Complaints

The Product Safety Unit deals with concerns regarding a large number of products sold in WA and information about how to make a complaint is outlined in our Consumer Complaints Guide. However, not all products are regulated by the Product Safety Unit so before you make a complaint it is important to ensure the product is one we can assist you with.

The following table outlines other Government agencies or authorities and the products for which they are responsible:

Department of Agriculture and Food: Agricultural chemicals, including fertilisers.
Department of Commerce - Energy Safety: 240v electrical goods and some gas products.
Department of Health: Food products including the quality and health aspects of food.
Department of Mines and Petroleum - Resources Safety: Explosive products such as party poppers, caps for cap guns, fireworks and other explosive novelty products.
Department for Planning and Infrastructure - Vehicle Safety Branch: Safety aspects of motor vehicles.
Western Australia Police: Weapons, including toys that could be used as weapons.
Local Government Authority: Glass fixtures and fittings, fencing, including pool fencing and other construction related products.
The Radiological Council of WA: Laser pointers, laser products and other irradiating products.

Lodging a complaint

If you think you have been supplied with a product that is banned, restricted or regulated under product safety laws, or if you have serious concerns about the safety of a product you have purchased, you may wish to lodge a complaint with us.

Information you may need to give us

It is helpful if you can provide as much information as possible about the product and why you think it might be unsafe. To begin an inquiry the Product Safety Officer will need information about:

the product, including date purchased, brand name, model number;
where you bought the product, (eg supplier’s name and address);
whether there were any injuries suffered, including the nature of the injury and medical treatment sought; and
whether you contacted the supplier at any stage and the date and response from the supplier.

If you have kept the product, an officer may contact you to arrange to collect it for inspection. It is best that you do not send the product directly to us without letting us know beforehand.

When the Product Safety Unit receives your complaint, it is assessed and assigned to an officer who will conduct an investigation. We will advise you in writing that we have received your complaint and then contact you to discuss the matter further. The officer will begin a preliminary inquiry within 10 working days of receiving your complaint.

Contact us

For further information and advice please call us on 1300 30 40 54. Alternatively, additional information is available from our Unsafe Products – Complaints Guide.