It is the Ministry's policy for you to take the complaint to the business where the transaction took place first. In fact his attitude can be the significant factor in determining whether or not he is satisfied with the results of the exchange. What we have noticed is that the loud and aggressive attitude seldom gets just reward. What seems to win the retailer is a smooth, calm, professional attitude, combined with facts. Facts like the receipt, dates that problems arose and the response of the businessman and action taken, at what time and a simple demand for justice.
Past experience comes into play, knowledge, as well as, consumer law.
For example, a woman buys a brand new refrigerator and within weeks has to have it repaired by the retailer on several occasions for a particular problem. If the same problem arises again, it may be time for a refund or exchange. Another example, a person may buy an item, take it home, then realizes it does not match the handbag and wants to return it. The item did not give any problems, nor was it of poor quality nor was it defective, but the consumer wants to exchange it or receive a refund. We do not consider this a legitimate complaint.