Even the savviest consumer has problems with a good or service at one time or another. It is your right to complain if you have a genuine consumer problem. It is also your responsibility. A problem can’t be fixed if no one knows it exists.
Contact The Seller
The first step in resolving a consumer problem is contacting the seller. You can solve most consumer problems by talking to a salesperson or customer service representative. Do this as soon as possible because some retailers have time limits on returns and refunds. If this doesn’t work, ask for a supervisor or manager. If this fails, try going higher up, to the national headquarters of the seller or the manufacturer of the item. Many companies have a special customer relations or consumer affairs division whose primary function is solving consumer problems. Many companies provide a number (sometimes even toll-free) or address for this office on the product label, warranty, or other papers, you received at the time of purchase. If this is not the case:
• Visit the company’s website, and look for a “Contact Us” link.
• Check the directory to see whether the company has a number listed.
• As you do your search, keep in mind that the name of the manufacturer or parent company is often different from the brand name.
• With each person you contact, calmly and accurately explain the problem and what action you would like to be taken. A written letter is a good strategy because you will have a record of your communication with the company. The sample letter below will help you prepare a written complaint.
• Be brief and to the point. Note all important facts about your purchase, including what you bought, serial or model numbers, the name and location of the seller, and when you made the purchase.
• State exactly what you want done about the problem and how long you are willing to wait for a response. Be reasonable.
• Don’t write an angry, sarcastic, or threatening letter. The person reading your letter probably was not responsible for your problem but could be very helpful in resolving it.
• Send your letter as certified mail or request delivery confirmation.
• Include copies of all documents regarding your problem. Keep the originals.
• Provide your name, address, and phone numbers. If an account is involved, be sure to include the account number.
• Keep a record of your efforts to contact the seller; include the name of the person with whom you spoke and what was done, if anything.
Contact Third Parties
Don’t give up if you are not satisfied with the seller’s response to your complaint. Once you have given the seller a reasonable amount of time to respond, consider filing a complaint with one or more of these outside organizations:
National or local consumer protection offices These agencies such as the Competition and Consumer Protection Commission, mediate complaints, conduct investigations on those who break consumer laws. Some of these organizations assist consumers with complaints. Others may be unable to help individuals but are interested in hearing about problems that could influence their education and advocacy efforts
Regulatory Agencies that have jurisdiction over the business. For example, For energy issues ;Energy Regulatory Board(ERB), For food and Nutrition issues; National Food and Nutrition Commision, For telecommunications and information technologies issues ; Zambia Information and Communications Authority (ZICTA),For banking issues ;The Bank of Zambia
Local Politicians. Your local and national politicians may be able to assist with getting your complaint acted upon.
Trade associations. Companies selling similar products or services often belong to an industry association that will help resolve problems between its members and consumers. Examples of trade associations in Zambia are ZICA, Bankers Association of Zambia, International Air Transport Association(IATA),Tourism Council of Zambia, Zambia Association of Manufacturers, Motor Traders Association, etc
Media programs. Local newspapers, radio stations, and television stations.
SAMPLE LETTER OF COMPLAINT
Your Address
City/Town
Date
Name of Contact Person, if available
Title, if available
Company Name
Consumer Complaint Division (if you have no specific contact)
P.O. Box or Street Address
City/Town
Dear (Contact Person):
Re: (account number, if applicable)
On (date), I (bought, leased, rented, or had repaired) a (name of the product, with serial or model number or service performed) at (location, date and other important details of the transaction).
Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem).
I am disappointed because (explain the problem: for example, the product does not work properly, the service was not performed correctly, I was billed the wrong amount, something was not disclosed clearly or was misrepresented, etc.).
To resolve the problem, I would appreciate your (state the specific action you want—money back, repair, exchange, etc.). Enclosed are copies (do not send originals) of my records (include receipts, guarantees, warranties, contracts, model and serial numbers, and any other documents).
I look forward to your reply and a resolution to my problem and will wait until (set a time limit) before seeking help from The Competition and Consumer Protection Commission or a consumer protection agency. Please contact me at the above address or by phone at (mobile, home and/or office numbers with area code).
Sincerely,
Your name
Enclosure(s)
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