Steps to Take before Lodging Your Complaint with the OCP

Even careful buyers sometimes encounter problems with goods they have purchased or a service they have utilised. If you have a consumer related query, you can follow the process below:

First go back to the business

  • CONTACT the business you dealt with as soon as possible
  • IDENTIFY the specific problem and support it with evidence such as the damaged item, the contract or receipts. When working with documents, keep the originals and work only with copies
  • BE CLEAR on how you want your complaint to be resolved. Would you like a refund, repair or something else
  • FIRST TRY to resolve the matter directly with the person responsible for the transaction
  • IF THIS FAILS, go up the line of authority as far as necessary (manager, customer service representative, etc.)
  • DOCUMENT your steps. Write down the details of your complaint. Note to whom you spoke and the date on which the conversations took place
  • MAKE A genuine attempt to settle the dispute yourself

Contact the Office of the Consumer Protector if you haven't reached the desirable outcome.

The content on this page was last updated on 15 March 2014