Feedback & complaints

Use the form below to explain the issue in your own words. Include an order reference where available, the product or service involved and the dates that matter. If the concern is about advice, delivery or an earlier response, describe that part of the experience rather than opening another product enquiry without the context.

State what outcome you are seeking, such as a clear update, assessment of an affected item or review of an earlier decision. You do not need to know the correct legal terminology to ask for help.

List the affected items, quantities and selected variants. Summarise any earlier contact and the response you received. If you have photographs, order documents or a relevant specification, say what you have; the form accepts text, so ask for the appropriate way to provide files if needed.

A short chronology helps: date ordered, date received, date the issue was noticed and what happened next. Keep copies of correspondence and reasonable records of relevant costs. Avoid including passwords, full payment-card details or unrelated personal information.

If the issue affects a booked installation, site access or use of the room, explain that impact. For an apparent safety issue, stop using the affected item and seek appropriate urgent assistance. This enquiry form is not an emergency service.

Do not continue to use a leaking or electrically unsafe fitting while waiting for a reply. Contact the appropriate qualified professional where isolation or urgent site work is necessary, and retain a record of the issue and action taken.

If an earlier response does not address your concern, identify the point that remains unresolved and ask for it to be reviewed. Keep the same order and complaint reference, if one has been provided, so the history can be considered together.

The returns and refunds policy and consumer guarantees information explain the relevant product-support routes. They do not prevent you from seeking external assistance. The ACCC consumer-help directory lists state and territory agencies and other avenues; the ACCC does not resolve individual disputes.