Unfortunately, you've tried to work out your problem with the cleaner and it's not going well. In Australia there is no state agency that regulates the dry cleaning industry in regards to customer complaints.
There may be a number of reasons why a member of the public would complain about an issue with a drycleaner. These could be;
- Poor quality
- Inadequate repair work
- Delays in return of item
- Incompetent or discourteous staff
- Billing errors
- Deceptive or misleading advertising
- False representation by staff
Should you be faced with any of the above or other problem with your drycleaning and the drycleaner is not responding to your requests for remediation, you can ring the DIA on 1300 134 511 or fill in the contact form below.
The Drycleaning Institute of Australia Ltd will assist in resolving complaints against its members.
Please provide all relevant information to the DIA office for a faster and more complete investigation to be undertaken. Further information on resolving problems is contained in the Customer Complaints Handbook and other resources, listed below.
If a problem has arisen at the drycleaners, it is not always the drycleaners fault. There may be a problem with the fabric, incorrect care labeling, or it may be due to consumer caused action of spills or aged stains. Discussing the matter with your drycleaner will help to identify any potential risks and outcomes.
The Department of Consumer Affairs will refer you to one of the following:
Drycleaning Institute of Australia (DIA)
DIA has a customer complaint mediation program to assist with problems involving cleaners who are association members (a list of members is on this website). Use the webform below or e-mail the DIA office (email@example.com) with a description of your problem and the name of the cleaner and we will forward you a mediation form. Please note that DIA is a voluntary association and has no jurisdiction over nonmembers.
Taking further action
Contact the ACCC or another third party: If you are still having difficulty resolving a complaint, you may want to seek assistance. The best place to go will depend on your circumstances.
When the ACCC can help (www.accc.gov.au) The ACCC can give you information about your consumer rights and obligations and suggest possible courses of action you might take. It can also investigate and take action on behalf of affected consumers when a seller or manufacturer fails to meet obligations under the consumer guarantees. State and territory consumer protection agencies If you cannot negotiate a satisfactory outcome with the seller, and your complaint involves a local business, you can contact the consumer protection agency in your state or territory (sometimes called ‘consumer affairs’). They can provide you with information about your rights and options. They may also be able to conciliate (negotiate) between you and the seller to reach a resolution.
Take legal action
Consider getting independent legal advice about what options are available and suit your circumstances. You may be entitled to take your complaint to the small claims court or tribunal in your state or territory.
Submit your enquiry to the Drycleaning Institute of Australia (DIA)