SYDNEY: Consumers of clothing, footwear and accessories are getting serious about their retail rights, with 1521 complaints made to NSW Fair Trading in 2009.
This figure was an increase on the 1493 complaints made in these categories in 2008.
Examples provided by NSW Fair Trading include a consumer who purchased a pair of shoes that she had worn only once before the sole fell apart.
"She returned them to the store who offered to have them repaired," explained a NSW Fair Trading spokesperson. "The customer wanted a refund and the store manager was going to call her back. The manager did not return her call so the customer re-contacted the store only to be told that the shoes had been sent off to be repaired. The store refused a refund."
The spokesperson explained that Fair Trading's attempts to mediate with the store directly were unsuccessful and it was referred to the company's head office. The head office agreed to provide a refund and the customer was satisfied with the outcome.
The clothing, footwear and accessories sector was eighth on the list of most complaints. First was household and electrical white goods with 2814 complaints. Second was residential building work with 2533 complaints and third was used cars and motorcycles with 2061 complaints.
Complaints concerning furniture, furnishings and manchester were fourth on the list, followed by automotive repairs and servicing, then computer technology and hardware.
Acting Fair Trading Minister Graham West said the total complaints received was 39,970, compared to 36,814 in 2008, an increase of 8.5 per cent.
“The good news is that the majority of these complaints are resolved quickly, after Fair Trading intervention,” he said. “Over 4000 complaints were referred to the Consumer, Trader and Tenancy Tribunal and more than 3000 were referred to Fair Trading investigators for further examination.”
He said 599 complaints were withdrawn and in 269 cases, the trader was in liquidation.
NSW Fair Trading manages consumer laws and look after the rights of consumers. It also advises businesses and traders on fair and ethical practices.