If you are experiencing a problem you should attempt to resolve the issue with the business or trader before contacting this office.  If you are unable to resolve the issue you may wish to contact the Office of Regulatory Services for some tips on how your complaint may be resolved.  If you complaint warrants further investigation, you will be asked to lodge a written complaint with this office.

There are several steps you should take in attempting to resolve a complaint with a business or trader such as:

• Contact the business as soon as you have a problem.
• Identify the exact nature of the problem.
• Ensure you have copies of receipts, warranties, and any other relevant documentation.
• Explain the problem calmly and in as much detail as possible.
• Tell the business or trader how you would like the problem resolved.
• Allow enough time for the business or trader to investigate the problem and respond to your complaint.

If you are not satisfied with the way your complaint was handled, you may wish to write to an appropriate person within the business such as a manager.  If you decide to write a letter of complaint to a business ensure that you:

• include your name and contact details;
• include the date and place where the problem occurred;
• describe what happened without getting lost in minor detail;
• explain what action you have already taken to resolve the problem;
• ask for a response to your letter within a certain timeframe;
• end your letter with with words such as 'I look forward to your response';
• sign and date the letter;
• attach copies of any other letters you have written about the problem;
• attach copies of reciepts, warranties and any other relevant documentation; and,
• keep a dated copy of any letters you send.

If your complaint has been considered fully by the business or trader and has not been resolved to your satisfaction, you may wish to contact this office or a relevant external complaint handling body such as the Telecommunications Ombudsman.  If you want this office to investigate your complaint you need to lodge it in writing including the same information as described above.  You should note that sometimes there are circumstances where consumer complaints are not able to be investigated, for example where:

• a consumer has not made a reasonable attempt to resolve the matter with the trader or business first;
• the matter is being handled under a law of another authority such as the Australian Taxation Office or Department of Health;
• goods or services are bought for business purposes;
• a dispute exists between two traders or businesses;
• goods are not normally used for personal, domestic or household use such as farm equipment;
• goods and services are advertised and purchased outside of the A.C.T.; or
• legal action has commenced.

If you are an A.C.T. resident and have a problem with a product or service purchased in another Australian State or Territory, you can discuss the matter with this office and/or lodge an offficial complaint.  This office will follow the normal complaint handling processes and endeavour to conciliate with the business or trader to resolve the complaint.  If we are unable to conciliate the matter for you we will contact the relevent State or Territory complaint handling organisation where the transaction took place for assistance and any further information.  If the complaint is transferred to that organisation for conciliation the business or trader and yourself will be notified.