Complaints Policy

At Perfect Pets, every breeder undergoes rigorous verification before being listed. If we identify warning signs, receive a complaint or become aware of a concern, we investigate and take appropriate action. We have removed breeders from Perfect Pets and have no qualms about doing so if we learn that their practices do not comply with our standards or the aims of our platform. We’re committed to helping pet lovers connect with responsible breeders and pet service providers who genuinely care about the animals they breed and work with.

Is an animal in immediate danger?

Contact the relevant animal welfare authority or police immediately. Find urgent animal welfare and reporting contacts for your state or territory.

What do you need to do?

The breeder, rescue or service is listed on Perfect Pets: report the concern to Perfect Pets. Depending on the nature of the concern, it may also need to be reported to the relevant authority or registering body.

You need to contact the relevant authority or registering body: use our Australia-wide reporting contacts to find the appropriate RSPCA, government agency, consumer claims body or dog or cat registering organisation.

You are suspicious about a pet-related website: check our Pet Scam Alerts or submit the website for investigation.

How to make a complaint

If you have a concern about anyone listed on Perfect Pets, please submit a complaint with the following information:

The name of the breeder, rescue, or service, and any relevant profile or listing details.
A summary of the situation or issue.
Any evidence supporting your concern, such as veterinary reports, photographs, records, emails or other relevant communication.

What happens next

Once we receive your complaint, a member of our team will acknowledge receipt by email and let you know if any additional information is needed, usually within 24–48 hours. We will investigate thoroughly and contact the appropriate authorities if necessary. If the complaint is about a breeder, the breeder’s registering council or association will also be notified. While we undertake to complete investigations as quickly as possible, some cases take longer than others depending on the circumstances.

Resolving issues directly

If you are having issues with a breeder, it is usually best to contact them directly in the first instance. Open and respectful communication often leads to positive outcomes for everyone involved. However, you should not delay reporting serious animal welfare concerns, suspected cruelty, neglect, threats or potentially unlawful conduct to the appropriate authority.

Scope of our support

Because of our reputation and commitment to animal welfare, pet lovers often contact us when they have been scammed or have experienced issues with a breeder who is not listed on our website. The support we can offer can often be limited when the issue occurred outside the Perfect Pets platform and the organisations we're affiliated with. To support pet lovers more generally, we provide a list of verified scam websites targeting pet lovers, which is updated every 48 hours. We also provide Australia-wide contacts for reporting complaints and concerns, including phone and email contacts for the RSPCA and government agencies in each state and territory.

Suspicious activity and Pet Scams

If you are suspicious about a pet-related website, please check our Pet Scam Alerts, where you can search the list of verified scam websites. You can also submit a suspicious website to us and our team will investigate it.