Your business will be, at one time or another, in the position of dealing with a customer who is unhappy about the goods or services provided. Whether the complaint is justified or not, your response to it can have a big impact on your business.

A complaint provides your business with an opportunity to improve your services.

If a consumer seeks the assistance of Consumer Affairs in resolving a complaint, we will provide advice and if required attempt to conciliate a dispute to obtain a fair outcome in relation to the provisions of the Consumer Affairs and Fair Trading Act and Australian Consumer Law (ACL)

The following fact sheet may provide you with some assistance when handling a dispute.

  • Handling Customer Complaints - pdf | word 

The following Fact Sheet and Complaint Form are made available to consumers.

  • Consumer Complaints and Disputes -  pdfword 
  • Consumer Conciliation Request - pdfword