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Consumer complaint checklist

You may find it useful to use this checklist and keep it with you when you make your complaint.

Before you complain

Are you clear about your complaint?

 What’s the fault with what you’ve bought or the service you’ve received? For example, it doesn’t work, it’s damaged, it doesn’t do what it’s supposed to.

What do you want done?

 Decide what you want, for example, a refund, a replacement or repair.

Gather evidence

 Keep any receipts, photos, or packaging that may be relevant.

Keep a diary

List:

  • What happened
  • When it happened
  • Who you spoke to

Act quickly

Report the fault as soon as you can.  Confirm the issue in writing.
Keep a copy for your records

Check your rights

 Have a look on the Consumer Protection website.  If in doubt, contact us

When making your complaint

          Stay calm, even if you are angry

          		Talk to the trader. Assert your rights without being aggressive.  Stay polite but be clear about what you want.

          Keep records

          Keep a copy of any:

          • Receipts
          • Letters
          • Emails
          • Notes from phone conversations

          Complain in person or on the phone

          Remember the person you’re talking to may not be in a position to give you what you want. Stay polite and if necessary ask to discuss the matter with the person in charge. 
          Keep a record of:

          • Who you talk to
          • What you talked about
          • The date

          Follow up with a letter

          Set a deadline

          Explain:

          •  What the problem is
          •  What you want them to do about it
          •  When you want it done by (give a reasonable amount of time)

          Give your contact details

          		 Give them a contact name and telephone number in case they need to contact you.

          Putting it in writing

          If you haven’t resolved your issue with a phone call or visit, follow-up with a letter

          Provide details about the issue and your attempts to resolve it.  (We have produced some sample letters to assist you)

          • Quote your reference, agreement or account number if you have one.
          • Enclose a copy of any receipt, proof of purchase or any other relevant documents.  
          • Don’t send originals.
          • Keep a copy of your letter.
          • Check you have the correct name and address.

          If you don’t get a response

          If talking or writing doesn’t work, contact us to find out who is responsible for the industry or practice you are having problems with

          Contact us for details about the industry body, e.g. board or committee, to contact for your particular issue. Check whether the industry responsible has its own internal complaint resolution body.  Contact the industry association and explain your issue. 

          Making a formal complaint

          If you still can’t resolve the issue, you can make a formal complaint to Consumer Protection 

          You can download a complaint form (PDF 234.5 KB)for mailing or contact Consumer Protection on 1300 30 40 54.

          Find out what happens when you make a complaint.