Questions to ask when a supplier rejects a defective-goods complaint

How to use this guide

The purpose is not to trap the supplier. It is to turn a vague “warranty declined” or “physical damage” response into a position that can be checked against the product, Consumer Protection Act, documents and repair history.

Before asking: state the reference facts

Open with a compact reference block so that the answer cannot be attached to the wrong product or ticket:

• buyer name and contact detail used for the sale;
• supplier, store or website;
• order or invoice number;
• product, model and serial number;
• purchase and delivery date;
• first complaint date and ticket number;
• current location of the goods; and
• remedy already requested.

Attach only the records needed for the question. The defective-goods documents guide explains what each record can prove. If information is uncertain, mark it as uncertain instead of choosing a convenient date.

Questions about the supplier’s understanding of the complaint

Start by confirming that both sides are discussing the same problem:

1. What defect or symptom did you record when the goods were received or inspected?
2. Which model, serial number, component and accessory set did you assess?
3. What purchase, delivery, complaint and inspection dates are shown on your system?
4. Is your decision about the original fault, a later fault, installation, misuse, accidental damage or another issue?
5. Which facts in my complaint do you accept, dispute or say you cannot verify?

Ask for corrections where the supplier has the wrong serial number, date or symptom. Do not silently edit the original complaint. Keep the first version and the correction trail.

Questions about inspection and technical findings

A rejection should be more specific than a label. Ask:

• Who inspected the goods, on what date and at which location?
• What qualifications or role did the person have for that inspection?
• Which tests were performed, and under what conditions?
• What physical observations, error logs, measurements or photographs support the conclusion?
• Was the item opened, reset, updated, repaired or altered during the assessment?
• Which component is said to have failed, and what is the stated cause?
• Were the consumer’s reported symptoms reproduced?
• What limitations or uncertainty did the inspection have?
• Can I receive the job card, diagnostic report and images?

If the supplier says “impact”, “water”, “wear and tear” or “incorrect installation”, ask for the observable evidence and the instruction or specification against which the condition was assessed. A photograph of a mark may establish that the mark exists; it may not establish when it occurred or that it caused every reported fault.

Do not demand that a staff member make an expert conclusion outside their role. The answer may properly be that an independent assessment is required.

Questions about the legal or policy basis

Ask the supplier to separate different sources of its position:

1. Is the decision based on the manufacturer’s voluntary warranty, the supplier’s return policy, a disclosed sale condition, the Consumer Protection Act, or another agreement?
2. Which clause or statutory provision is relied on?
3. Was that term supplied before the sale, and can the complete version be provided?
4. Does the supplier say the Act does not apply to the transaction? If so, why?
5. Does it say the goods complied with the section 55 quality standards, or that an exception or later alteration applies?
6. Does the decision account for the section 56 implied warranty and any previous repair?

A store policy and a statutory right are not necessarily the same thing. Equally, mentioning section 56 does not prove that every transaction or failure qualifies for an immediate refund. Ask for the complete reasoning and preserve it for review.

Questions about repair, replacement and refund options

Where the supplier accepts that a problem exists, clarify the proposed outcome:

• Which remedies were considered, and why was the selected remedy offered?
• Is the consumer being asked to authorise an inspection or a repair?
• Will collection, diagnosis, parts, labour and return carry any charge?
• What happens if the repair does not remedy the fault or another failure appears?
• Is a replacement new, refurbished or equivalent, and what warranty will apply?
• How was a refund, deduction or store-credit amount calculated?
• Does accepting the offer require a release, waiver or return of all components?
• By when must the consumer respond, and can the offer be supplied in full writing?

Do not agree to an undefined repair or sign a release merely to recover the product. Ask what will be changed, what happens to removed parts and how the item’s condition will be recorded at handover.

The retained defective-goods evidence pack owns the full preparation checklist for comparing the offer with the product and complaint history.

Questions where the goods have already been repaired

The dates and identity of each repair matter. Ask:

1. What fault was recorded on the job card?
2. What part or setting was changed?
3. Was the unit tested for the reported symptom before return?
4. When did the supplier receive and return it?
5. Does the supplier accept that the same or a further failure appeared after repair?
6. What remedy does it now say is available, and on what basis?
7. Where are any removed components and repair photographs?

Section 56(3) addresses a failed repair in covered circumstances. Avoid arguing from the number of visits alone. The job cards, fault identity and timing allow the rule to be considered accurately.

Questions about product safety

If the goods may be unsafe, lead with safety rather than compensation:

• Should the item be disconnected, isolated or returned immediately?
• Is there a current recall, safety notice or affected batch?
• Who should be contacted for urgent collection or reporting?
• May the item be transported safely, and are special instructions required?
• Has the supplier notified the producer, importer or regulator?
• What record will confirm the handover and condition?

Do not continue using an item to prove the fault. Do not ship a battery, chemical, contaminated product or damaged electrical item without checking appropriate safety and carrier rules. Keep the report reference and any recall instruction.

Questions about the complaint pathway

Ask the supplier for a clear route rather than an invitation to “try customer care again”:

1. Is this the final internal decision?
2. Who can review it, and what information will that reviewer consider?
3. What reference number and response period apply?
4. Does an industry ombud or sector regulator cover the goods or supplier?
5. Is the supplier a participant in the relevant scheme?
6. Which address or portal should receive the escalation?
7. Will the supplier preserve the product and inspection records while the dispute continues?

The Consumer Goods and Services Ombud states that a consumer should first lodge the complaint with the supplier. The National Consumer Commission explains that proof, jurisdiction, prior mediation and prescription can affect its handling. A route supplied by the business should still be checked against the receiving body’s current official page.

Questions to ask an ombud or regulator before filing

If the supplier does not resolve the matter, ask the intended body:

• Does this product, supplier and transaction fall within your jurisdiction?
• Must the supplier’s internal process be completed first?
• Which form, portal and supporting records are current?
• Is there a filing or referral time limit that may apply?
• What remedy or process can this body provide?
• Must another ombud, provincial office or regulator be approached first?
• How should an urgent safety issue be reported?
• How will receipt and progress be confirmed?

Do not assume that filing a complaint pauses a court, contractual or statutory time limit. If timing matters, obtain advice on the specific claim. Use the consumer complaint checklist to build one consistent submission.

Questions before paying for an independent report

An independent inspection may help, but ask about scope first:

• Will the assessor identify the exact product and condition received?
• What questions will the report answer?
• What tests require destructive access or alteration?
• Will the supplier be invited or notified where appropriate?
• What qualifications and conflicts does the assessor have?
• What photographs, readings and limitations will be included?
• Who keeps removed parts and the original report?
• What is the fee, and is any further work excluded?

Do not commission a report that assumes the legal conclusion. Ask for observations, method, findings and limitations.

Questions that usually make the record worse

Avoid questions framed as accusations or guarantees:

• “Why are you scamming me?”
• “You know the law says you must refund me, correct?”
• “Will you admit the product could have killed someone?”
• “Can you guarantee I will win if I escalate?”

Replace them with verifiable requests: “Please provide the report and clause supporting the refusal”; “Which remedy did you consider under the current facts?”; or “Is there a safety notice for this model or batch?”

The dispute-organisation guide explains how to record each answer, source and promised follow-up.

A compact written question sequence

Use this order for a first follow-up:

1. confirm the product, sale and ticket reference;
2. state the observed fault and requested remedy in one paragraph;
3. ask for the inspection findings and supporting records;
4. ask for the legal, warranty or policy basis;
5. ask which remedies were considered and why;
6. ask for the final internal and external escalation route; and
7. request a written response by a reasonable stated date.

Attach an index rather than an unlabelled collection of screenshots. If the supplier answers only part of the letter, list the unanswered numbered questions and follow up once in a controlled way.

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