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Customer service

Managing customer complaints

Coronavirus (COVID-19): Business information, advice and assistance

Read the Office of Fair Trading's information, advice and assistance for business owners, operators and licensees about issues that may arise during the COVID-19 pandemic.
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Read the ACCCs advice and guidance to consumers on their rights in relation to cancellations and changes caused by COVID-19 restrictions.

Well-managed complaints can benefit your business. Good business owners learn to see complaints as an opportunity to build strong, lasting relationships with customers and improve their customer service. Customer complaints give businesses valuable information about how they need to improve.

The impact a complaint has on your business is largely determined by you.

If complaints are handled poorly, customers may withdraw their business and encourage others to do the same.

Complaints that are handled well may help you retain existing customers and could result in new customers being referred to your business.

This guide explains how businesses can turn a complaint into a compliment by developing and implementing a policy for handling customer complaints, and welcoming customer feedback.