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Complaint handling Tag

Have you heard of The 12 Pains of Christmas? Released in the mid-1980s, the song is a parody of the popular carol, The 12 Days of Christmas, where instead of touting the pleasure of receiving various gifts, the singer bemoans the less than sunshiny parts of the festive season.

But even if Bob Rivers sounds a bit like the Grinch who stole Christmas, we all know he has a point. For all the family get-togethers, presents and general bonhomie, there is plenty to complain about this time of year (and we don’t just mean the price of cherries).

Yvonne Arnall didn’t expect any special treatment. Like most of us, she simply expected to be treated with respect and have her issue resolved in a timely manner.

Instead, what the Melbourne grandmother got was an abject failure in customer service that dragged on for almost six months. A saga that involved her driving hundreds of kilometres on multiple occasions for appointments that never eventuated. And when her initial request was finally resolved — on the eighth appointment — it came with an added insult: a pool of urine.

No one likes a whinger, but we all have legitimate complaints from time to time. So what’s the right way to complain?

Before you pick up that phone or send that email, ask yourself how invested you are in making the complaint? Is the $50 watch that isn’t working properly worth spending indefinite hours trying to get your money back? The trade-off between your effort to complain and how much you value the item is what we call the complaining value.

Still want to complain? Here are some do’s and don’ts to ensure a better chance of getting a resolution.

It’s a weekend ritual for thousands of Australians around the country. Heading down to their local hardware store to buy anything from garden tools to a whole new kitchen.

Those home reno stores lure you in with a sausage sizzle out the front and the in-store experts out the back. Once you leave you have a satisfied belly and enough confidence to tackle everything from minor repairs to a full-on renovation.

It's safe to say that most of us don't enjoy complaining. But more than once in our lives, we've experienced having a concern or an issue with a product or service we've purchased. And, when we do, we try to reach out to our provider with the hope that they will help us resolve it. Sometimes the provider helps, but there are times when they turn a blind eye to our experience. So, we've prepared this guide to help you make a complaint that's effective and doesn't take up more of your energy than it needs to. Just remember, we are with you at every stage of your complaint journey. Happy reading!