In Depth
Consumers
Complain and win
How to make companies take you seriously
Last Updated February 19, 2007
By Georgie Binks | CBC News
In these days of computerized gadgets, answering machines and downsized service, it’s often difficult for a consumer to figure out how to deal with a complaint. Who is the right person to complain to? Is the company committed to helping you? Is there a certain way you should approach a company so they will take your complaint more seriously? And, of course, will you ever be able to convey your concerns to a human?
Here are some tips on who to contact and how to approach companies:
Do
Keep receipts, statements, warranties and related written material for every transaction.
Get names and extension numbers of the people you are dealing with, and log the time and date of the calls or conversations. Always insist on speaking to the manager or the supervisor.
Make sure you’re absolutely professional when you contact company officials by phone, mail or e-mail. Remember that phone calls to companies are often recorded “for customer relations purposes and quality assurance.”
If you’re being given the runaround, contact the media. Many media outlets have reporters who deal specifically with complaints. You can also enlist the aid of ADR (Alternative Dispute Resolution) Institute of Canada, which offers mediators, at 1-877-475-4353.
Don’t
Don’t lose your composure. Don’t threaten physical violence. Ever.
Helpful sources
On the web, sites such as www.planetfeedback.com and www.complaints.com are places where people can rate (and rant about) their consumer experiences and treatment.
As well, there are consumer and commercial relations offices in the blue pages of local phone books in each province. The Canadian Council of Better Business Bureaus can be reached through its website.
Not another phone robot
The websites www.GetHuman.com and www.gethuman.com/ca both instruct complainers how to reach humans as quickly as possible. Once you reach a human, be polite; you’ll likely accomplish more this way than by immediately launching into a tirade.
It’s also a good idea to take notes about the conversation, and get the names and ID numbers of any employees you speak with. Log the date and times of calls, so that you can produce the details later on if necessary.
Travel troubles
Air travel with today’s beefed-up security can be stressful, but don’t lose your cool in the airport or on a plane. Most airlines have customer-service representatives on hand at airports if you need immediate assistance. If an issue can’t be settled there, call the airline’s consumer office.
Again, documentation is key when it comes to escalating your complaint to higher levels of management or when seeking compensation. Take notes at the time of the incident, and write down the names of airline employees you’re speaking with. Keep all travel documents as well as receipts for any out-of-pocket expenses as a result of the mishandling.
If you receive no help, then take the complaint to Canadian Transportation Agency. Many airlines and travel companies also have an ombudsman – for Air Canada, fax 1-866-584-0380, and Via Rail is 1-800-681-2561.
Restaurant
You want good food and service, but if all else fails you want your money back. “If the service is bad,” Joyce Reynolds, at the Canadian Restaurant and Food Services Association, says, “tell the manager privately right away. Complaints are an opportunity for a restaurant to really show what they can do.”
If you feel uncomfortable complaining right then, write a letter afterwards detailing the problem. Restaurants thrive on word of mouth recommendations, and many will do their best to make it up to you if you let management know you’ve had a bad experience.
The cleaners
Dry cleaners can send clothes to an independent lab to figure out the problem if something goes wrong with the cleaning process, and they often cover the cost (usually between $50 and $60). If it’s the drycleaners fault, there’s a formal industry guide to determine compensation. The International Fair Claims Guide takes the list of popular articles of clothing, assigns a reasonable life expectancy to each type, and gives a rationale for arriving at an appropriate value for damaged piece of clothing.
Bank
If you have a concern over things like banking charges, an investment or loan, or simply your treatment at a bank, the Canadian Banking Association advises going to your branch manager first, and then if necessary the regional manager. If that doesn’t resolve things, each bank has an ombudsman. Finally, there’s an Ombudsman for Banking Services and Investments, an independent body that investigates complaints, that can be reached at 1-888-451-4519 or through its website.
The tax department
Contrary to popular belief, you can fight the government and beat the taxman. And you can do it without hiring an expensive tax expert. Much of strategy for winning a fight with the tax department involves simply saving receipts, and making copies of them. If you want to dispute your taxes, start off by checking out the Canada Revenue Agency’s website. Make your initial complaint to 1-800-959-8281, which can also steer you to the agency’s appeals division.
Retail outlets
After the holiday season, people are often stuck trying to return unwanted or faulty gifts, and some retailers are tightening up their return policies to cut their losses. If you think there may be a problem making a return or exchange (say, you don’t have a receipt) always call the store ahead of time and ask to speak to the manager or owner. You’ll likely make more headway with a clerk or store staff when you turn up at the store if you’ve already been in touch with their boss. Be polite and explain the situation calmly.
If a return is involved, find your documentation. If that’s lost, try to find something through your bank or credit card company (or from the person who gave you the gift) to prove it was purchased at the store.
Computer woes
Before you buy a computer or a software package, investigate the technical support available and make sure it’s free; some companies charge for support, particularly over the phone. Companies often provide free online support, but it often takes time to get a response (and if your computer isn’t working, then online support won’t be much help). You need to be able to contact someone by phone when things go wrong, and you don’t want to find yourself paying through the nose to do it.
If the problem is with an internet service provider, find out if they’re a member of the Canadian Association of Internet Providers and lodge an official complaint. When all else fails, do what London, Ont., Judge Bev Reade did. She sued her internet provider for what she called “high-handed contemptuous” behaviour. She won an undisclosed amount of money and a written apology from the company’s president.
Complaining about a professional
Doctors, dentists and lawyers all have professional organizations they answer to. If you’re unhappy with a lawyer’s billing, for example, contact the lawyer. If you can’t work it out, contact the court office to have your bill assessed. If the complaint is about ethics or quality of service, complain to the provincial law society.
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