Welcome to our online CDRL complaints portal. To proceed with your complaint please follow the below stages and provide all the information requested. It is important that you complete all sections of the form and that you are careful to provide relevant, accurate and thorough information in relation to your complaint. It is also important that you provide us with any evidence that you have to support your claim.
To be eligible to make a complaint against a respondent, you must have already complained to the respondent directly in writing and either received a final written response (sometimes referred to as a ‘deadlock letter’) or given the respondent eight (8) weeks to respond to your dispute. Consumer Dispute Resolution Ltd can only deal with unresolved complaints.
Please follow the next steps to lodge your complaint. Below are some further details of the information that we will require from you in order to lodge your complaint:
This section requires you to input your details and set up an account with CDRL. You will also need to inform us if a third party is acting on your behalf and provide a letter of authority.
About Your Complaint
We will require:
-full details about your purchase and/or service;
- full details about your complaint
- accurate dates concerning your purchase and/or service
- dates of any relevant correspondence
- your desired outcome as a resolution to the complaint
Evidence & Supporting Files
Examples of the types of evidence we accept are:
- Order forms and receipts
- Supporting images of your complaint
- Correspondence between you and the trader
We can only accept the following file types .jpg .jpeg .gif .png .PDF .doc .docx .xls .xlsx and mp4
If you are uploading email files, please cut and paste the date, email addresses, sender and recipient information and the content of the email into a Word or PDF file and then upload this file.
We are unable to advise you on what evidence needs to be uploaded in support of your claim, except to remind you that we can only form our decision based on the evidence that has been provided.
You are required to agree to our terms stated below
Please read and sign this declaration:
I would like Consumer Dispute Resolution Limited ("CDRL") to investigate my complaint.
I understand and acknowledge that CDRL may publish the final decision.
I agree to provide true, accurate and full information about my complaint.
To sign the declaration tick here