1300 661 511
Lodging a complaint
Webs & Forms: http://www.consumer.vic.gov.au/contact-us/make-a-complaint
Post: Downloadable forms should be printed, completed and mailed to: Consumer Affairs Victoria,
GPO Box 4567, Melbourne VIC 3001
Fax: you can fax forms to the number on the form or, if none provided, to 03 8684 6295.
Email: You may also scan and email them to [email protected]
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Dispute Settlement Centre of Victoria (DSCV)
The DSCV is a free dispute resolution service funded by the Victorian Government. The DSCV
offers advice and tips for dealing with matters yourself. The Centre also provides neutral,
objective mediators to help you resolve disputes of any size or complexity.
Not all disputes are suitable for mediation by DSCV and will be assessed first. Mediation is
voluntary and if either party does not wish to participate then the dispute is not suitable for
mediation. If this is the case, see page 7 (Consumer Affairs Victoria).
Common neighbourhood disputes involve:
fences
trees
animals
noise and drainage
disputes about difficult or anti-social behaviour
workplace disputes
disputes within committees
clubs or Incorporated Associations
Note: DSCV does not deal with disputes under the Family Law Act 1975 (Cth) or involving
family violence.
At your request, DSCV can write to the person you are in dispute with, asking them if they
would like DSCV to get involved. If the other person agrees, the DSCV may be able to help
resolve the matter by speaking to each of you separately over the phone, with suggestions
on how to discuss the issue. These discussions can only occur if the other party agrees, as
participation in all DSCV processes is voluntary.
Address: Dispute Settlement Centre of Victoria, 4/456 Lonsdale Street Melbourne Vic 3000
To locate your local DSCV office visit http://www.disputes.vic.gov.au/dispute-assessment-
advice?q=node/7
Ph: 03 9603 8370 Toll free: 1800 658 528
Email: [email protected]
Web: http://www.disputes.vic.gov.au/
Web (Mediation) http://www.disputes.vic.gov.au/mediation
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Superannuation Complaints Tribunal (SCT)
The SCT is an independent dispute resolution body which deals with a diverse range of
superannuation-related complaints.
Example of disputes:
errors in annual statements
a belief that a death benefit was paid or may be paid to the wrong person or persons
an unreasonable delay in a payment
a miscalculation of a benefit
a refusal to approve a claim for a disability benefit and other complaints relating to
disability benefits
misrepresentations about the terms and conditions of a policy
superannuation contribution amounts notified to the Australian Taxation Office
a refusal to approve an early release of benefits on the grounds of financial hardship,
provided certain legislative conditions have been met
conduct in administering the splitting of a superannuation payment between
spouses in accordance with a binding agreement or Family Court Order
You must first try to have your complaint resolved through the internal complaints
handling arrangements of the relevant superannuation provider.
Lodging a complaint: Click on the link to the Registration of Complaint form below. The Registration of Complaint form allows you to type text. The form can then be printed and sent to the Tribunal. Registration of Complaint form – Death benefit complaint: http://www.sct.gov.au/pages/make-a-complaint/death-benefits-complaints Registration of Complaint form – Disability benefit complaint: http://www.sct.gov.au/pages/make-a-complaint/disability-benefit-complaints Registration of Complaint form – Other complaint: http://www.sct.gov.au/pages/make-a-complaint/all-other-complaints Ph: 1300 884 114
Fax: 03 8635 5588
Email: [email protected]
Post: Superannuation Complaints Tribunal, Locked Bag 3060, MELBOURNE VIC 3001
Web: http://www.sct.gov.au/Default.aspx
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Health Services Commissioner (Health Ombudsman)
The Health Ombudsman provides a free and confidential service. The Health Ombudsman protects your right of access to your health information, conciliates between consumers and providers of services and assists in the resolution of complaints. A patient or a user of a health service may make a complaint. If the patient or user is unable to complain then a relative, friend, health service provider or anyone with sufficient interest may make the complaint. You may bring a complaint against any health service provider. A health service provider named in a complaint may be any person or organisation. Health service providers are:
Dentists
General Medical Practitioners
Specialists
Hospitals (Public and Private)
Physiotherapists or Occupational Therapists
Aged care
Social Workers in a health setting
Nurses
Ambulances
Example of complaints:
Failed to provide satisfactory care
Failed to provide enough information or denied your right to choose
Denied you respect, dignity or privacy
Been negligent or unprofessional
Any other issues about your health service provider
Your first step should be to approach your provider and discuss your concerns. Sometimes this is difficult and the Health Ombudsman can help you with this. If you're still unhappy, then call the office of the Health Ombudsman.
Ph: 03 8601 5200 (Toll Free: 1800 136 066)
Fax: 03 8601 5219
Online complaint: https://hnb.dhs.vic.gov.au/eForms/eForms.nsf/FormsForPreview/CE79C5591332F2D4CA2579C000028089?OpenDocument Web (downloadable complaint form): http://www.health.vic.gov.au/hsc/complaint.htm Email: [email protected]
Post: Health Services Commissioner, 30th Floor, 570 Bourke Street Melbourne, Victoria 3000
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Private Health Insurance Ombudsman (PHIO)
The PHIO provides an independent service to help consumers with health insurance
problems and enquiries. Complaints need to be about private health insurance or a related
matter.
Complaints can be about:
a private health fund
a broker
a hospital
a medical practitioner
a dentist or other practitioners (as long as the complaint relates to private health
insurance)
You should first contact your health fund or the body you are complaining about. They
may be able to resolve your complaint.
Medicare
The PHIO cannot deal with complaints about Medicare. Complaints about Medicare should
be directed to the Commonwealth Ombudsman (see page 15).
Quality of service or treatment
Complaints about the quality of service or clinical treatment provided by a health
professional or a hospital should be directed to the Health Services Commissioner (see page
10).
Telephone Hotline - 1800 640 695 (free call from anywhere in Australia, mobile charges may apply)
Ph: 02 82358777
Fax: 02 8235 8778
Email: [email protected]
Web: http://www.phio.org.au/
Complaint lodgement form: http://www.phio.org.au/complaints/make-a-complaint.aspx#CLFStart
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Legal Services Commissioner (LSC)
The LSC will try and help resolve complaints about lawyers, law practice employees and law
practice. This will usually be done through a dispute resolution process. Importantly, the LSC
can also initiate an investigation of his own accord in cases of possible unsatisfactory
professional conduct or professional misconduct. When the evidence warrants it, the LSC
will also initiate disciplinary proceedings.
Example of complaints/disputes:
lack of communication or rudeness
delays
costs
failure to follow instructions (i.e. due to poor communication)
liens (a legal practitioner’s right to keep a client’s property until he or she pays the
legal practitioner’s fees and disbursements)
unsatisfactory professional conduct or professional misconduct:
o fraud or misappropriation
o gross overcharging
o gross negligence
o conflicts of interest
o acting contrary to instructions
o misleading or dishonest conduct whether in or outside court
Note: There is a six-year time limit for making complaints about a lawyer’s behaviour.
Complaints must be made in writing. You can download a complaint form or write a letter outlining the details of your complaint. Call beforehand if you would like to see if your complaint is one where LSC might be able to assist you.
Ph: 03 9679 8001 OR 1300 796 344 (local call Australia-wide) – Interpreter service available
Fax: 03 9679 8101
Complaint form: http://www.lsc.vic.gov.au/forms-and-publications/forms/
Web: http://www.lsc.vic.gov.au/complaints/making-a-complaint/
Post: GPO Box 492 Melbourne VIC 3001
Address: Level 9, 330 Collins Street, Melbourne VIC 3000
Email: [email protected]
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Department of Education & Early Childhood
Development (DEECD)
A parent can raise a concern or complaint to the DEECD about any aspect of a school’s,
childcare or other children services’ operations. Regional office staff at the DEECD will
respond promptly to complaints received and, where appropriate, immediately
acknowledge, in writing, the receipt of a written complaint. They will, as far as possible,
attempt to resolve the issue raised by the complainant.
Childcare and children’s services include:
long day care
kindergarten
outside school hours care
family day care services
Parents’ concerns and complaints most commonly relate to:
the management of an incident between students at a school
the educational, care or other progress of their child
the development and implementation of school and general education policy
In the first instance, you should take your concern or make a complaint to the service. The service is required to deal with and respond to your complaint in a discreet and timely way. Also, they must tell the DEECD within 24 hours if your complaint alleges that a child's health, safety or wellbeing has been compromised.
Contact details will differ depending on location of provider. Please check website for contact details for each region: http://www.education.vic.gov.au/about/contact/Pages/regions.aspx To make a complaint, complete form and send by post, email or fax (details below):
Parent complaint – Schools (complaint form):
http://www.education.vic.gov.au/about/contact/Pages/complainschool.aspx
Parent complaint – Child care or children’s services: You will need to ask your provider for the
relevant complaint form or call your regional office -
http://www.education.vic.gov.au/about/contact/Pages/regions.aspx
Post: Deputy Secretary, Regional Services Group, C/- Executive Director, Regional Monitoring and
Support Division, GPO Box 4367 Melbourne Victoria 3001
Email: [email protected]
Fax: 03 9637 2180
Web: Schools http://www.education.vic.gov.au/about/contact/Pages/complainschool.aspx
Web: child care or children’s services
http://www.education.vic.gov.au/about/contact/Pages/complainec.aspx#2
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Victorian Ombudsman (State Ombudsman)
The State Ombudsman enquires into and investigates complaints made against any state government authority.
State government authorities include:
All Victorian government departments: o A Local Council o Business and Innovation o Education and Early Childhood Development o Health o Human Services o Justice o Planning and Community Development o Premier and Cabinet o Primary Industries o Sustainability and Environment o Transport o Treasury and Finance.
Statutory bodies: o WorkSafe Victoria o Transport Accident Commission o School Councils o Universities and other tertiary institutions o VicRoads o Legal Services Board
Examples of disputes:
enforcement of parking, building or planning regulations rate and service charges liability claims against Council drainage matters roads, construction, maintenance and closures contracts or agreements with Council building matters planning and subdivisions permits, advertising and zoning
Before making a complaint, you should first try to resolve your concerns with the organisation concerned. Most public bodies have complaint handling processes and can provide you with
advice on how to go about making a complaint or seeking a review.
Note: Unless there are special circumstances, the State Ombudsman does not investigate complaints more than 12 months old.
Online complaint form: http://www.ombudsman.vic.gov.au/www/html/215-complaint-form.asp Web: www.ombudsman.vic.gov.au Ph: 03 9613 6222; Toll Free (regional only): 1800 806 314 Fax: 03 9614 0246 Post: Victorian Ombudsman, Level 9, North Tower, 459 Collins Street Melbourne Victoria 3000 Email: [email protected]
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Commonwealth Ombudsman
The Commonwealth Ombudsman deals with complaints about Commonwealth Government departments and agencies. They can investigate complaints about actions and decisions of Australian Government agencies (such as Medicare) to see if they are wrong, unjust, unlawful, discriminatory or just plain unfair. The Commonwealth Ombudsman also seeks remedies for those affected by administrative deficiency, and acts to improve public administration generally.
The CO also has special responsibilities relating to complaints relating to:
the Defence Force Immigration
Law Enforcement
Taxation
the Postal Industry (see www.pio.gov.au)
Overseas Students in private education and training (see www.oso.gov.au)
The Ombudsman cannot investigate complaints about:
politics private individuals or companies
decisions of courts or tribunals
employment disputes (except in the Australian Defence Force)
actions of State or local governments
actions of government ministers
actions of some government business enterprises
The Commonwealth Ombudsman will usually recommend that you try to sort out your
complaint with the agency before approaching our office.
Complaints can be made in writing, by phone, in person or by using our online complaint form.
Ph: 1300 362 072 (calls from mobile phones at mobile phone rates)
Email: [email protected]
Fax: 02 6276 0123
Post: GPO Box 442, CANBERRA ACT 2601
Office (Melbourne): Level 1, 441 St Kilda Road Melbourne VIC 3004
Web: http://www.ombudsman.gov.au/pages/making-a-complaint/complaints-the-ombudsman-can-
investigate/
Online complaint form: https://forms.business.gov.au/aba/ombudsman/ombudsman-complaint-
form-
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Equal Opportunity and Human Rights Commission
(EOHRC)
If you feel you have been discriminated against, sexually harassed, victimised or vilified, you
or someone on your behalf can make a complaint to the EOHRC. The EOHRC will help
resolve your complaint through their free, fair and timely dispute resolution service.
Complaints to the EOHRC are resolved through a process known as conciliation. The EOHRC
does not have the power to make orders or award compensation.
It is against the law to discriminate against you in employment, accommodation, education,
sport, clubs or provision of goods and services.
It is against the law to discriminate against you because of:
age
illness or injury
marital status
gender
physical features
political belief or activity
race
religious belief or activity
lawful sexual activity
pregnancy
status as a parent or carer
industrial activity
personal association (e.g. as a relative)
Enquiry Line: Ph: 1300 292 153 or 03 9032 3583 Email: [email protected]
Submit complaint online:
http://www.victorianhumanrightscommission.com/www/index.php?option=com_wrapper&view=w
rapper&Itemid=565
Ph: 1300 891 848
Email: [email protected]
Address: Level 3, 204 Lygon Street, Carlton Victoria 3053
Web:
http://www.victorianhumanrightscommission.com/www/index.php?option=com_k2&view=item&la
yout=item&id=1042&Itemid=507
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The Australian Communications and Media Authority
(ACMA)
The ACMA is responsible for the regulation of broadcasting, the internet, radio
communications and telecommunications.
For all the Do Not Call Register matters see page 19.
Examples of complaints:
something you’ve seen on TV
children’s television standards
something you heard on the radio
spam sent to your email address
something you’ve seen on the internet
a text message or something sent to your mobile phone
telephone or internet service provider
television or radio reception
Access to digital television via satellite
interference to radio communications
interference to Mobile Telephone Networks (Network Operators’ Use Only)
interference to radio communications operated under a spectrum licence
unlabelled or non-compliant equipment
cabling - an unregistered cabler or non-compliant work
telemarketing call or marketing fax
the ACMA's quality of service
telecommunication facilities
If you have heard or seen something on radio or television that you think breaches a code,
you must first complain to the station that you heard or saw it on.
Address: Level 44 Melbourne Central Tower, 360 Elizabeth Street, Melbourne Victoria 3000
Post: PO Box 13112 Law Courts, Melbourne Victoria 8010
Ph: 03 9963 6800
Fax: 03 9963 6899
Online/Email enquiries: http://www.acma.gov.au/WEB/STANDARD/pc=PC_122
Online complaint: http://www.acma.gov.au/WEB/STANDARD/pc=CONTACT_COMPLAINTS_OVIEW
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DO NOT KNOCK Stickers
(Consumer Action Law Centre, Victoria Legal Aid, Financial Counselling Australia)
A salesperson who ignores your DO NOT KNOCK Sticker is:
breaking the Australian Consumer Law and the company they represent could be
fined up to $50,000 by a court; and
committing trespass
If a door to door salesperson ignores the sticker you need to take the following details and
lodge a complaint:
Their name
The name of the company they work for
Date and time they came to your door
Note: Please note that if you lodge a complaint, CAV won’t give anyone your name or email
address without your express consent.
Get the sticker: http://donotknock.org.au/take-action/get-the-sticker-2/
Make a complaint: http://donotknock.org.au/take-action/make-a-complaint/
Email: [email protected]
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DO NOT CALL REGISTER
(The Australian Communications and Media Authority)
The Do Not Call Register is a secure database where you can list your numbers to avoid receiving unsolicited telemarketing calls and marketing faxes. Telemarketers and fax marketers are required by law to stop contacting you one you’re on the register.
If you continue to receive calls or faxes you can lodge a complaint with ACMA: It is important to note down and provide the ACMA with:
The time and date of the call or fax
The phone number on which the call or fax was received
Your phone service provider
The details of the call or fax or a copy of the fax.
It is important to remember that registration may not stop all telemarketing calls and
marketing faxes because there are some exemptions under the Do Not Call Register Act.
Some groups can still contact you after you register. These include:
Charities
research companies
political parties
educational institutions
Web: www.donotcall.gov.au
Ph: 1300 792 958
Fax: 1300 793 514
Post: PO Box 42, North Melbourne Victoria 3051
Consumer enquiry: https://www.donotcall.gov.au/enquiry.cfm
Consumer complaint: https://www.donotcall.gov.au/complaint1.cfm