Consumer Affairs Victoria
Consumer Affairs Victoria provides information and a general complaint process for Victorian consumer and pawnbroking matters.
View the official complaint process ↗Complaints and feedback · Pre-launch
Raise a concern clearly and at no cost.
This process currently covers website information, accessibility, communications, expressions of interest and privacy handling. Watch Equity is not yet conducting pawn transactions through this website.
How the process works
Three transparent steps.
- 01
Tell us what happened
Call and state that you wish to make a complaint. Explain the issue, relevant date, any earlier contact and the outcome you are seeking.
- 02
We record and assess it
The concern will be considered on its facts. We may ask for limited additional information and your preferred response channel.
- 03
Receive an outcome
We aim to provide a written outcome within 30 calendar days. If more time is reasonably needed, we will explain why and provide an updated timeframe.
A fair review
What you can expect.
- No fee. There is no charge for raising a complaint.
- Prompt acknowledgement. We aim to acknowledge the concern promptly and confirm any information reasonably needed.
- Fair assessment. Relevant information and earlier communications will be considered, with a review separate from the original response where practical.
- Representative welcome. You may nominate an authorised representative or support person.
- Privacy respected. Information is used for reviewing, responding to and recording the issue, subject to the website privacy notice.
Please do not send identity documents, bank details or full watch serial numbers unless their necessity and a suitable collection method have first been confirmed.
If the issue is not resolved
Independent information and escalation.
Office of the Australian Information Commissioner
If the Privacy Act applies, the OAIC may be able to consider a privacy complaint after the organisation has had a reasonable opportunity—usually 30 days—to respond.
Read the OAIC process ↗This page does not claim Australian Financial Complaints Authority membership or jurisdiction. A complete operational complaints framework and any applicable external scheme details will be published before transactional launch.