Commissioner for Consumer Protection, Gary Newcombe says consumers unsatisfied with products and services should always try to resolve the matter themselves before contacting his Agency for help.
“This is because in most cases an issue with a business or trader can be resolved pretty quickly just by explaining the situation and offering a mutually acceptable solution,” Mr Newcombe said.
“You should start by talking it over with the appropriate person in the organisation, such as the owner, salesperson or a manager,” he said.
Mr Newcombe said consumers should remember that sometimes the person they were talking to might not be in a position to remedy the situation straightaway “so it’s important to stay polite and, if necessary, ask to discuss the matter with the person in charge”.
“Explain what the problem is and what you want them to do about it, such as a repair, refund or replacement and state when you want it done by,” he said.
“If the phone call or visit to the business doesn’t resolve your issue, then the next step is to follow-up with an email that provides details about the issues and your attempts to resolve it.”
Mr Newcombe said the email should quote the reference, agreement or account number if there was one and should have attached a copy of any receipt, proof of purchase or any other relevant documents.
“A response should be requested within a reasonable timeframe — set a deadline,” he said.
“Failing this, the next step is to find out if there is an organisation responsible for the industry or practice you are having problems with and contact it.”
The Commissioner said in many cases an industry had its own internal complaint resolution body, which could help to resolve complaints or provide advice to consumers.
“If you still can’t reach an acceptable solution, you can make a formal complaint to Consumer Protection,” Mr Newcombe said.
