Happy customers: We’ve got a handle on your complaints

Last updated on January 6th, 2023

It’s been another busy year for the team at Handle My Complaint. Since launching our new online system in February, we have handled almost 2,400 complaints for Australians across a range of industries.

From vehicles to travel, home renovation to insurance complaints, if there’s a customer who feels hard done by, we’ve assisted them to get the outcome they deserve. As the year draws to a close, we take a look at some of the situations we’ve helped resolve and share some of the lovely feedback we’ve received from our clients.

If you’re experiencing difficulties with a product or service, we thought reading a little of their stories might make you feel less alone and inspire you to take the kind of action that delivers positive results. We need help, not headaches, right?

Getting you back in the air

Peter Wilkinson was among those caught up in the Qantas dramas that saw more than 25,000 Australians sign a petition demanding the national airline improve its customer service.

 

 

As COVID restrictions eased and the borders reopened, travellers were running into trouble redeeming flight credits. Customers also complained that fares were substantially higher than their original booking and Qantas changing its terms and conditions to restrict the use of credits.

To add insult to injury, customers couldn’t even get through to the overwhelmed customer service line. Peter had purchased two fully flexible airfares with Qantas to attend his son’s wedding in Amsterdam. Qantas cancelled the flight, but had not provided Peter a refund despite months of requests. Peter asked Handle My Complaint for help, and within days we had organised his refund of $6,426.

It sounds like you made the difference as you were able to communicate with QANTAS. It certainly meant a lot to me as you cared about our problem - Peter Wilkinson

Steve was having trouble getting a fair payout following a car accident. After months of getting nowhere with his insurer AAMI, he contacted Handle My Complaint. And within weeks of lodging his complaint with us, he received a payout for the amount he requested.

Just letting you know that AAMI have come to the party and paid me all the money that they owed me. It didn't take long after they found out I complained to you. Thanks for all your help. And if I ever have any more problems with companies like that again I will know who to come to. - Steve

And on the road again

Handle My Complaint was inundated with requests for assistance from distraught Hyundai owners whose cars had sudden engine failures.

While the cars were secondhand, they had all been well-maintained. And none of the owners thought the manufacturer would ignore a potentially fatal issue.

Gordon Anderson started a Facebook group called Australian Hyundai Engine Failures after his daughter’s car seized up. He was determined to help other owners avoid similarly dangerous situations. Yvonne was among those members to seek help from Handle My Complaint. Thanks to Handle My Complaint, Yvonne was offered a replacement engine, a service free of charge and a 2 years / 50,000 km warranty on the repair.

Thank you so much Jo and Gordon. That is the best news. I was sitting outside the car wreckers the other day Seriously thinking about going in. I can't keep paying Rego and insurance on something I barely drive because of fear. Anyway I couldn't do it I broke down in tears because the only attachment I have to my dad is that car. - Yvonne

 

 

Businessman Saul Frank was appalled at the lack of customer care he received over an engine fault with the Hyundai he bought for his daughter.

He had been given the runaround. He was told that Hyundai couldn’t do anything because the car was secondhand, and was getting quotes for up to $9,500 to replace the engine.

Then his uncle and his mechanic both contacted him to say they had seen A Current Affair’s segment about Hyundai owners Handle My Complaint had been helping and got in touch with Jo. Within weeks, Hyundai agreed to provide a replacement engine free of charge.

Handle My Complaint seems to be the only one that really advocates for the consumer. - Saul Frank

Painting a better picture

Then there were the Toyota owners left high and dry by that car manufacturer after the paint on their vehicles started peeling off. Some are in such huge chunks their entire roof was exposed and rusting.

Handle My Complaint CEO and founder Jo Ucukalo said the fact that most of the cars were secondhand should not deter owners from seeking redress.

“This is a manufacturing defect so under Australian Consumer Law, owners are entitled to a refund, repair or replacement,” she said.

Linda was one of those who refused to accept the dodgy paint job and lodged a complaint with Handle My Complaint.

Interesting. After registering with “Handle My Complaint” a couple of weeks ago, I just had a call from Toyota saying that they WILL reimburse me the money I paid (which they refused to pay 2+ yrs ago) to have my car fixed. The explanation was something along the lines of - due to media pressure the head decision makers have now decided to approve it. Seems the power of this group might be getting them a little worried!” - Linda

Keeping a roof over your head

When water started leaking through Romantha Barron’s garage roof after a winter storm, she immediately called her insurer.

The assessor only spent a few minutes at Romantha’s property taking a few photos and told her it was storm damage. So she was shocked to receive a letter from RAC blaming the leak on “glue failure” and rejecting her claim on that basis.

Distraught and worried about how much it would all cost, Romantha happened to catch Jo being interviewed about another issue on A Current Affair. She decided to contact Handle My Complaint.

   

I sent the builders quotes to Handle My Complaint and in a few days, Jo had sorted the whole mess. I don’t know what magic words she used because I had been fighting with them for weeks. - Romantha Barron

We can help you, too

These are just some of the thousands of people we’ve helped this year. And, believe us, nothing makes us happier than getting Australian consumers what they deserve.

We know how upsetting it can be when something you bought fails or a service you used isn’t up to scratch. Sometimes we get angry and lash out; other times we just don’t know where to turn for help.

If you do experience an issue with a product or service, you can help yourself by doing a little research before you make a complaint. Check online if anyone else has experienced similar problems. See if any recalls have been issued. And learn the following terms and their meanings: Australian Consumer Law, Consumer Guarantees, Fit for Purpose and Major versus Minor Fault.

We also recommend reading our cheat sheet on how to complain before you pick up that phone, or write that email.

And if you’re encountering brick walls instead of helpful customer service, or you simply feel you lack the knowhow to resolve your complaint, we’re always here to help. Tell us and we'll make it our mission to reduce your stress levels and get a resolution.