Media Release: Equipping small business with the tools of the trade


NSW Fair Trading Commissioner Rod Stowe has marked the opening of the 2016 National Consumer Congress by launching a toolkit to assist small businesses in handling consumer complaints.

Mr Stowe said the Complaints Toolkit, developed by the Society of Consumer Affairs Professionals Australia (SOCAP) and Monash University’s Australian Centre for Justice Innovation, may help businesses stay off NSW’s Complaints Register, due to begin operation in August.

The Register will list those traders who have been the subject of 10 or more complaints in the previous calendar month.

“Complaints should be an opportunity for small businesses to learn how to improve their service and in doing so boost their bottom line,” Mr Stowe said.

“This toolkit is a comprehensive, easy-to-understand guide to help businesses effectively deal with complaints.”

Mr Stowe said the toolkit included practical advice and tips and a simple clarification of a business’s obligations under the Australian Consumer Law.

Issues such as the responsible use of social media and identifying and assisting vulnerable consumers are included in the toolkit.

“Small businesses will find a wealth of practical tools to help them deliver better service, including samples of complaints handling letters that can be used as templates and quick links to further reading and information,” Mr Stowe said.

The Small Business Complaints Toolkit is available from the SOCAP website at:

The Consumer Congress is an annual national conference hosted by the Australian Competition and Consumer Commission (ACCC), bringing together stakeholders from across the public, private and community sectors to explore the key issues facing Australian consumers.

Media contact: 0438 108 797