1. Chapter 10:
Making a Complaint

2. What is a consumer complaint?
Where a consumer expresses their dissatisfaction with the goods or services received and seeks compensation.

3. Why do Consumers Complain?
False claims about products and services
Misleading information about products and services
Faulty goods & services
Goods delivered not as ordered
Overcharging & incorrect weights

4. Consumer Complaints
Soles fall off a new pair of shoes after only 2 weeks
What rights does the consumer have?
Shoes are not of merchantable quality- entitled to a replacement or refund

5. Consumer Complaints
2. Glue purchased for repairing a china teapot fails to stick on the handle
What rights does the consumer have?
Glue is not fit for its purpose-replacement or refund

6. Consumer Complaints
3. A box states that the shirt colour is white but has a black shirt in it.
What rights does the consumer have?
Shirt is not as described-replacement shirt

7. Consumer Complaints 4. a car breaks down after being serviced
What rights does the consumer have?
Mechanic acted as if she/he was unqualified- full & proper service as well as possible compensation for inconvenience.

8. Consumer Complaints
5. An ad for a holiday states that the hotel is 5mins from the beach but it is actually 30mins away from the beach
What rights does the consumer have?
Information is misleading- maybe entitled to compensation as determined by ITAA.

9. What is a contract?
An agreement between the seller and the consumer which promises that in return for payment by the consumer, the seller will provide services or goods of merchantable quality which are fit for their purpose.
Contract

10. What are the stages in seeking Redress?
Identify the problem and gather all proof of purchase
Contact seller indicating action required and see manager.
Put complaint in writing and enclose copies of receipts

11. What are the stages in seeking Redress?
4.Contact sellers trade association and give full details
5. Contact ombudsman/media
6. Bring seller to small claims court or district court
7. Possible compensation

12. It is important that the consumer can prove that an attempt was made to settle the dispute before contacting the ombudsman or small claims court registrar.

13. Letter of complaint 9- point plan
Address and telephone number
Date
The name & recipient's address
Greeting
introduction
Letter of Complaint
9- Point Plan

14. Letter of complaint 9- point plan
Main Body
Item purchased
problem
Action required
Proof of purchase
Follow up
Close
Signature and title
Letter of Complaint
9- Point Plan

15. What is a credit note?
It is given by the seller to the buyer to show the amount owing or paid has been reduced

16. Does a credit note have to be accepted?
It doesn’t have to be accepted if the goods were faulty as in this case the consumer is entitled to a full refund.
Credit Note

17. When is a credit note acceptable?
If goods are returned sometime after purchase because they were the wrong colour or size, a credit note is acceptable when the seller is obliging the customer but doesn’t have to do so as the product or service is not flawed.
Seller is not obliged by law
Good for business as it keeps the customer happy