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Consumers should first know their rights and make sure that their complaint is justified. If unsure about their rights, consumers can seek assistance from the Office for Consumer Affairs.
The next step is to submit a written complaint to the trader clearly outlining the issue and seeking to reach an amicable agreement. Consumers should have all relevant documents, including proof of purchase and, where applicable, the commercial guarantee and sales contract. Traders should be given a reasonable time to respond and propose a remedy. If the issue remains unresolved, consumers may file a complaint with the Complaints and Conciliation Directorate within the Office for Consumer Affairs.
A complaint may be submitted through the online consumer complaint form below, or by email; in person at the MCCAA offices, or by letter addressed to the Director of Complaints and Conciliation, or. All relevant information and documentation should be provided, including contact details of both the consumer and the trader, proof of purchase, and any other supporting documents.
Registered complaints are assessed and then assigned to a complaint handler who carries out conciliation in an effort to reach an amicable resolution. If conciliation is unsuccessful, consumers may refer their claim to the Consumer Claims Tribunal.
Instead of conciliation, consumers may opt to resolve their dispute through Alternative Dispute Resolution (ADR), a free of charge out-of-court mechanism involving a neutral third party who assists consumers and traders reach a mutually acceptable solution. Both parties must agree to use ADR and may withdraw at any stage, while any agreement reached is confirmed in writing.
To submit a complaint under the ADR process, consumers may use the below link.
