How to Complain as a Consumer and Be Heard

To be heard by the powers that be, you need to sound prepared and reasonable. Next, you need to know how and where to complain. There can be positive results if you are willing to be persistent and put a little work into it.

Instructions

Difficulty: Moderate

1. Follow the chain of command. Did you buy a lemon of a car? Start with the salesperson -- next talk to the dealer. If you get no results, then you can start calling the Better Business Bureau, the company's district officer and so on up the ladder. Always get each person's name and write the details down, whether you talk in person or over the phone.
2. Know that in order to get action on a complaint, you have to substantiate your problem. This means keeping meticulous details of everything that is going on. If you talk to anyone, get their name and record the date and time and what was said over the phone or in person. Every time you talk to someone to try to get some action, write it all down.
3. Record the conversation. You can buy a recorder made for this purpose or use a hand held one, but realize that if you do this, you must tell the person you are talking to that they are being recorded. Otherwise you are recording them illegally and whatever they say, the tapes would not be admissible in court, if things get that far.
4. Write letters and keep copies of them with dates and the names and addresses of those you sent them to (the Better Business Bureau, District Offices, the Police, the City Council, Regional or national business headquarters, etc.) Also keep copies of any mail sent to you.
5. Enlist the help of others if others are affected. A neighborhood safety issue, a school bully, a boss with inappropriate behavior, a labor issue-- many problems involve others. Get their help. They could make your case. Make a pamphlet, make calls, knock on doors and see if others want to be heard as well.
6. Research your options. Go to the research librarian for help. There may be agencies that help people deal with just these kinds of problems. Consumer protection, legal aid, women's rights groups, victims of crime groups all have access to information and resources that can help you.
7. Make noise. This is the most important step of all if you want to be heard.
   call the local TV station (most have some kind of citizen help task force), write a letter to the editor, email and write to every local official you can think of and be sure to include lists of any names who are on your side with a stake in this.
8. Be persistent-make a commitment to the long haul if this is important. Be reasonable and truthful and well prepared. Gather facts and supporters and keep your cool with everyone. Reason is remembered far longer than anger.

Tips & Warnings

• Prepare for a fight. Commit to being persistent.
• A cool head goes farther than a sharp tongue. You need to appear reasonable if you want people to listen to you.
• Record conversations honestly and in as much detail as possible.
• Be fair to all parties involved. just because you are angry, that doesn't mean that others don't have a right to fairness as well.