Resolving Issues

Consumer Advice

Direct selling can be a very rewarding experience for both the buyer and the seller. Sometimes however, things can go wrong and either the buyer or the seller may be unhappy with the outcome of a transaction. To help resolve issues with our members, we have a fair, reliable, system in place.

Customer Satisfaction
Shopping with DSAA Members
Shopping with International Direct Selling Association Members
Shopping with Organisations that are Not Members of Any Direct Selling Association

Customer Satisfaction

It's commonly said that a customer with a good experience may tell no-one, but someone with a bad experience will tell 20 people. As direct selling is based largely on personal recommendations, it is very important that consumers are satisfied with their direct selling experience. Our members also genuinely believe in their products and services and want their customers to be satisfied with them and enjoy using them.

Shopping with DSAA Members

If you are not satisfied with a shopping experience you had with a member of the DSAA and you feel it is unethical, illegal or a possible violation of the Code of Practice there is a system in place to help you resolve the issue.

Firstly, contact the salesperson immediately and explain your concerns. If the salesperson cannot or will not correct the problem to your satisfaction, contact the direct selling organisation and explain the situation.

Your complaint to the organisation should clearly include:

The date and details of the transaction, such as the product or service purchased, its cost and the parties involved.
Any contravention of Code of Practice violation you feel has occurred.
The efforts you have made to resolve the matter and any responses the other parties have made to resolve the problem.
The current status of the issue.
How you would prefer to see the complaint resolved.
Copies of invoices or other supporting documents.

The DSAA Member must respond to your complaint within ten days.

You may lodge your complaint with the DSAA online through our Contact Us section or alternatively you can send your written complaint by post or facsimile. We will then investigate your issue and contact you directly.

Mail: PO Box 744, Kogarah NSW 2217
Facsimile: 02 9588 7441

If your complaint is not resolved satisfactorily by the DSAA, it will be referred to an independent Code Administrator. The decision of the Code Administrator is binding on the member but not the consumer.

Shopping with International Direct Selling Association Members

If you have a concern about an organisation that is not a member of the DSAA, but is a member of a direct selling association in another country, then you can send your complaint to that other direct selling association.

All direct selling associations that are members of the World Federation of Direct Selling Associations (WFDSA) agree to follow the World Code of Conduct as a minimum standard of ethical behaviour. The World Code means that you can still be protected, and file a complaint, even though the organisation is not one of our members.

Shopping with Organisations that are Not Members of Any Direct Selling Association

If you have a complaint against a direct selling company that is not a member of any direct selling association there are organisations that may help you. View a list