Resolving Consumer Complaints
Steps You Can Take to Try Resolve a Problem
1.) Talk to the Business About Your Concerns
Let the company know about your issue. Check to see if the company has a toll free number for complaints. If the problem is not fixed, contact the business in writing to let them know what your concerns are. You can start with the person closest to the problem. If you are unsuccessful, see if there is a complaints contact for the company or a manager who can help. Click here for tips on how to write an effective complaint letter.
2.) Keep a Record of Your Conversations
Keep a record of your conversations, who you spoke with and when, and what was said. Send any written communication in a way that can confirm it has been sent and received. For example, fax, e-mail or registered letter.
3.) Give the Company Time to Fix the Problem
It may take a while for the company to respond to your complaint. Allow time for your complaint to be reviewed and replied to.
4.) Ask Us If We Can Help
If the complaint falls under the law we administer you can submit a written complaint to us. To find out more about how we enforce our legislation, visit our enforcement page.
If the complaint does not fall under the law that we administer we can provide you with assistance and referrals to other agencies that may be able to help. To see what resources are available to you, check out our How Can We Help Directory for referrals and resources. Your local Better Business Bureau may also be able to provide you with assistance in settling the problem if the business is a member of theirs.
Another option is to initiate a complaint using our online dispute resolution (ODR) process. This is a convenient and cost effective tool to that allows you to resolve your issue online. All you need is access to a computer and an email address. Through ODR you can describe your complaint, the resolution you are seeking and even upload pictures and documents. To find out more, visit our online dispute resolution webpages. Our staff will be happy to help you with the process. View our video on ODR.
Please note can we review individual complaints but we generally do not prosecute cases for individuals. We give priority to complaints of obvious public interest that affect many individuals and involve significant losses or vulnerable and elderly victims.