COMPLAINTS A complaint arises whenever a consumer finds dissatisfaction with the performance of a good or service purchased. That means that the good or service did not fit or suit the purpose for which it was bought. Before lodging a complaint, the consumer must first attempt to solve the problem himself/herself by going through the following steps:
1. The merchant should be given the first chance to solve the problem. Contact the salesperson or business about the goods or services that you have bought and are dissatisfied with. 2.If there is a customer service department/section in the store where the purchase was made, use it. If not, talk to someone in authority, such as a manager. A face-to-face discussion sometimes offers the best solution
3. Be firm, but polite and business-like. Calmly and accurately, describe the problem and how you wish to have the matter resolved. 4.Request specifics in terms of time frame for a course of action, and get the other person’s name in case you have to refer to this conversation later. Write down any details of your complaint and keep it in your file. Make sure that your notes are dated
5. If a personal visit does not produce satisfactory results, ask for the address and telephone number of the company’s headquarters and contact their Customer Service Department. Write a letter to someone in higher authority, such as a Manager, General Manager or Owner. Provide all the details of the problem and your efforts to resolve it. Ask for action. Send a copy to the manufacturer, and be sure to keep a copy of your letter 6.If that doesn’t work to one’s satisfaction, one should refer the matter to the Consumer Affairs Department
7. Taking legal action should be the last resort. However, should you decide to sue, remember, very often, there are time restrictions on filing lawsuits. You may have to check with a lawyer about any statutes that may apply to your case. When lodging a complaint with the Consumer Affairs Department, consumers should have in their possession the following: - The original bill or a copy of the bill
- The warranty card
- The Hire Purchase Agreement (where necessary)
- The Mortgage Bill of Sale (where necessary)
- The item (if portable)
- Any evidence supporting the complaint e.g. photographs
Not all complaints are investigated by the department. After complaints are received they are evaluated and investigation is initiated base of the legitimacy of the complaint. The presence of the following elements constitutes a legitimate complaint: 1. The item (good/service) did not fit the purpose for which it was intended
2. The consumer complained within the warranty period 3. The consumer has a valid receipt or some proof of purchase 4. The consumer complained immediately or within a six (6) months period 5. The complainant did not get satisfactory use of the item 6. The type of redress offered is not satisfactory The presence of the following may cause to be a complaint illegitimate: 1.The consumer is unable to provide the location of the business place
2. The warranty period has expired 3.The item is used extensively (abused)
4. The consumer cannot connect the product/service to a supplier/provider (i.e.) s/he has no proof of purchase 5.(a) A purchase made not for private or personal use but rather for use in the course of business.
6. The item is under warranty and the consumer allows an unauthorized technician to repair it 7.The complaint falls under the purview of another Government Agency such as the St. Lucia Bureau of Standards (SLBS), the Ministries of Health or Agriculture. | 
