Resolve a problem

The repair, replace, refund problem solver helps you understand your consumer rights and the steps you can take to resolve a problem.

Go back to the business and ask them to fix the problem

This may involve a repair (fixing the problem), replacement (compensation), or refund. If it is a major problem or can’t be fixed within a reasonable time you can choose. This is when the service:

  • has a problem that would have stopped someone from purchasing it if they had known about it
  • is substantially unfit for its common purpose and can't be easily fixed within a reasonable time
  • does not meet the specific purpose you asked for and cannot be easily rectified within a reasonable time
  • creates an unsafe situation.

See our repair, replace, refund page page for further information.

If the business refuses to do anything about it, consider asking to speak to the manager or writing the business a complaint letter.

For help on how to write a complaint letter see our Writing a complaint letter page.

If direct contact with the business fails, you may wish to:

View a mobile version of this tool

More information

Consumer rights & guarantees