Issue Date:  -  Friday, 21 July 2006

Retailers told to deal with consumer complaints

Western Australian retailers are being warned that they must take responsibility for complaints or risk being publicly named by Consumer Protection.

Consumer Protection has put retailers on notice after a nearly 75 per cent increase in consumer complaints relating to the retail industry over the past two years.

The biggest increase was in complaints relating to new technology including audio-visual, electrical, computer and photographic equipment.

Consumer Protection Commissioner Patrick Walker said retailers are reaping the benefits of a booming economy and increased population but are neglecting their statutory responsibilities to their customers.

“Consumers have a legal right to a remedy if the goods they purchase are faulty, not fit for the intended purpose or wrongly described,” Mr Walker said.

“But retailers appear to be more interested in selling goods and services than fixing problems,” he said.

“If a retailer sells a customer a faulty mobile phone, television or DVD player, they cannot fob the customer off by referring them directly to the manufacturer. The sales contract is between the retailer and the customer, and the retailer is required to deal with the problem.

“If retailers do not start to take their statutory responsibilities seriously, we will force the issue and publicly name them.”

An analysis of calls to Consumer Protection reveal three common problems:

Retailers automatically referring customers directly to the manufacturer to deal with faulty items;
Delay or failure by the trader to acknowledge that a problem exists; and
Poor communication between the trader and their customer.

Mr Walker said Consumer Protection is keen to work with retailers to ensure they know their legal responsibilities and to put adequate systems in place to deal with their customers.

Mike Winchester (Dip PR WA   AIMM)
Principal Media Liaison Officer
Consumer Protection Division
Dept of Consumer & Employment Protection
Western Australia

L7, 219 St Georges Tce, Perth WA 6000
Locked Bag 14 Cloisters Square, Perth WA 6850

(08) 9282 0961
(08) 9282 0857
0409 118 982
mwinchester@docep.wa.gov.au
www.docep.wa.gov.au