Self-help for consumers

The first, cheapest, and simplest remedy is to complain directly and promptly to the other party; that is – talk about it. Complaints involving companies or shops should be addressed to someone in a position of authority if you have been unable to resolve the problem with the person involved in the original transaction. It is often useful to put your complaint in writing. Where there is a reasonable basis for the complaint, most reputable businesses will give a refund, exchange or repair.

If you cannot get a satisfactory resolution to your problem after writing to a seller or service provider, you still have several options. Usually, the next best option is to complain to Consumer Affairs Victoria (CAV). They may be able to help you reach an agreement with a business. They can be contacted on 1300 558 181 or a complaint may be lodged via their website at www.consumer.vic.gov.au (for further details, see ‘Consumer Affairs Victoria’, below).

If legal proceedings are commenced by the other party, seek legal advice immediately.

Self-help for consumers

Chapter: 7.4: Taking action as a consumer

Contributor: Stephen Nowicki, Director of Legal Practice, Consumer Action Law Centre

Current as of: 1 September 2024

Law Handbook Page: 639

Next Section: Court or tribunal help