Fair Trading & the ICRC

WHAT TO DO IF YOU HAVE A COMPLAINT AGAINST A BUSINESS OR TRADER

Identify the exact nature of the problem.
Find any copies of receipts, warranties and other documentation relating to the purchase and/or goods or services which are the cause of the complaint.
Contact the business as soon as you have a problem - don't delay!
Explain the problem calmly and in as much detail as possible. Tell the business how you would like the problem solved.
Remember, it is important to give the business time to look into the problem and get back to you.
If you are not satisfied with the way your complaint was handled, you may want to write to the appropriate person within the business (such as the manager). If you decide to write a letter of complaint to a business, or to a complaint handling organisation (such as Fair Trading), there are a number of things you need to do:
- include your name and contact details
- include the date and place where the problem occurred
- describe what happened, without getting lost in minor details
- explain what action you have already taken to fix the problem
- ask for a response to your letter within a certain time frame
- end your letter with words such as "I look forward to your response"
- sign and date the letter.
- remember to attach a copy of any other letters you have written about the problem, as well as copies of other relevant documentation
- keep a dated copy of any letters you send.

If your complaint has been considered fully and it is not resolved to your satisfaction, your next step is to telephone Fair Trading or an external complaint handling body such as the Telecommunications Ombudsman (click here for related links).
It is important to note sometimes there are complaints which dispute handling bodies have no power to investigate.
Lodge an official complaint with Fair Trading.