Where to write to:

If talking with the sales person or company representative does not resolve the problem, you will need to write a letter to the company to resolve your complaint. For a list of many consumer contacts and their addresses, see the Consumer Organisations and Where to Complain and Consumer Hotline Numbers sections.

What to write:

  • The letter should include your name, address, home and work telephone numbers, and account number, if appropriate.
  • Make your letter brief and to the point. Specify all the important facts about your purchase, including the date and place of purchase and any information you can give about the product, such as the serial or model number. If you are writing to complain about a service you received, describe the service and who performed it. State exactly what you want done about the problem and how long you are willing to wait to resolve it. Be reasonable.
  • Include copies of all documents regarding your problem. Be sure to send COPIES, not originals. Don’t write an angry, sarcastic or threatening letter. The person reading your letter was probably not responsible for your problem, but may be very helpful in resolving it.
  • Type your letter if possible. If it is hand-written, make sure it is neat and easy to read. Keep a copy of all correspondence to and from the company.