Home > Resources > Effective Compaints

Don't be a Puppet in the Marketplace - Complain Effectively!
As a consumer it is your responsibility to complain about poor services or products. An effective complaint will benefit yourself and others, as well as encourage the company to be more conscientious.

Do I have a Valid Complaint?

• Has the product or service failed to perform its intended function?
  
• Has the proper care and maintenance been taken according to the manufacture's specifications?
  
• Have I lived up to the conditions of the warranty?

If you can answer yes to all of these questions, you have a valid complaint.

Three Steps In Effective Complaining

Step 1: The Phone Call Step 2: The Letter       Sample Complaint Letter Step 3: Other Alternatives Step 1: The Phone Call

Be organized:

• Record specific details (time, date, names, and titles of people spoken to)
• Collect written materials (warranties, guarantees, receipts, bills)
• Phone the company in question when you know what you would like done to rectify the problem
• Start at the bottom of the authority hierarchy (Speak to the sales/service person involved in the situation)
• Be assertive but not domineering
• Remain calm, pleasant, and concise
• State the specific problem
• Supply details concerning the purchase, delivery, and service calls
• Pause (allow the person an opportunity to suggest a course of action)
• Negotiate a satisfactory solution and obtain a specific promise and a specific completion date

• Ask for someone who has more authority to make decisions
• Continue up the management ladder until the complaint is resolved to your satisfaction
• Do not hang up until you feel you have accomplished all you can with the telephone

1. State the Problem
   • make, and brand name
   • model, and serial number
   • price, date, place of purchase
   • name of salesperson
   • conditions of the warranty
   • date problem was discovered
   • the complaint
   • injuries (if any) caused by the problem
   • xeroxed copies of any avertisements deemed necessary
   • agencies contacted regarding the complaint
2. Make your demand
   • describe a settlement that would be acceptable to rectify the problem (refund, exchange, repair)
   • specify a date by which the company is to comply with your demand (2-3 weeks is reasonable)
3. State your intentions
   • explain any further action to be taken should the company not satisfy your demand
   • agencies to be contacted:
     • Governmental:
       • Consumers' Bureau
       • Industry and Science Canada
     • Non-governmental:
       • CAC Manitoba
       • Better Business Bureau

Back to Top

Sample Complaint Letter (Your Address) (Date) (Company Address) Dear Sir/Madam:

      On June 12, 1993 a 19 inch "Terrific T.V." color television set, model T27, serial number 387 was purchased for $499.00. The demonstration model in your store worked perfectly and the salesperson, Sam Seller, assured us that all the television sets gave the same quality of color. We have had previous dealings with your company, with satisfactory results. However, when the set arrived in our home on June 20, 1993, the color was very poor and all the people had green faces. No amount of set adjustment could correct the problem.

      Your warranty states "satisfaction guaranteed or your money refunded." However, in a telephone conversation the day after delivery, Sam Seller told us the defect was caused by our attempts to adjust the set and therefore not covered by the warranty. We feel the machine has been faulty since manufactured and cannot agree that the problem was caused by adjustment of the color control dials on the front panel. As we are not satisfied with the product, we feel that your company should replace the television set or refund our money in full.

      We would like to have the problem solved by July 31, 2001. If the problem is not corrected to our satisfaction we will be forced to contact the manufacturer, as well as the Consumers' Bureau, Consumers' Association of Canada, and the Better Business Bureau. If necessary, we are prepared to file suit in small claims court. We expect your answer shortly and hope to settle this dispute amicably.

Back to Top
STEP 3: Other Alternatives

If a satisfactory solution is not obtained by letter, try the appropriate alternatives as listed here.

1. Independent Agencies
   • Consumers' Association of Canada (Manitoba) 452-2572.
     • Product information, and consumer complaints
   • Better Business Bureau 989-9019.
     • CAMVAP Mediation of auto complaints.
     • Company reputations and complaints
2. Provincial Government
   • Consumers' Bureau 945-3800
     • - administer consumer legislation
     • - licenses direct sellers
   • Provincial Ombudsman 982-9130
     • - complaints about provincial departments
3. Federal Government
   • Industry and Science Canada
     • - Health Canada product safety 983-2846
     • - misleading advertising 1-800-348-5358
     • - packaging 983-8905
   • Canadian Food Inspection Agency
     • - food inspection and complaints 983-2366
4. General
   • Canadian Standards Association 1-800-463-6727
     • - standards on electrical appliances
   • General Media (see phone book)
   • Legal Aid 985-8500
   • RCMP Commercial Crime 983-2000 (consumer fraud)

Complaining effectively will benefit not only yourself, but other consumers as well. Don't be a Puppet in the Marketplace...Complain Effectively!
Back to Top