- $11.6 million returned to Western Australian consumers in 2025/26
- 3,800 people received refunds, repairs, or replacements
- Conciliation team helping deliver fast, fair outcomes
Western Australians received a record $11.6 million in refunds, repairs, and replacements last financial year, thanks to the work of a team at Consumer Protection.
The figure represents successful negotiations on behalf of more than 3,800 consumers who sought help with the division of the Department of Local Government, Industry Regulation and Safety after experiencing problems with goods or services.
These included household purchases, home repairs, travel, vehicles, and online shopping, and is $4 million more than what was recovered the year before.
Motor vehicle and caravan complaints accounted for the largest share of redress, with more than $7.1 million returned to consumers who had had problems with purchases and repairs.
Retail, building, and services generated the greatest number of successful outcomes, covering everything from flights and furniture to mobile phones and fitness services. Tenancy disputes resulted in more than $800,000 being returned to renters.
When it came to remedies, more than 62 per cent of consumers received a refund rather than a repair or replacement.
The result shows the real-world impact of the Cook Labor Government's work in helping people resolve disputes and get fair treatment.
Consumer Protection has the authority to receive and investigate complaints, assess the best way to assist, and intervene where needed. Conciliation is a free and informal process that often resolves disputes quickly.
While Consumer Protection cannot compel a trader to provide a particular remedy, the conciliation process is often an effective way to resolve disputes.
Complaints also help the agency identify patterns of behaviour. When signs emerge that a trader may be breaking the law, Consumer Protection can escalate matters through trader intervention or enforcement action to protect the wider community.
More information about consumer rights and how to make a complaint is available on the Consumer Protection website. Enquiries can be made by calling 1300 30 40 54 or emailing consumer@lgirs.wa.gov.au.
Comments attributed to Commerce Minister Dr Tony Buti:
"These refunds, repairs, and replacements are about putting things right for Western Australians when they're entitled to a remedy but aren't getting it.
"Our team at Consumer Protection can step in when people feel stuck or ignored, and this result shows just how often that intervention can make a meaningful difference.
"While Consumer Protection can't force a business to give a refund or repair, the agency's role is to conciliate and help both sides reach a fair outcome.
"Often, their involvement is enough to get things moving again, and when it isn't, the Magistrates Court provides a low‑cost option that consumers can pursue."
Comments attributed to Commissioner for Consumer Protection Trish Blake:
"More than 3,800 successful outcomes means more than 3,800 Western Australians received the outcome they were entitled to, whether that was a refund, repair, or replacement.
"This is an incredible result for Western Australian consumers and a testament to the dedication of our conciliation officers, who work tirelessly every day.
"Their work doesn't just resolve individual disputes; it also helps identify broader issues, so Consumer Protection take action where businesses are not meeting their legal obligations, and this helps to restore trust in the marketplace."
