Consumer complaints
When to make a consumer complaint
You can make a complaint about a Queensland business if:
- they sell you a product or service that does not meet standards
- you are a trader, or work for a service provider, and know of a business selling products or services that do not meet standards.
You can make a complaint about a business in another Australian state or territory if:
- you live in Queensland and they sell you a product or service that does not meet standards.
See the standards that products and services must meet and the types of products and services that are covered.
Steps for making a complaint
- Make a complaint directly to the seller or service provider.
- Make a complaint to the industry group that represents the seller or service provider.
- Make a formal complaint to us (the Office of Fair Trading).
Direct complaint – step 1
Try to fix the problem directly with the seller or service provider as soon as possible.
Follow these steps:
- Understand your rights and what standards they have not met.
- Decide what you want to get from them to make it right (e.g. a refund or repair).
- Collect proof of the sale and of the problem (e.g. receipts from when you paid for the product or service and photos or video of the fault).
- Contact the provider and tell them the problem and the outcome you want.
If you complain over the phone
When you complain over the phone:
- write down the name of the person you speak to
- write down the date and time of your call
- write down what they tell you
- consider following your call up with a letter if your complaint is serious.
Sample phone script
Good morning/afternoon.
I would like to speak to someone to make a complaint about a product/service I bought from your company recently.
On [date], I bought [describe the product or service] at [location] on [date].
I’m unhappy with it because [explain the problem].
To fix this, I would like you to [tell them what you want, e.g. refund].
If you make your complaint in writing
When you write a complaint:
- keep your letter or email short and easy to understand
- use facts and keep your emotions out of it
- send copies of your receipts and photos (keep the originals)
- tell the them you want a reply in 10 working days
- keep a copy of your letter or email.
Example complaint letter for products
[Your name]
[Your address]
[Your phone number or email address] (How you want to be contacted)
Customer Services Manager (if you don't have a contact name)
[Company name][Company address line 1]
[Company address line 2]
[Company address line 3] [Postcode]
Dear [Contact Person or Customer Service Manager],
[Account number, goods purchased model number etc.]
On [date], I bought [describe goods] at [location, date and other important details of the transaction].
I am disappointed because [it/they has/have] not performed well because [explain the problem; for example, the product does not work properly, I was billed the wrong amount, something was not disclosed properly or was misrepresented, etc].
To resolve the problem I would like you to [state the action you require e.g. refund, repair etc.].
Enclosed is a copy/are copies of the [receipt, contract etc].
I look forward to hearing from you by [date – 10 working days after receiving this letter or email is a reasonable time for a response]. I would like this problem to be resolved between us. However, if we are unable to resolve the matter I will refer it to the Office of Fair Trading.
Please contact me at the address or phone shown above.
Yours sincerely
[Sign]
[Print your name]
[Date]
Enclosures: [state documents you have enclosed, if any]
Cc: [Include name and company if are sending a copy of this letter to someone else]
Example complaint letter for services
[Your name]
[Your address]
[Your phone number or email address (how you want to be contacted)]
Customer Services Manager (if you don't have a contact name)
[Company Name]
[Company address line 1]
[Company address line 2]
[Company address line 3] [Postcode]
Dear [Contact Person or Customer Service Manager],
[Account number, services purchased etc.]
On [date], I [bought, rented, was provided with etc.] a [service performed etc.] at [location, date and other important details of the transaction].
I am disappointed because [the service you provided, your service etc.] was [unsatisfactory, unfinished, defective etc.] because [explain the problem as you understand it giving as much detail as possible].
To resolve the problem I would like you to [state the action you require e.g. refund, service performed again, rectified etc.].
Enclosed is a copy/are copies of the [receipt, contract etc].
I look forward to hearing from you by [date – 10 working days after receiving this letter or email is a reasonable time for a response]. I would like this problem to be resolved between us. However, if we are unable to resolve the matter I will refer it to the Office of Fair Trading.
Please contact me at the address or phone shown above.
Yours sincerely
[Sign]
[Print Your Name]
[Date]
Enclosures: [state documents you have enclosed, if any]
Cc: [Include name and company if are sending a copy of this letter to someone else]
Complaint to an industry group – step 2
Many businesses belong to an industry group that looks after complaints. If you have tried to contact the seller or service provider and you are still having trouble, you should contact their group. View our list of the most commonly contacted industry groups or see the Australian Competition and Consumer Commission’s business directory for a list of all groups.
Official complaint to the Office of Fair Trading – step 3
If you cannot resolve your problem (by talking to the seller or service provider or their industry group) you can make a complaint to us.
Types of complaints
We receive most consumer complaints. We do not receive complaints about:
- dangerous goods
- amusement rides
- gas (with the exception of bulk hot water)
- explosives
- fireworks
- drugs
- poisons.
If you do not know whether we will consider your complaint, fill out a complaint form and lodge it with us anyway.
If we cannot conciliate or investigate your complaint, you should seek legal advice.
How to make your complaint
Make a general consumer complaint
To make a general consumer complaint:
- fill out the online complaint form
or
- post a consumer complaint form to us.
Make a complaint about an unsafe product or service
Fill out the unsafe product complaint form and post it to us.
After you make a complaint
We will attempt to contact you within 10 working days to:
- tell you that we got your complaint
- give you a reference number
- ask to give your contact details to the provider (if necessary). If you say no, we might not be able to help you.
If your complaint turns into an investigation, we will keep you informed.
How the Office of Fair Trading will try to resolve your complaint
We will try to resolve your complaint by talking to you and the seller or service provider. We will try to fix your complaint in less than 30 days. We cannot force the provider to pay you (only a court or tribunal can do that) but we can act as a go-between.
When a provider has broken the law, we can:
- ask for their help to fix the problem
- get them to follow the law in future
- formally warn them
- warn others not to deal with them
- fine them money
- take them to court
- ban them from working (court order).
The action we take depends on if the provider:
- did it on purpose
- tried to fix the problem for you before we got involved
- treated other people unfairly as well
- has been breaking the law for a long time
- has done it before.
If your complaint is not resolved
If we cannot help you fix your problem, we will call or write to you to let you know and explain what your options are (e.g. you may be able to take your complaint to the Qld Civil and Administrative Tribunal (consumer and trader dispute) or another governing body). If your complaint is about a product or service that cost you a lot of money, you might be best to take private legal action.
Contact us about your complaint
You can contact us about your complaint by phone, email or post.
By phone
Call 13 QGOV (13 74 68) Monday to Friday 8am to 6pm.
By email
Email BrisbaneOFT@deedi.qld.gov.au.
By post
The Office of Fair Trading
GPO Box 3111
Brisbane QLD 4001
