Steps to follow before you raise an issue with a business about a product or service.

To resolve an issue as quickly and easily as possible, you need to:

  1. Verify you have an issue.
  2. Decide the outcome you want.
  3. Gather your evidence.
  4. Contact the retailer or service provider.
  5. Work together to resolve the problem.

These steps are in our visual guide, and written out in more detail below.


2. Decide the outcome you want

Think about what it would take to make it right. Do you want:

  • a refund
  • repairs or improvements
  • a replacement.

Be reasonable in what you ask for. Make sure what you're asking for is in proportion to the size of the issue. If you're offered repairs but don't want that, explain why it's not a satisfactory outcome for you.

Visual guide: Five steps to resolve an issue

Visual guide: Steps to resolve a problem - mobile launcher

Click to see how to sort out a faulty product or sub-standard service. Expand to view larger version

Steps to resolve a problem

Follow these five steps to resolve a consumer problem quickly. 

Visual guide: Steps to resolve a problem (prepare to complain)

Download guide: Steps to resolve a problem [PDF, 645 KB]

1. Verify you have an issue

Make sure you have a valid reason to complain. Consumer law doesn't apply if you caused the damage or lost an item.

If it is a valid complaint, it helps if you:

  • can prove purchase details
  • have been using the product or service as intended

Check you have a case