Why won't the groomer brush the mats out?

Because doing so on a severely matted coat is painful and prolonged, and it risks brush burn and skin tearing. Welfare guidance in the industry is clear that clipping is the humane option beyond a certain point, and a groomer who explains that is doing the right thing even though the dog comes home looking very different.

How often does a long-coated dog need grooming?

It depends entirely on the coat, and the honest signal is whether you can get a comb to the skin. If you cannot, it is overdue. Most long or curly coated breeds need professional attention every few weeks alongside brushing at home, and skipping the home half is what produces matting between appointments.

Who to hire for a matted dog coat

Short answer

A professional groomer. If the matting is tight to the skin, expect them to recommend clipping the coat off rather than brushing it out, and understand that this is the kind option: de-matting a severely matted dog is painful, takes hours, and can cause skin injury. A groomer who refuses to de-mat is following welfare guidance, not being unhelpful.

Soon, not tonightIt will not usually get cheaper by waiting, and it is rarely worth an after-hours rate.

When it is someone else

Calling the wrong trade costs an attendance fee to be told so. These are the cases where this problem belongs to someone other than a Pet Groomer.

your vet
the matting is severe, the skin underneath is broken or infected, or the dog cannot be handled safely. Some dogs need sedation to be dematted safely, and only a vet can provide it.

What to do before anyone arrives

Check the skin under the mats if the dog will let you. Sores, hot spots and parasites are common under matting and change who should see the dog first.
Do not cut mats out with scissors. Skin tents into the mat and vet visits for lacerations from exactly this are routine.
Note whether the dog has been groomed before and how they handled it.
Be honest about the dog's temperament. A groomer who is surprised is a groomer who gets bitten.

What to ask when you book

Will this need a full clip, and what will the dog look like afterwards?
What is the additional charge for de-matting, and how is it calculated?
Do you handle anxious dogs, and what do you do if the dog cannot cope?
Would you recommend the vet first?

What changes the price

No dollar figures here: this directory holds no price data and an invented range is worse than none. What follows is what makes one of these jobs cost more than the same job next door, which is the part you can actually use when comparing quotes.

Coat type and severity of matting.
Dog size.
Time required, which for a bad coat is hours rather than an hour.
Temperament and whether two people are needed.

What you can do yourself

Is this licensed work?

Pet grooming is not licensed in Australia. Animal welfare legislation in every state does apply, and grooming that causes unnecessary pain can fall within it.

There is no national register. Search the licence number with the regulator for the state the work is happening in.

NSWNSW Fair Tradingbuilders, electricians, plumbers and specialist trades
VICBuilding and Plumbing Commission, and Energy Safe Victoria for electricalbuilding practitioners and plumbers; electricians are Energy Safe Victoria
QLDQueensland Building and Construction Commission (QBCC)building and most trade contractor licences
WABuilding and Energybuilders, electricians, plumbers and gas fitters
SAConsumer and Business Servicesbuilding work contractors and supervisors
TASConsumer, Building and Occupational Services (CBOS)building and occupational licences
ACTAccess Canberraconstruction occupations licensing
NTNT Government building practitioner registrationbuilding practitioners and electrical workers

Licensing thresholds and certificate requirements differ by state and change with amending regulation, so this page describes the mechanism rather than quoting a figure. The regulator’s own page is the current answer.

Common questions

Who should I hire for a dog with a matted coat: A professional groomer. If the matting is tight to the skin, expect them to recommend clipping the coat off rather than brushing it out, and understand that this is the kind option: de-matting a severely matted dog is painful, takes hours, and can cause skin injury. A groomer who refuses to de-mat is following welfare guidance, not being unhelpful.
Why won't the groomer brush the mats out?: Because doing so on a severely matted coat is painful and prolonged, and it risks brush burn and skin tearing. Welfare guidance in the industry is clear that clipping is the humane option beyond a certain point, and a groomer who explains that is doing the right thing even though the dog comes home looking very different.
How often does a long-coated dog need grooming?: It depends entirely on the coat, and the honest signal is whether you can get a comb to the skin. If you cannot, it is overdue. Most long or curly coated breeds need professional attention every few weeks alongside brushing at home, and skipping the home half is what produces matting between appointments.

Find a Pet Groomer near you

2,171 pet groomers in this directory, ranked on published evidence rather than on advertising.

Who to hire for

General information about who does what, not advice about your specific job. Licensing, consumer law and council rules differ by state and change; the regulator for your state is the current source. More guides to hiring a tradesperson.