Decide exactly what your problem is and who you think is responsible.  Be fair.  If you are unhappy with an item because you’ve changed your mind about the colour or model you want, you do not have a reasonable complaint.  If there is something wrong with the item, or it does not live up to the claims made by advertisements or a salesperson you may have a legitimate complaint.
	Get your facts so that you can explain your problem briefly and clearly.
	Complain promptly. This is most important if you are dealing with a product or service with a limited-time warranty.
	Complain to the right person. Keep a note of the people you speak with.
	When you complain, your behaviour is very important. Be firm and assertive yet stay calm and reasonable. Don’t apologize for complaining. You have a right to complain about defective products or poor service
	Show any documentation (warranties, bills, sales slips, advertising material, etc.) you may have to support your claim.  Do not give the original copies away; make photocopies.
	Say what you want done, and suggest a reasonable length of time for solving the problem.  Do you want the item repaired or replaced? Do you want a refund? Will you take a credit note? Think over carefully any offer the business makes.

In Person

If you complain in person, it is a good idea to bring along a witness.  When you get home, write down what happened at your meeting.  These notes will be useful in case there is any question about what was decided during your talks.

By Phone

Telephone complaints do not get the best results, as it may be often difficult to get through to the right person.  If you must complain by phone, gather all information together before you make the call.  When you phone, write down all the names of the people you spoke to. Do not be put off. Keep asking to talk to someone willing and able to help you.  When you get through to that person, explain your problem clearly.  Then ask exactly what will be done about the concern, and when. Make sure you go over what has been agreed upon before hanging up the phone. Follow up with a letter that describes the agreement, and keep a copy. Written complaints work the best. Your letter should be short, neat and typed if possible.  Again, be courteous, calm and reasonable.

By Letter

When you write a letter of complaint, include:

	Your name and address
	A telephone number where you can be reached during the day
	The name or type of product or service you bought/leased
	The price you paid or are paying
	The date and place of your purchase
	A description of the problem and what you’ve done to try to solve it
	What you want the company to do about the problem
	Copies of receipts or other documentation

Try to keep it to one page, and address it to a named person if you can. Send your letter by certified or registered mail so that you can prove you sent it. Keep a copy of the letter.

If you are sure that your complaint is reasonable but you are dissatisfied with a business’ response, contact AMVIC. Someone there may be able to help you resolve the problem or refer you to an agency that could help.

If all else fails and your complaint is worth $25,000.00 or less, you could file a claim in the Civil Division of the Provincial Court. Look under "Government of Alberta" in your phone book for contact information or at http://www.albertacourts.ab.ca/go.aspx?tabid=410