1. ASK FOR A SENIOR PERSON.
Be aware that your first point of contact
is rarely a person who can bring about change, so venting to them is probably pointless. Calmly ask to speak to someone more senior who may be able to do something about the situation.
2. PUT IT IN WRITING. In most cases, your letter will reach a person who can make a difference. Remember that most companies want happy customers.
3. CONTACT THE INDUSTRY BODY OR INDUSTRY OMBUDSMAN. For those businesses that are not represented by an industry body, the Commonwealth or state ombudsman can step in – if you’re not sure who to call, contact Choice on 1800 069 552.
4. CONTACT THE RELEVANT GOVERNMENT AGENCY. Should steps 1 to 3 fail, make your complaint known to a relevant government-funded consumer body, such as the Department of Fair Trading in your state. Before you make calls to follow up your case, it’s important to write a letter clearly detailing your complaint, the actions taken and the correspondence and responses to date.
5. CONTACT THE GOVERNMENT TRIBUNAL. Your last resort is to contact a government-funded tribunal. Choice spokesperson Christopher Zinn stresses the importance of keeping a detailed account of actions leading to this point.
“If it looks like there will be a challenge,a good paper trail shows you are serious.”
