Complaint Handling Process for Consumers
What is the process for filing a complaint?
The process for filing is that:
- all complaints need to be filed with Consumer Services in writing
- an officer will contact the business to ask for a response
- the officer then advises the consumer of the response
- the process continues until an agreement is reached or until the parties reach an impasse
- dispute resolutions can take place only when all parties are willing
- the office cannot impose a settlement or guarantee the results
- if an agreement cannot be reached, either party may take the matter to court
Why would you choose dispute resolution or mediation?
Dispute resolution or mediation is:
- for individuals affected that are involved in finding a solution
- used to resolve complaints more quickly than a formal process
Note: Before you contact Consumer Services, you are encouraged to try to resolve the problem.
What steps can I use to help resolve the problem?
- put your complaint in writing
- if it is necessary to call, keep a written log of who you spoke to, what was said, and the date and time of the conversation
- find out exactly who should receive your complaint; a customer service manager, a store manager, or the owner of the business
- be clear in stating the problem and how you want it to be resolved
- stick to the facts
- include as much information as possible about the product, such as a serial model or brand name and number and any actions you have taken so far to resolve the problem
- include copies of receipts, warranties, repair invoices and keep the originals
- request a reasonable time for a response
- if you don’t receive satisfaction within a reasonable time, contact the manufacturer
- if you still do not receive satisfaction, contact consumer services
Note: All complaints involving breaches of the consumer protection legislation administered by Consumer Services are assessed and, where appropriate, are forwarded for internal investigation or referred to a police agency for the consideration of the laying of charges.
Who can I contact for more information?