Contacting a business to fix a problem

There are three steps to follow when making a complaint, but the first step is always to contact the business to explain the problem and how you would like it fixed.

Step 1 - Contact the seller or service provider

As soon as possible, contact the business to explain the problem and the outcome you want. In many cases a simple phone call or visit can fix the problem.

The business might ask you for proof of purchase and discuss whether it is a minor or major problem to determine a repair, replacement, or refund.

It is a good idea to write a complaint letter—that way, the seller is clearly aware of the problem and what you want, and you also have a record of your contact.

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 for where to go for consumer help will depend on your circumstances.

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.

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

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.

If you need to contact the ACCC

Contact the ACCC

More information

Resolve a problem
Where to go for consumer help