Complaint Information

When you complain, make sure to get your facts right and always keep calm. You are much more likely to get matters resolved if you do not loose your temper.

Complaining about goods
Go back to the shop as soon as possible. Take the receipt or other proof of purchase with you. Explain the problem, say what you want done, and set a deadline.

If you are not satisfied, put your complaint in writing. If the shop is part of a chain, write to the head office. Address your letter to 'Customer Service' or the General Manager.

If none of this works, get further advice, or consider whether you want to take the matter further by using mediation services (Community Justice Program) or by going to court.

Complaining about services
Complain to the suppliers, giving them a chance to put the matter right. If you are not satisfied, put your complaint in writing, saying what you want done, and set a deadline. If you are dealing with a large business, address your letter to 'Customer Service' or the 'General Manager'.

You can consider withholding any further money until the problem has been sorted out, but check the small print of any contract you have signed. Be especially careful if you have a credit agreement. If considering withholding money, you should seek further advice.

Keep copies of letters along with a diary of events and a note of any phone calls. Take photographs if necessary.

Consider getting a written independent 'expert' opinion to back up your complaint. The motoring organisations can, for example, provide reports on cars, but any reputable trader with relevant experience can count as an expert. This may cost money, but could be invaluable if you need to take legal action.

If you did not fix a price and you think you have been overcharged when the bill arrives, get quotes from other traders for comparison when you complain. Some may charge to provide a quote. Get further advice if necessary.