06.How to complain
If a problem arises, try to resolve it with the store first. Talk calmly and assertively (to the manager, if necessary), suggest a resolution and take notes of your conversation, including the name and position of the person you’re talking to.
Give them a short but specific time to respond if they ask for it and if you don’t hear back by the due date or aren’t satisfied with the response, put your complaint in writing to the store’s manager. For help, see our report Letters that get results
If the matter remains unresolved, contact the Australian Competition and Consumer Commission
or your state or territory's department of Consumer Affairs or Fair Trading
for advice. They may assess the matter and act as an informal negotiator. However, they can’t order a party to resolve the complaint — only a court or tribunal can do that. They can only advise on what’s involved in taking the matter further, and that may be to court — if you think it’s worth the effort.