8 habits of highly effective complainers

The only way to keep our young democracy healthy is to speak out and let those who have power in our daily lives know when you are not happy about things. In today’s consumer-oriented world, unless we keep suppliers of goods and services on their toes, we are doomed to accept second-rate treatment from them.

As consumers, we underestimate the power we have. It is time to claim this power and to vote with our wallets if shops do not meet our expectations. It’s simple: if goods are not up to scratch, let’sgo somewhere else in our search for quality. Whether you are dealing with a government department, major retailer, or a micro-lender, the principles are the same.

Here are a few tips to ensure that your complaint gets you the result you deserve:

• Be prepared. Keep all your original paperwork of purchases you’ve made (receipts, manuals, serial numbers, brand names, warrantees, etc) in a safe place. Having facts always puts you in a good position to get results. It is also useful to get the name of the person who served you.
• Don’t wait too long before you lay your complaint.
• Stay calm. You can state your case politely but assertively so that the shop goes the extra mile to assist you. Always listen carefully to what the retailer is saying as they may have reasonable explanations for the problem.
• Explain clearly what the problem is, what you have done to solve it and whom you have dealt with. If you are doing this over the phone, write down notes of the conversations, who you spoke to, and the dates on which they were held.
• Suggest options that you would find acceptable, such as refund of money, repair of goods or an exchange of goods.
• Find out the name of the person who has the power to make decisions about your problem (he might be the manager or owner of the business).
• Put all your complaints in writing so there is always a record and it gives you time to think carefully about what you want as a result. In your letters, always include a date by which you expect an answer – 14 days is usually the norm. Say that if you don’t hear from them, you will consider taking further action.
• If you don’t win at first, try the Provincial Consumer Courts, various Ombudsmen, Associations, Councils or small claims courts in your area for further help (see the list of organizations and their contact details below).

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