> Consumer advice  > Making a complaint  > Before lodging a complaint

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• Talk to the trader
• Write to the trader
• Sample letters
• Complaint to a builder
• Complaint to a car dealer
• Complaint to a general retailer
• Complaint to a mail order company

First, you should try to resolve the problem by talking directly to the trader. Explain the problem and offer solutions that will satisfy you.

If you are not successful, put the problem and your solutions in writing to the trader (addressed to the manager) and ask for a written response within a reasonable time limit. You must give the trader a reasonable opportunity to fix the problem.

Talk to the trader

Most complaints are resolved quickly and effectively by talking to the trader in a calm and courteous manner.

• Get your facts straight - gather receipts, contracts (read through the contract), etc.
• Speak to the trader as soon as possible. Tell the trader what is wrong and what you want them to do to fix the problem. If possible talk to the manager or someone in authority. Be calm and courteous - but be firm.
• Keep a record of the names of the people you speak to and dates of contact.

If this fails you should then write to the trader.

Write to the trader

If you are unable to resolve your complaint with a trader by telephone or in person, the next step is to write to the trader. Remember the following important points.

• Ensure that you write promptly, delays can sometimes affect your rights.
• Make sure that you write to the correct company or business and address the correspondence to the Manager.
• Include your name and contact details.
• Quote any relevant account, customer, or invoice numbers and state the date and place of purchase.
• Clearly identify the problems, be brief but specific. Quote the date of events and all the relevant circumstances surrounding your complaint without getting lost in minor details.
• Include copies of relevant documentations such as receipts, order forms, or other proofs of purchase. (Be sure that you keep the originals.)
• Provide a copy of any independent expert reports that you have or advise that you will be seeking independent expert advice.
• Be clear about what you want the trader to do to solve your complaint and set a deadline for their response (eg two weeks).
• Ensure you keep a copy of your letter.

Four sample letters of complaint have been drafted to assist you.

Sample letters

Writing a letter to the trader outlining your complaint helps you to clarify the problem and serves as a record of your attempt to try and settle the matter.

The four different sample letters below have been produced to assist you in writing your own letter to the trader.

Complaint to a builder

  Before Lodging a Complaint (builder) (127 KB PDF file)

Complaint to a car dealer

  Before lodging a complaint (car dealer) (138 KB PDF file)

Complaint to a general retailer

  Before lodging a complaint (general retailer) (120 KB PDF file)

Complaint to a mail order company

  Before lodging a complaint (mail order company) (121 KB PDF file)

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Resources

Legislation for making a complaint

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