It can be hard to make a complaint with the trader sometimes. But there´s no need to be nervous. If you like you can call us or come into one of our local offices for information on your rights and advice on how to solve the problem.
Making a complaint by phone
Sometimes a phone call may be all it takes to sort out a problem. If you decide to make your complaint by phone:
- make a note beforehand of what you want to say
- have receipts and other documents handy
- write down the name of the person you speak to
- take note of the date and time you make the complaint and what you said
- if the matter is serious, follow up your call with a letter.
Making a complaint in writing
If you don´t have any luck by phone or in person, or you´d just prefer to write to the trader, make sure you:
- include where and when you bought the item or service
- describe the item or service
- include how much it cost
- explain what is wrong and any action you have already taken, including to whom you spoke and what happened
- say what you want done to change the situation (e.g. a refund or repair, or the job done again without charge)
- set a deadline for when you want the matter resolved
- consider using registered mail so you can be sure your letter was received
- keep copies of any letters you send.
- Send photocopies not original documents such as receipts and guarantees.
- Follow up with a reminder letter if you don´t get a reply the first time.
Working with Fair Trading
Fair Trading can give you advice on how to solve the problem. Simply contact us on 13 QGOV (13 74 68) or visit one of our local offices.
If you´ve already spoken to Fair Trading but you´d like more help, you will need to lodge a written complaint with us as soon as possible. You can lodge a complaint online or call 13 QGOV (13 74 68) for a complaint form. Advocacy and support organisations can lodge a complaint for you if you sign it.
Once you have lodged a written complaint, Fair Trading can contact the trader for you, and try to settle the matter through conciliation.
Where there is evidence of a possible breach of legislation, Fair Trading can investigate and take action.
Last reviewed 11/04/2013