Consumer complaints and queries
If your query and/or complaint relates to your rights as a consumer, you may need advice from the Australian Competition and Consumer Commission (ACCC). The website address is: www.accc.gov.au
It only takes one unhappy customer to steer more prospective customers away from a salon or business. A Customers may not always be right, but he or she will be a customer a salon or business will always want and need.
Know your rights as a Consumer
Under the Australian Consumer Law, products you buy from an Australian business are covered by ‘consumer guarantees’. Depending on the type of issue or problem (also known as a failure under the Australian Consumer Law), the store or seller may have to provide a ‘remedy’, such as:
• a refund
• a replacement
Speak with the business about your issue
Explain the issue you have with the product or service by approaching the business directly, either:
• in person
• over the phone
• by email or the contact media page of the business
Make sure you are talking to someone who has the authority to address your issue, such as the manager.
You can ask the business to either:
• refund your money
• repair your product
• replace your product
• fix the work or service provided.
Keep notes of your contact with the business, such as the:
• name of the person you spoke to
• date of your meeting or phone call
• content of your discussion.
Write a complaint letter or email to the business if issue is still not resolved
If speaking to the business directly has not resolved your issue, send them a complaint letter or email. Act quickly – delay can sometimes affect your rights. Putting your complaint in writing is useful because you will have a record:
• of discussions you had with the business
• to show a third party if you choose to take your complaint further
• to show that you made a reasonable attempt to resolve the issue yourself.
View the Consumer Affairs Victoria Example complaint letters and emails:
If your issue is with a franchise (chain store), write to the store you originally dealt with, and send a copy to its head office. Send your letter by registered post and keep a copy for yourself. If you do take your complaint further, you will need to show your letter (or email) to the third party.
There is no set ‘reasonable’ time in which a business must resolve an issue. You should allow enough time for the business to receive and reply to your letter, and to start making arrangements for a remedy. This could take anywhere from seven to 28 days.
Be persistent – write a reminder letter if the business does not reply.
Want to take your complaint further?
You can contact Consumer Affairs: