A partnership led by CLEO
If you bought a product or service from a business and you're not satisfied, the first step is to write them a letter.
This tool creates a complaint letter that you can send to the business. After you answer a series of questions, you'll get an email with the contents of the letter.
In most cases, the same rules apply whether you buy a product or service from a store, a door-to-door salesperson, online, by phone, or by mail.
For example, you might have a problem with a used car, car repairs, maintenance or repairs on your home, an appliance, or an item of clothing you bought online.
After you send the letter, if the business does not fix the problem, you can complain to the Ministry of Public and Business Service Delivery. You must do this within 2 years of when you bought the product or service.
Note: It's best to make your complaint to the Ministry within 6 months of buying the product or service. Then, if the Ministry is not able to help, you'll still have time to file a claim in Small Claims Court. You have 2 years to do this.
To use the tool, you need:
Steps to Justice has more information on consumer rights.
CLEO does not store your personal information.
Fields marked with an asterisk * must be filled in.
You can add your signature now or when you get the email with your letter. If you wait, you'll have to print off and sign your letter before sending it.
You can sign using your mouse if you're on your computer. You can sign with your finger if you’re using a touch screen device like a phone or tablet.
If you want to re-do your signature, click on the X in the top-right corner of the box.
The Consumer Protection Act lists 3 reasons for making a complaint. You make a complaint based on one or more of these reasons.
Select this reason if the business said that:
Select this reason if the business:
Select this reason if the business pressures you into changing your contract by keeping the product or service that you bought. For example, this might happen if a moving company won't deliver your things until you pay an extra fee.
Use full sentences. Here are some examples of what you might write:
The store sold me a cellphone that they said was new. But when I took it home and started to use it, I realized it was refurbished.
I took my vacuum cleaner to get fixed and you told me that a part needed to be replaced. But there was nothing wrong with that part and it did not need to be replaced.
When I bought my new fridge, the salesperson told me it was the newest and highest-rated model. But that was not true. There’s a newer and better model available, and the salesperson knew that.
Use full sentences. Tell the business what you would like them to do to solve the problem. For example:
If you have more than one item, put each on a separate line. Here are some examples:
Make sure to keep copies of anything you send.
When you get the email with the contents of your letter, read it over carefully. You may have to make some changes and add some words or take some out.
You can forward the email to the business. Or, you can copy the text into another program like MS Word and create a letter that you send by mail.
Make sure to keep a copy of the letter and any documents you send.
Steps to Justice Partners