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Make a direct complaint

Before you contact us, try to resolve your consumer complaint directly with the business that sold you the item or service.

Here are some tips to help.

Before you complain

Check your consumer rights under the law. See our consumer rights and responsibilities section.
Be clear about what the problem is and what would be reasonable to get it resolved. Do you want a refund, repair or the job done again free of charge?
Gather evidence, such as proof of purchase (receipts) and evidence of the fault or problem (photos, video footage). Remember that if you cannot resolve the dispute with the trader, you may have to go to court to get a refund. Think about what evidence you would need to give to a judge.
Keep records or even a complaint diary. Use them to list what happened, when it happened and who you spoke to. This will help to jog your memory when you are discussing your complaint.
Make the complaint as soon as possible.

Complaining by phone

If you make the complaint via the telephone:

make a note of what you want to say
have receipts and any other documents handy
get the name of the person you speak to
note the date and time, and what is said.

Be polite but assertive. Focus on the outcome you want instead of feeling angry or annoyed.

After the phone call, follow it up with a letter, particularly if your complaint is serious.

Complaining in writing

When you write a complaint letter or email, you must give clear, factual information about when you bought the item, what went wrong and what you want the seller to do about it.

If you complain in writing:

keep the letter brief and clear using bullet points
describe the item or service you bought
state where and when you bought the item (or when the service was done) and how much it cost
state what is wrong, any action you've already taken, the person you spoke to and what happened
state what you want done to remedy the situation, such as a refund or repair, or the job done again without charge
use registered mail so you can check that they received your letter, or send the letter with proof of posting from the post office
keep copies of any letters you send. Send photocopies, not originals, of receipts or other documents
explain that you would like the business or trader to respond within approximately 10 working days.

Maintain a polite and professional tone. Focus on how you want the problem resolved, not how angry or annoyed you are, and avoid sarcasm.

Taking your complaint further

If you've already spoken or written to the trader or business, and haven’t had a satisfactory response, you can then take your complaint to the industry association that represents them.

See the contact list for consumer complaints.

Last reviewed 18/08/2009