Use this general preparation guide when the retailer has directed you elsewhere instead of resolving the complaint. It helps you organise the issue before deciding what to do next.
Write down what was purchased, when it was purchased, what went wrong, when you first contacted the business and the outcome you asked for. Keep statements factual and avoid adding details you cannot verify.
Ask the retailer to clarify its position in writing and explain the outcome you are requesting from it, supported by the purchase record.
You could consider the relevant state or territory consumer affairs or fair trading body. For official general information, review the ACCC guidance on contacting a business. If a card payment dispute might apply, consider organising chargeback evidence before contacting the payment provider.
Browse more independent problem and retailer guides.