Solving Disputes, Complaints and Problems

How to deal with disputes

Whether you have a complaint or a complaint has been made about your business, you should first try to resolve it internally. It’s a good idea to set up an internal dispute resolution process within your own set of business procedures.

At the very least you should know:

• how you will deal with complaints from the very start (who will manage the complaint and how they will do it)
• internal negotiation methods (focusing on joint decision making and practical solutions)
• where to go if you can’t solve it yourself – the alternative way to resolve a dispute such as mediation or assisted negotiation

Where to get help

Not all disputes can be solved on your own and the skills of a professional may be required. There are organisations set up to help you solve your problem, whether it’s with employees, another business, a customer or even government. They can help you understand your rights, suggest solutions or mediate to help negotiate an outcome.

Step-By-Step: Solving your dispute, complaint or problem Find out where you can get help solving your particular business dispute, complaint or problem.

Setting up a complaints handling system

You should have a complaints handling procedure which welcomes complaints, deals with them straight away and includes staff training.

	Disputes, complaints and problems: how to prevent them (PDF 83Kb)
	How contract clauses, handling procedures, record keeping and negotiation can help prevent disputes.

Solving customer complaints and feedback

Problems within your business can occur at any time. Complaints from customers or problems with another business can lead to huge legal fees with no guarantee of a happy ending. You can avoid this by setting up a complaints handling system. Start building these processes by keeping track of the types of problems you are having and how they affect your business.

Retail lease problems

If you can’t resolve the problem yourselves, the Office of the Victorian Small Business Commissioner is able to help you find a solution through preliminary assistance, investigation and low cost mediation.

People management

Includes key areas to consider when implementing best practice in employee management.