-
To complain takes time and energy - don't waste yours.
Go back to the trader or service provider first- Getting help
- Some steps to guide you
- What do all these phone numbers mean?
Go back to the trader or service provider first
- You must always give the service provider or trader that you want to
complain about a reasonable opportunity to fix the problem.
- In fact, most alternative dispute resolution agencies will not accept your
complaint unless you can show that you have done this.
- If your first approach to the company is not successful, go higher.
- If the company is part of a franchise or larger group, you can also contact the head office.
- TOP OF PAGE
Some steps to guide you
- 1. Facts, records and notes
- Get your facts right. Keep records of what happened; keep
copies of any letters, dockets, receipts; keep a note of phone
calls. Be prepared before you call or go in.
2. Ring directly
- Ring the person, company, organisation or agency directly.
- 3. Complaint handling policy and procedures
- Ask what the company's complaints policy and procedures are,
- so you can work out who to contact if you are getting nowhere.
- (A company that is serious about resolving customer complaints will have
one, and it is good to know this information from the beginning.)
- 4. Keep your cool
- Put your case calmly and clearly.
- 5. Notes
- Keep notes of what you are told.
- 6. Go higher
- If you aren't happy with what you are told, ask to speak with
- someone higher up. This might be a supervisor or manager,
- or the complaints or customer relations area.
- 7. Get names and times
- If you cannot speak with someone higher up then and there,
ask for their name, ask for them to give you a call back and get an
undertaking on when that is likely to happen. If they don't return
your call, you then know who to ask for if you have to ring
again, or who to send a letter, fax or email to.
- 8. Where to after that?
- If you are still not happy after putting your complaint to
this more senior person, ask what your further options are.
- 9. Putting it in writing
- If you need to write a complaints letter and are not sure how to get
started, you can use our sample letter as a guide.
- 10. Independent external disputes resolution agencies
- You should be told about any external agency that can take your
- complaint. If not, ask.
- TOP OF PAGE
Getting independent help
- If you have tried to sort the problem out with person, organisation,
company or service directly and you are still unhappy, use Complaintline
to contact someone who can help you.
- Be aware of these things -
1. Lodging your complaint
The way you make your complaint will be different from place to place.
Some agencies take complaints in writing only.
Others are set up for you to lodge your complaint over the phone or
even online.
- Some cannot take your complaint until the company you are complaining
about has had a certain time to fix the problem.
- Where we know this information, we have included it for you.
- 2. The cost to you
- Most agencies will not charge you, but some do. You should ask.
Where we are aware of costs, we will alert you to them.
- 3. Codes of practice / conduct
- More and more industries are putting out an industry code of practice
or code of conduct.
- By reading the code for the industry you are complaining about, you will
have a better idea of your rights and the company's obligations.
- These are important documents. Look for them on our site.
- Click here for more on codes of practice.
- 4. What help can you get?
- You can use our sample format as a guide if you need to put you
complaint in writing.
- Some schemes have staff who will help you put your complaint together.
- You will still need all of the information you had when you contacted the
company.
- You can also get help in putting your case from some community
agencies.
- 5. Let the company know you are going to the external complaints agency
- After you have contacted the external dispute resolution agency, it's a
good idea to send a copy of your complaint (or a note saying that you
have complained) to the company you are at odds with. Most would really
prefer to sort it out themselves, so, if they know you have
complained to an external agency, they are likely to move more quickly
to fix your problem.
- TOP OF PAGE
What do all these phone numbers mean?
- 1800 / 1300 / 13 / 1900 / 0500 / TTY / TIS phone and fax numbers
- What do all of these mean when you make the call?
- These numbers can be confusing. And, the cost to you the caller will differ.
1800 numbers are free to callers. Sometimes this number is just for
people ringing from outside the capital city (metro area) and within the
state or territory.
- If you ring a 1300 or a 13 number, you are charged the local call cost -
even if you are ringing long distance.
- Watch out for 1900 numbers. They can cost you between 35c and $5 a
minute. Listen for the call rate at the beginning of the call and hang up
if you don't want to pay it.
- 0500 numbers are quite new.
- The advantage for businesses that have 0500 numbers is that they are
portable (they can be used Australia-wide).- The cost to you the caller will vary depending on where the person is -
- it could be local or it could be STD. You should ask when you call.
- TTY numbers are for people who are deaf or hearing impaired.
- TIS numbers are for people whose first language is not English.
- These numbers put them in touch with translation services.
Go from here to CATEGORIES HOME TOP OF PAGE