How to complain effectively

Most people know it’s their right as a consumer to complain about goods and services, but not everybody knows how to effectively use this right to be heard, and get their problems solved.

It’s quite a skill to complain in a way that will ensure your complaint is taken seriously, and resolved quickly.

Where do you start complaining?

The most important aspect of complaining effectively is to speak to the right people. It does not, for example, help to chat to the shelf packer about the quality of the dairy products.

Make sure you approach the right people (in the right way) who can actually do something about your issue. Then escalate your complaint up the management structure or through their call centre. If your complaint is against a smaller business, it’s better to talk to the owner directly.

At this point, you should also write a review on our website. This way, you have a record of your experience, plus it will allow other South Africans to use your review to make better purchasing decisions.

The next step

If the company does not resolve your complaint, it’s time to go one step further and complain to the National Consumer Commission, one of the provincial consumer affairs offices, ombudsman for the relevant industry or industry organisation.

They’ll start an official investigation if they find that you have a valid complaint. As part of the official investigation, they might ask you for more information and will approach the company to get their side of the story before they’ll try to resolve your complaint in an amicable way. This is called alternative dispute resolution.

Complaint tips

• Be nice even when you’re angry. Write down the details of your experience before you complain to ensure you have all the facts
• Make notes of everything you do to resolve your complaint. Write down the time and dates of when you speak to someone at the company, as well as the person’s name and what he or she has said or promised
• Write down the reference number for your complaint so you can use it every time you enquire about your complaint
• Be clear about what you want the company to do to resolve your complaint. Do you want the product repaired or exchanged, or do you want your money back for the service that wasn’t delivered?
• Keep a record of your expenses regarding your complaint

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