For a problem with a service the reader purchased, the first step is to contact the business. If direct contact does not resolve the issue, the reader should check whether a local state or territory consumer-protection agency can advise about rights and options, or whether another regulator or ombudsman scheme is more appropriate for the specific issue.
How to check which route comes first
- Identify the trigger. Australian consumer guidance identifies contacting the business as the first step for a problem with a purchased service.
- Consider the unresolved issue. Another regulator or ombudsman scheme may be more appropriate depending on the issue.
- Check the available local guidance. State and territory consumer-protection agencies can advise about consumer rights and options.
Overlapping routes do not necessarily perform the same function. One route may provide advice about rights and options, while another may be responsible for handling a particular category of issue.
What the reader must still confirm
The appropriate route cannot be determined from the overlap alone. The reader must confirm:
- whether the problem concerns a service already purchased;
- which state or territory applies;
- which regulator or ombudsman is relevant to the specific issue; and
- what scope and procedures that body publishes for the matter.
If the problem is not about a purchased service, the business-first guidance discussed here may not establish the correct starting point, and the reader will need separate issue-specific guidance.