If there’s a problem
We recommend as a first step you try to sort out any issues directly with your salesperson. If not corrected get in touch with the direct selling organisation they represent. If your complaint is not satisfactorily resolved by the organisation, you can contact DSA to use our reliable, impartial system for resolving issues.
DSA members must comply with our Code of Practice. While direct selling is extensively regulated by Australian law, the Code of Practice complements this law and gives consumers more assurance. While it’s focus is on the rights of consumers it also guides behaviours between members and with direct sellers. The Code of Practice assures a quick and inexpensive alternative for resolving issues.
If DSA can’t resolve your complaint it will be referred to our independent Code Administrator for investigation and determination.
If you wish to make a complaint, it should include:
- The date and details of the transaction
- The alleged contravention of our Code of Practice
- Efforts to resolve the matter
- The current status of the issue
- The preferred resolution
- Any copies of receipts, invoices and other supporting documents.
Send this information to us by email, post or fax. This information can be found on the Contact Us page.
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
WFDSA – World Federation of 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.
Fair Trading
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
