Customer service: have your say

CHOICE is investigating the state of customer service offered by big businesses in Australia and we want to hear about your customer service horror stories. Your experience will help build the case for new fairness laws that make a raft of unfair business practices illegal.

Do you think businesses should be required to provide adequate and accessible customer service?

Yes

Not sure

Do you think the standard of customer service provided by businesses is getting worse?

Yes

Not sure

In the past year, have you experienced poor customer service from a business that you dealt with?

Yes

For the example you’d like to tell us about, what type of business was it?

Retail store (in store or online)

Energy company

Bank or other financial institution

Phone or internet

Travel

Other

Please specify

What was the name of the business?

Why were you contacting, or attempting to contact, the business?

Enquiry about a product or service I hadn’t purchased yet

Problem with a product or service I had already purchased

Request for a refund, repair or replacement

Other

Please specify

Please describe your experience. What happened?

How did poor customer service affect you? For example, did you lose money, waste time, or feel embarrassed?

Some businesses sell extended warranties that promise better customer service, like a dedicated phone number. Do you think it is fair for businesses to sell customer service as part of an extended warranty?

Yes

Not sure

In the last 2 years, have you purchased an extended warranty?

Yes

Tell us more about your experience, e.g. which business did you purchase it from, why did you purchase it, and did you get the service you paid for?

Is there anything else you would like to share with us?

Are you happy for a member of the CHOICE team to contact you by email to discuss your response further?

We sometimes have follow-up questions about your experience to help inform investigations and opportunities to strengthen our campaign.

Yes

Submit response

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