Before Lodging a Complaint
Before lodging a complaint, try to resolve the problem by talking to the trader.
Always remain calm and courteous, speak clearly and be fair but firm. Explain your problem and offer a solution that will satisfy your needs. Many complaints can be resolved quickly and effectively this way.
Ensure your facts are correct. Keep copies of receipts, contracts, quotes and other relevant material. Speak to the trader as soon as possible.
Should discussions with a trader be unsuccessful, a letter addressed to the manager or an alternative senior person, clearly outlining your problem and your proposed solution may help to achieve a resolution. Write promptly as delays can sometimes affect your rights. Your letter should include your name, contact details, and any relevant account, customer, contract or invoice numbers. Be brief, quote dates and be specific. Avoid getting lost in minor details.
Include copies of support documentation, such as invoices, quotations and receipts. Provide a copy of any independent expert reports that you may have, or inform the trader that you will be seeking independent expert advice.
Keep copies of all correspondence and be clear about your expectations of the trader. Set a reasonable deadline for them to respond to your concerns.
If your efforts fail to resolve the problem, you may wish to direct your complaint to a consumer protection agency. Some of the links on this site direct you to an appropriate agency in your area. You could also lodge a formal complaint directly to a court or tribunal. This is often seen a last resort; it may be costly as it usually requires legal representation.
NAITD aims to help you to find a satisfactory solution to any issues you may have, and would like to be kept informed of the progress and outcome of your complaint.
