How to resolve a problem

The three steps below can help you resolve a problem. 

If you have a serious concern that requires urgent attention, call our Infocentre or contact the consumer protection agency in your state or territory.

Step 1. Contact the seller or service provider

It is a good idea to formally put your concerns in writing—that way, the seller is clearly aware of the problem and what you want, and you also have a record of your contact.

A letter or email of complaint should:

• explain the problem
• explain the outcome you want
• outline the steps you will take if you and the seller cannot resolve the problem
• ask for a response within a reasonable time—for example two weeks or 10 business days.

Make sure you keep copies of any letters, emails or documents that you send.

Step 2—Contact the ACCC or another third party

If you are still having difficulty resolving a problem, you may want to seek assistance. The best place to go will depend on your circumstances. You can search our Consumer & Business Directory for details of many organisations which may be able to assist. There is a link to the directory in the menu on the left.

When the ACCC can help

The ACCC can give you information about your consumer rights and obligations and suggest possible courses of action you might take. We can also investigate and take action on behalf of affected consumers when a seller or manufacturer fails to meet obligations under the consumer guarantees.

You can contact the ACCC by telephone or you can lodge a complaint or inquiry form electronically.

State and territory consumer protection agencies

If you cannot negotiate a satisfactory outcome with the seller, and your complaint involves a local business, you can contact the consumer protection agency in your state or territory (sometimes called 'consumer affairs'). They can provide you with information about your rights and options. They may also be able to conciliate (negotiate) between you and the seller to reach a resolution.

Industry ombudsmen and dispute resolution schemes

Some industries—including the telecommunications, financial services, energy, water and insurance industries—provide free complaints services through an ombudsman or an independent dispute resolution scheme. Some industries have a national ombudsman (such as the Telecommunications Industry Ombudsman and the Financial Industry Ombudsman) but other industries (such as energy) have an ombudsman or dispute resolution office in each state and territory.  

The ACCC or your local consumer protection agency can provide you with contact details.

Step 3—Take legal action

Consider getting independent legal advice about what options are available and suit your circumstances. Your local community legal centre, legal aid office, or your lawyer could give you some advice.

Small claims courts and tribunals

You may be entitled to take your complaint to the small claims court or tribunal in your state or territory.

Private legal action

For disputes involving large sums of money, you may be able to take private legal action. Make sure that you get legal advice first, as legal action can be expensive and there is no guarantee that you will be successful.