Resolving Issues – Consumers
While it is rare that consumers or independent sales people (ISPs) lodge complaints against Direct Selling Australia (DSA) members or their representatives, we are ready to assist you if the need arises. Our self-regulatory processes require that DSA member companies and their independent salespeople comply with our Code of Practice
If you feel a DSA member company or ISP is engaging in a business practice you believe to be illegal or violating our Code of Practice (to which every DSA member must adhere), we recommend these steps:
Please try to resolve the matter directly with your company. Your complaint should be in writing to the Member company and include the following points:
- Specific details of the issue with dates;
- Parties involved;
- Any responses the other parties made to resolve the matter;
- Current status of the complaint and;
- How you would like to see the issue resolved or remedied.
- If possible, identify the specific clause in the Code of Practice you feel was not adhered to, and;
- We advise that you consult the terms and conditions of your agreement with the Member company.
If the complaint is not resolved by the Member to your satisfaction within ten clear business days it may be submitted to the DSA directly via the form below.
If the complaint is not resolved by DSA to your satisfaction within 20 clear business days and it is the view that the Member has not engaged in sanctionable conduct, DSA will advise of alternate dispute resolution services.
If the complaint is of a commercial nature and as such, not covered by the self-regulatory Code, DSA will inform you in writing.
By filling in the form linked to the button below, you are agreeing to permit DSA to contact the Member company on your behalf.Complaint Form
What if the company is not a member of DSA?
First check if it belongs to a direct selling association in another country, then you can take your complaint to that association.
International Direct Selling Associations
See a complete list of direct selling associations here
Members of the World Federation of Direct Selling Associations (WFDSA) agree to follow the World Code of Conduct as a minimum standard of behaviour. The World Code means that you may still be protected, and file a complaint, even though the organisation is not one of our members.
What if the company is not a member of any direct selling association?
If you have a complaint against a direct selling company that is not a member of any direct selling association or your complaint cannot be satisfactorily resolved through our Association these organisations may be able to help you.
Australian Consumer Law – Consumers Online
ACCC – Australian Competition and Consumer Commission
Office of Regulatory Services – Australian Capital Territory
Office of Fair Trading – New South Wales
Consumer Affairs – Northern Territory
Office of Fair Trading – Queensland
Office of Consumer and Business Affairs – South Australia
Consumer Affairs and Fair Trading – Tasmania
Consumer Affairs Victoria – Victoria
Consumer Protection – Western Australia