How to handle a customer complaint well

Listen first, and write it down

Let the customer explain without interrupting. Then repeat the problem back in your own words: “So the heater was installed on Tuesday and it stopped working on Thursday morning?” This shows you understood and stops the conversation going in circles.

Write it down straight away, in one place the whole team can see, with the date, what was promised and what went wrong. A complaint that lives only in someone’s memory is easy to lose and impossible to learn from.

Acknowledge quickly, even before you have an answer

Most complaints get worse while the customer waits. Reply the same day, even if it’s only to say you’re looking into it and when they’ll hear back:

Hi [First name],

Thanks for letting us know, and I’m sorry this has happened. I’m looking into it now and will call you by 3pm tomorrow with what we’ll do to fix it.

Own it and give one person responsibility

Customers hate being passed around. Give the complaint a single owner who replies, chases and closes it. If someone else needs to do the work, the owner still keeps the customer informed.

Avoid blaming suppliers, other staff or the customer, even if they contributed. Focus on what you’ll do now.

Fix it, then confirm it’s fixed

Offer a fix that matches the problem: redo the work, replace the item, refund part of the cost, or a mix. Be clear about what you’ll do and by when. When it’s done, tell them, and ask whether everything is now right. That last question catches the cases where it isn’t.

Under the Australian Consumer Law, customers have automatic rights to a repair, replacement or refund when goods or services have a major problem. Your process should never suggest otherwise. The ACCC’s consumer guidance explains the basics.

Agree how the team responds

Anyone can take the first call, so agree the basics with the whole team: thank the customer for raising it, don’t argue on the spot, write it down, and tell them who will get back to them and when. Give people permission to fix small problems straight away without asking, such as sending a replacement part or booking a return visit, so customers aren’t kept waiting for approval. Bigger decisions, like refunds over a set amount, can go to the owner.

Learn from the pattern

Once a month, look at the complaints together. Are several about the same thing: late arrivals, unclear quotes, a particular product? Fix the cause and the complaints stop. A simple Complaint request type makes these easy to count.

Where NovaSoft One helps

In NovaSoft One a complaint is a request with an owner, a priority and a response target, on the same record as the customer’s quotes and jobs. Ready-made replies make the first acknowledgement quick, and the customer can follow progress in their portal. See service and delivery.

Common questions

This guide is general information for Australian businesses, not legal, tax or financial advice. Check anything specific to your situation with a qualified adviser or the relevant government agency.