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

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.

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 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 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.

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.

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.