An international student in Perth says she was "pressured" to sign release papers by a tow truck driver who towed her car even though it was driveable after a hit-and-run prang.
Brazilian Bruna Azevedo said she was stressed and confused after the January 4 crash on Windan Bridge in East Perth when she signed the forms presented to her.
"I thought these guys were part of the police and [authorities]," she told ABC Radio Perth.
"I didn't know they were a private company at all."
Despite the fact her car was not badly damaged and was still able to be driven, Ms Azevedo said she was "rushed" into signing forms to have the car towed and had to pay $1,250 for the vehicle to be released.
According to the state government's 2022 Towing Industry Consultation Report, it is common for WA tow truck operators to wait on busy highways for accidents, or use spotters to attend a crash before competing companies can get there.
"These tow trucks were just waiting and then they rushed me to sign a paper literally like two minutes after the crash," Ms Azevedo said.
"So I was not thinking clearly, of course — they were pushing me.
"I had to pay $1,250 — the car stayed there for one day, and the car was driveable.
"So I could have driven home, because the hit was not too intense, so the car was not [badly] damaged."
Dob them in: Minister
Acting Transport Minister John Carey said the towing company's behaviour was "appalling".
"I encourage anyone who finds themselves in this situation to report it to Consumer Protection or the Department of Transport," he said.
Last year, Consumer Protection invited more than 6,000 stakeholders to engage in consultation on reforms in the tow truck industry, which received 37 formal submissions and more than 400 survey responses from industry participants, consumers, insurers, and government agencies.
About 90 per cent of survey respondents agreed the industry should be regulated to protect people involved in crashes and to combat "bad behaviour" and price gouging.
Ms Azevedo said she planned to make a formal complaint.
According to Consumer Protection WA, tow truck drivers are not allowed to intimidate or use "unfair tactics" to get someone to sign an authority-to-tow form.
People have the right to complain about a towing company under Australian Consumer Law if the driver's behaviour is "misleading, deceptive or unconscionable".
More reforms in 2023
Last year the West Australian government implemented the first stage of major reforms to the tow truck industry, which included mandating that tow truck drivers disclose the maximum fees the car owner would be liable for and prohibiting them from charging undisclosed, additional fees.
But Mr Carey said the government was working on further reforms and legislative changes for 2023 to address other concerns about behaviour within the industry.
He said these included price caps, banning spotter fees, a requirement for tow truck drivers and towing providers to be authorised to prevent the "wrong people entering the industry", and tougher penalties for breaches.
"The second tranche we are currently working on will include legislative changes, which means we can go further and stronger in our reforms," Mr Carey said.
Ms Azevedo said the whole experience was "frustrating" and put a heavy financial strain on her.
"[It seems] they just approach people who are more vulnerable," she said.
"I have never faced a crash before, but something has to change — they're scammers."
Last year, WA Police investigated a series of attacks within the state's tow truck industry, including arson attacks, stabbings, and serious assaults.
