If things go wrong - resolving the dispute yourself
If you have a motor vehicle related dispute there are several things you can do.
- Contact the trader and try to resolve the dispute yourself.
- Contact an organisation that may be able to give you appropriate advice.
- Contact a relevant industry association which have dispute resolution services for their members.
- Lodge a complaint with Consumer Protection
1. Contact the trader
It is best to attempt to resolve the issue with the trader first. Make sure you know your rights and responsibilities.
Generally, we will not investigate a complaint until you have made an effort to resolve the complaint yourself.
Talk to the trader. Be calm and courteous. Explain the problem and offer solutions that will satisfy you (refund your money, replace the item, carry out warranty repairs, rectify faulty workmanship).
Take along any relevant documents such as contracts, receipts or quotations.
If you are not successful, put the problem and what you want done to fix it in writing to the trader and ask for a written response. You should give the trader an opportunity to fix the problem.
2. Contact other organisations that may assist
The following organisations may be able to provide advice to you in resolving disputes:
Licensing Services, Department for Planning and Infrastructure will look at disputes regarding the licensing of your vehicle.
Contact details:
| Hotline | 9216 8000 Fax 9216 8001 |
| Address | 441 Murray Street, PERTH WA 6000 |
| corporate@planning.wa.gov.au | |
| Website | www.dpi.wa.gov.au/licensing/ |
Consumer Credit Legal Service (WA) Inc (CCLS) provides advice and counselling on credit related issues, including vehicle finance, credit cards and vehicle loans.
Contact details:
| Hotline | 9221 7066 Fax 9221 7088 |
| Address | Level 1, 231 Adelaide Terrace, PERTH WA 6000 |
| cclswa@iinet.net.au | |
| Website | www.consumersonline.gov.au/ |
Citizens Advice Bureau will provide a free confidential, impartial information and referral service to any person or organisation, and offer free assistance from a variety of experts. The Bureau provides a legal advice service in family law matters, consumer queries, debt, criminal and personal injury matters.
Contact details:
| Hotline | 9221 5711 Fax 9221 5356 |
| Address | 25 Barrack Street, PERTH WA 6000 |
| cab@cabwa.net.au | |
| Website | www.cabwa.com.au |
Chamber of Commerce and Industry Western Australia
Contact details:
| Hotline | 9365 7555 Fax 9365 7550 |
| Address | 180 Hay Street, EAST PERTH WA 6004 |
| info@cciwa.com | |
| Website | www.cciwa.com |
3. Contact an industry association
Industry associations can also provide advice and assistance.
Motor Trade Association of Western Australia Inc
Contact details:
| Hotline | 9345 3466 Fax 9345 3465 |
| Address | 224 Balcatta Road, BALCATTA WA 6021 |
| mtawa@mtawa.com.au | |
| Website | www.mtawa.com.au |
Royal Automobile Club of WA
Contact details:
| Hotline | 131 703 Fax 9436 5046 |
| Address | 823 Wellington Street, WEST PERTH WA 6005 |
| Website | www.rac.com.au |
4. Lodge a complaint with Consumer Protection
If you have not been able to get any satisfaction by approaching the trader, you can make a formal complaint to the Department of Commerce.
We will advise you, and where appropriate, attempt to negotiate a resolution to the dispute.