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Help and Guides

Practical, plain-language guidance for preparing, submitting, tracking and escalating a complaint safely.

Who can complainAn adult consumer may complain about goods, services, contracts, billing or public services that affect them. Representatives must have authority.Guidance included below
How to write the complaintState what happened, when it happened, the reference numbers, what you already tried and the reasonable outcome you want.Guidance included below
Evidence and privacyKeep invoices, statements, messages and photographs. Do not put ID numbers, bank details, medical records or private contact information in the public summary.Guidance included below
Escalate a complaintGive the organisation a reasonable opportunity to respond, then use the industry or public-service workflow to identify the appropriate ombud or regulator.Guidance included below

The complete complaint workflow

Prepare the facts

Write a dated timeline and collect reference numbers and evidence.

Submit privately and safely

Sign in, complete the guided form and keep sensitive evidence out of the public summary.

Moderation and routing

Complaintshub checks the summary and routes it to the organisation or public body.

Track the response

Your complaint page records the response, progress and outcome.

Escalate if necessary

Use the relevant industry or government page to identify the next formal route.

Start a complaintRead frequently asked questions