Responding to customer issues
Most issues and complaints you will deal with from customers will be about faulty products or services that don鈥檛 meet their needs.
Customers have the right to return a product or service if they think there鈥檚 a problem with it. Your business needs to understand the remedies available to your customers and in what situations they apply. These include:
- if a product or service you supplied hasn鈥檛 met one of the basic rights under consumer guarantees, you will need to provide a remedy
- if you have offered additional warranties, you must honour them and comply with their terms.
It鈥檚 important that your small business and staff know how to manage returns, faulty products and deal with complaints. Handling issues well will have a positive impact on your reputation.
Tips to resolve issues
- Provide training for your staff about the laws.
- Have effective steps in place to deal with complaints.
- Make sure all staff know the appropriate remedy for problems with a product or service.
- Talk with the customer directly about the problem to try and find the best solution.
- Let the customer know what remedies are available to them.
If you are unable to resolve the issue
1. Contact a third party mediation service
Mediation involves an independent third party stepping in and helping you and the other person to reach an acceptable resolution. Mediation is a relatively quick and cheap option that can help to maintain relationships. The Australian Small Business and Family Enterprise Ombudsman or your local Small Business Commissioner may be able to provide a mediation service. Find contact details at where to go for consumer help.
2. Talk to a lawyer
If you are unable to resolve the dispute through mediation, you should consider seeking legal advice about your rights. Court action can be costly and time consuming and should be considered a last resort.
Business.gov.au has steps outlined to help you . They can also help you build and .