Consumer Goods and Services Ombud: How to complain about bad service (and actually get results)

Pippa Hudson speaks to Consumer Goods and Services Ombudsman (CGSO), Lee Soobrathi.

Watch below:

Had a bad experience with a store, online order, or service provider?

Maybe they’re ignoring your calls or emails, and you feel you've hit a wall in your efforts to get the issue resolved?

If this is sounding all too familiar, it could be time to get help.

The CGSO deals with complaints about everything from broken appliances that shops refuse to replace, to dodgy online deals and even poor customer service.

Soobrathi says they're currently fielding around 12,000 consumer complaints every year.

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"For the last few years, we've been hovering between 64% and 67% in favour of the consumer."

- Lee Soobrathi, Consumer Goods and Services Ombudsman

Soobrathi says since the COVID pandemic, there's been a huge surge in the number of complaints from people unhappy with products or services they've bought online.

He says e-commerce makes up the bulk of the issues they deal with.

"E-commerce is our top category, followed by telecoms, with third being furniture and retail and electronic devices."

- Lee Soobrathi, Consumer Goods and Services Ombudsman

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So how does one go about seeking redress from the Ombud?

Soobrathi explains how to lodge your complaint, but says you must first give the supplier the chance to resolve the issue.

"The first port of call is... You have to give the supplier 15 business days to resolve your complaint.

- Lee Soobrathi, Consumer Goods and Services Ombudsman

"If they come back and say, 'We can't assist you', or you don't get anything back from them, then you can contact the Consumer Goods and Services Ombudsman."

- Lee Soobrathi, Consumer Goods and Services Ombudsman

Soobrathi says it is not a requirement for the supplier to be registered with the GCSO.

"We have a turnaround time of 60 business days, and we will try our best to resolve it."

- Lee Soobrathi, Consumer Goods and Services Ombudsman

"It's a free service to consumers... There is no fee attached..."

- Lee Soobrathi, Consumer Goods and Services Ombudsman

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Scroll up to the audio player to listen to the interview.