Unhappy with Your Purchase or the Service You Received?

No matter where, what or how you buy, hire or lease goods and services, you are entitled to a fair deal and reasonable satisfaction.

If you are not satisfied with a product or a service that you received, the fastest way to resolve your issue is to follow our list of recommended steps:

Mediation Process

1. You should make a formal complaint to the owner/manager of the business from which you bought the goods/service, stating the problem, the redress you will accept and giving a date by which the matter should be settled.


2. You may then obtain redress or an offer of redress from the supplier.


3. If you are dissatisfied with the redress offered/obtained from the supplier, you may contact the Consumer Affairs Division (CAD) by way of:
   
   • Visit;
   • Telephone;
   • Correspondence letters or email


4. A Consumer Advocate will verify the legitimacy of your complaint.


5. (a) Visit
   1. You will be interviewed by a Consumer Advocate;
   
   
   2. You are required to provide the followingdocumentation;
      • Original receipt and copy ;
      • Other documents relevant to the complaint i.e. warranties, letters sent to supplier or other organisations, etc.
   
   
   3. You will be asked to give a statement of what has transpired, which must be signed by you;
   
   
   4. The interviewing officer will complete a Complaint Form which you are to sign in his /her presence.
   
   
   
   (b) Telephone Call
   1. You may call the CAD and speak with a Consumer Advocate;
   
   
   2. You must have completed steps 1-3 in the Mediation Process;
   
   
   3. The Officer will verify the validity of your complaint;
   
   
   4. The Officer enters the information on an Enquiry Form and directs you to the nearest CAD office if necessary;
   
   
   5. You then proceed to undertake step 5 in the Mediation Process.
   
   
   
   (c) Correspondence
   1. You may send a letter or e-mail to the CAD providing contact information;
   
   
   2. An authorised officer will contact you, if necessary, to obtain further information;
   
   
   3. You will be directed to the nearest CAD office, if necessary;
   
   
   4. Steps 4 - 5 in the Mediation Process will be undertaken.
   
   
   
   

Eligibility Requirements

1. You must have purchased the item/service for individual/ personal/household use;
2. You must NOT have purchased the goods for use in the course of your business;
3. You must have bought the goods from a supplier who sells those goods in the course of a business.

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