Complaints and Problems
The FCCC offers advice to consumers about how to resolve problems or make a complaint. Your first point of contact is respondent where you have dealt with for purchasing certain goods. A sample letter template can be used from our internal records to help you draft a letter to the business.
Making Consumer Complaint
There are steps involved to make a complaint, but the first step is always to contact the respondent to explain the problem and how you would like it fixed.
You can make a complaint to FCCC, whereby the Customer Service Officer, Rents Officer or Compliance Officer will receive your complaint depending on the nature by filling a complaint form. It’s the duty of the complainant to supply all the documents for example statement form, evidences such as receipts, agreements, and any other relevant documents. Depending on the documents submitted respective Officer will classify the complaint as formal or informal.
Once this is done, for formal complaints the respective Officer assesses and prepares an assessment report for Managers endorsement. Likely outcomes are stated below:
If this falls under our ambit then FCCC will inform the respondent and will seek a response. The case may be further investigated.
This may require the case to be closed and a closing letter to be sent to complainant if this doesn’t falls under FCCC ambit.
The case may require a referral
If this requires further investigation then we may seek a notice to furnish to be issued to respondent or to conduct a caution interview of respondent and Investigating Officer should provide statement with a report.
After this mediation is done for both formal and informal cases, if it’s resolved then matter is closed and a closing letter is forwarded to parties.
If it’s not resolved during mediation then we formally write to respondent and we obtain legal opinion. If breached is noted then litigation is an option or matter is filed in court if no breach then it’s closed and parties are advised.
There is help available to protect yourself from online scams, unsafe products, and unfair treatment from businesses through use of unfair trading practices.
Misleading Claims and Advertisements
The FCCC has caught traders engage in misleading advertisements. Cases of online advertising, where a payment is made but items not delivered tops this category. Other cases include visa scams, display price to counter price not matching etc. The Commission also handles cases on misleading and deceptive conducts.
There FCCCA2010 covers provision on the breaches. The two most common breaches are no price marking and overcharge. There is a provision on Section 54 about the way prices are should be marked and displayed. Prices should be legibly and conspicuously marked with the price for the information of the public.
genuine and you should be able to easily see the total price of anything advertised. If multiple different prices are displayed on a product or in advertising, the business has to fix the display or sell you the item for the lowest price.