Making a complaint

Making a Complaint

For the most part buying a piece of jewellery is a pleasant experience and often leads to a long term relationship between the consumer and the jeweller. However, from time to time, there are questions or problems that might arise.

If a problem does arise, this step-by-step guide has been designed to help individual consumers to make a complaint with a jeweller. It provides advice on how to make the complaint and how to write a letter of complaint.

Making a complaint step-by-step

1. Identify the exact nature of the problem – is it a technical problem? Or a sales/lay-by, lack of documentation (e.g. valuation or certification) related problem?

2. Find any copies of receipts, warranties, valuations, diamond grading certificates and any other documents related to the purchase and/or the use of the good which are the cause of the complaint

3. Contact the jeweller as soon as you have a problem – don’t delay. Explain the problem calmly and in as much detail as possible.

4. Tell the business how you would like the problem solved. Remember to give the business time to look into the problem and get back to you. The staff you spoke to may need to contact head office or obtain a second opinion.

5. If you are not satisfied with the way your complaint has been handled, write a letter to the appropriate person within the business such as the store manager.

6. If, after the jeweller has received your letter, the problem is still not resolved to your satisfaction you can then lodge a complaint online with the JAA. You can also telephone for advice but if the JAA is to take the matter further on your behalf, you will need to lodge the complaint on the JAA website, this can be done by clicking here.

7. The JAA assists all consumers with technical problems only. If you have a legal problem with a jeweller you will need to refer to a solicitor. The JAA will write an unbiased technical report regarding any problem. It offers this service to all consumers at no charge if the complaint involves a JAA member and at a charge of $100.00 for complaints involving a non-JAA member.
If after JAA intervention, you are still not satisfied then you will need to refer the matter to the Fair Trading department or Consumer Affairs in your State or Territory.

Writing a letter of complaint

If you write a letter of complaint to a jeweller there are a number of things you need to do.

• Include your name and contact details
• Include the date and place where the problem occurred
• Describe what happened without getting lost in minor detail
• Describe what action (if any) you have taken to fix the problem
• Given a time frame in which the jeweller can respond before you take the matter further. Seven to 14 days is appropriate
• Detail how you would like the complaint resolved e.g. refund, repair or exchange
• End your letter with something like ‘I look forward to your response’ to encourage a reply
• Sign and date the letter

Don’t forget to attach a copy of any other letters you have written about the problem, as well as copies of the sales docket and other relevant documents.

Keep a copy of any letters you send and give the jeweller a reasonable amount of time to respond to your letter.

Remember, you at all times have the right to go straight to the Fair Trading department or Consumer Affairs in your State or Territory.

Government Departments