Government to aid SMEs with consumer complaints

The Small Business Complaints Toolkit includes practical advice and tips on dealing with consumer complaints, as well as a simple clarification of a business’s obligations under the Australian Consumer Law.

NSW Fair Trading commissioner Rod Stowe said issues such as the responsible use of social media and identifying and assisting vulnerable consumers are also addressed in the toolkit.

“Small businesses will find a wealth of practical tools to help them deliver better service, including samples of complaints, handling letters that can be used as templates and quick links to further reading and information,” he said.

“This toolkit is a comprehensive, easy-to-understand guide to help businesses effectively deal with complaints.”

Mr Stowe said the kit – developed by the Society of Consumer Affairs Professionals Australia and Monash University’s Australian Centre for Justice Innovation – could help businesses stay off NSW’s Complaints Register.

The register, which will be launched in August, will list small businesses that have been the subject of 10 or more complaints in the previous calendar month.