Complaints Policy

At Perfect Pets, 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.  If there are any warning signs, complaints or concerns, we investigate and take appropriate action.  We have removed breeders from Perfect Pets, and have no qualms doing so if we learn that they are not reputable, if they are large scale breeders, or if there are other concerns that means they don't fit with the aims of our platform.  

 

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.
  • Evidence supporting your concern (e.g. vet reports, photos, records, emails or other relevant communication).


What happens next

Once we receive your complaint, one of our team will acknowledge receipt by email and let you know if any additional information is needed (usually within 24-48 hrs). We will investigate thoroughly, and contact the appropriate authorities if necessary. The registering council or association will also be notified if the complaint is about a breeder. While we undertake to complete investigations as quickly as we can, 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.

 

Scope of our support

Because of our reputation and commitment to animal welfare, pet lovers often contact us when they've been scammed or have had issues with a breeder that is not listed on our website.  Unfortunately, we are very limited in the support we can offer if the issue took place outside of the Perfect Pets platform.  In response to this, and to support pet lovers more generally, we now provide a list of verified Scam websites targetting pet lovers that is updated every 48 hours (more below).  We also have a list of contacts Australia-wide to report complaints and concerns.  This includes phone numbers 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 refer to our Pet Scam Alerts where you can check a list of scam websites. You can also report a suspicious website and our team will investigate.

 

Perfect Pets is dedicated to supporting a safe, supportive, and trustworthy community for all pet lovers. If you need any further information about our complaints process, please get in touch.