Resolving Issues – Sellers

Complaint Resolution

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 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:

 

Step 1

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.

 

Further suggestions:

  • 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

 

Step 2

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

 

More resources:

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

DSA New Zealand

DSA Singapore

DSA Malaysia

DSA USA

DSA UK

DSA India

DSA Indonesia

DSA Canada

DSA Taiwan

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

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