If the support route named in an instruction is unavailable, the reader should use another contact route to ask how to lodge a complaint; the ACCC identifies this option when the published complaint address is unclear. If direct contact does not resolve an Australian consumer issue, another regulator or ombudsman scheme may be more appropriate, depending on the issue.
How to check the next route
- The reader can use another contact route and ask specifically for a way to send the complaint.
- If direct contact has not resolved the matter, the reader can check whether another regulator or ombudsman scheme is relevant to the specific issue.
- For an Australian consumer issue, the local state or territory consumer-protection agency can advise the reader about rights and options.
What the reader must still confirm
The reader should confirm which regulator or ombudsman scheme is relevant to the specific issue. For an Australian consumer matter, the reader should also identify the relevant local state or territory consumer-protection agency. The guidance does not identify one body for every issue, so the unavailable route name alone is not enough to select a replacement.