Talk it over

Learn how you can resolve an issue with a product or service that you have bought from a trader that is not satisfactory and does not meet consumer guarantees.  
 

Tips on how to handle a problem with your purchase

Contact the organisation about your problem

You can talk to or write a letter or email to the appropriate person which can include:

  • the owner
  • a manager
  • the customer relations manager.

Suggest a resolution to your problem

It is important that you calmly, clearly and logically explain your problem about the product or service.

Discuss ways in which the organisation can resolve your problem, which can include:

  • replacing the item
  • giving you a refund
  • fixing the faulty workmanship.

You should also listen to any possible solutions from the organisation as well. This could result in a mutually agreeable outcome.  

Final things to remember

After you have contacted the organisation about your problem remember to:

  • give them a reasonable timeframe to resolve the problem
  • give your contact details to the organisation
  • be polite and professional. 

Please be aware, we will not be able to take your complaint further if you have not tried to resolve the problem with the business first.

Lodge a complaint

If you cannot reach a settlement, you can lodge a complaint with us either:

Sample complaint letters

You can use our following sample complaint letters as a guide. All you have to do is:

  • amend the letter for your matter
  • date the letter
  • print a copy for your records.

Our sample letters cover:

  • product complaints
  • service complaints
  • builder or trade complaints.
     
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