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.
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
and it is good to know this
information from the beginning.)
4. Keep your
Put your case calmly and
Keep notes of what you are
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
7. Get names
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
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.
to after that?
If you are still not happy
after putting your complaint to
this more senior person, ask what your further options are.
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.
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
You can also get help in
putting your case from some community
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
a copy of your complaint
(or a note saying that you
have complained) to the company you
are at odds with. Most would
prefer to sort it out themselves, so, if they know you
complained to an external
agency, they are likely to move more quickly
to fix your problem.
These numbers can be confusing.
And, the cost to you the caller will differ.
1800 numbers are free to callers.
Sometimes this number is
people ringing from outside the capital
(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
Watch out for 1900 numbers.
They can cost you between
35c and $5 a
Listen for the call rate
at the beginning of the call and hang up
if you don't want to
0500 numbers are quite new.
The advantage for businesses
that have 0500 numbers is that they are
(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
TIS numbers are for people whose first language
is not English.
These numbers put them in
touch with translation services.