SERVICE 01
Complaint Guidance
Guidance for organising complaint details, supporting documents and communication records.
- Complaint information checklist
- Document preparation guidance
- Appropriate next-step information
Consumer assistance
Consumer services and grievance guidance
Access clear information and community-level guidance for product, service and unfair trade practice concerns.
Our services
Practical support for common consumer concerns
Select the relevant service to understand the information and records that may help explain your concern.
SERVICE 02
Consumer Rights Assistance
General information to help consumers understand their basic rights and responsibilities.
- Consumer-rights information
- Responsibilities of consumers
- Awareness of available remedies
SERVICE 03
Unfair Trade Practice Support
Awareness and general guidance concerning misleading or unfair marketplace practices.
- Misleading advertisement concerns
- Incorrect pricing information
- Unfair terms and representations
SERVICE 04
Product Complaint Support
Guidance for concerns involving defective, unsafe or incorrectly described products.
- Product defect documentation
- Invoice and warranty records
- Seller communication guidance
SERVICE 05
Service Complaint Support
General assistance for delayed, incomplete or unsatisfactory paid services.
- Service agreement records
- Payment and communication evidence
- Complaint summary preparation
SERVICE 06
Consumer Education
Accessible information that helps residents make safer and better-informed decisions.
- Awareness programmes
- Educational resources
- Community information sessions
How it works
A simple four-step guidance process
1
Submit your concern
Provide accurate information about the product, service, seller and issue.
2
Provide documents
Include available invoices, receipts, warranties and communication records.
3
Initial review
The association reviews the information to understand the nature of the concern.
4
Receive guidance
You receive general guidance about relevant options and possible next steps.
Prepare your information
Documents that may support your complaint
Providing clear and complete records helps the association understand your concern more effectively.
Purchase invoice, receipt or payment record
Product warranty or service agreement
Photographs or relevant supporting material
Messages, emails or letters exchanged with the business
Written summary of the issue
Details of any earlier complaint or response
Service principles
Consumer-focused public service
Accessible
Information is presented clearly for consumers of different ages and backgrounds.
Confidential
Complaint information should be handled responsibly and used only for appropriate purposes.
Impartial
Guidance is based on the information and documents provided by the consumer.
Educational
The service helps consumers understand their rights, responsibilities and available options.
Consumer assistance
Need guidance with a consumer concern?
Submit your complaint information or contact the association for general consumer-support information.
The association provides general consumer awareness and grievance guidance. Information on this website is not a substitute for professional legal advice or a decision by an authorised consumer commission.