How to make an effective complaint about products or services

When we purchase products or services that don't meet our expectations or violate our rights as consumers in Timor-Leste, it's important to know how to file a complaint effectively. A well-conducted complaint process significantly increases your chances of resolving the problem. Here is a step-by-step guide to making effective complaints.

Before you complain: proper preparation

1. Gather all documentationBefore starting any complaint, gather all the relevant documents:

   • Invoices or purchase receipts
   • Signed contracts
   • Guarantees
   • Previous correspondence with the supplier
   • Photographs of the defective product (if applicable)

2. Know your rights: Familiarize yourself with your rights as a consumer as set out in the Law no. 8/2016. This will allow you to substantiate your claim on a legal basis.

3. Clearly define what you wantBefore complaining, determine exactly what solution you are looking for:

   • Product repair
   • Replacement with a new one
   • Full or partial refund
   • Compensation for damage caused
   • A formal apology

Complain to the supplier

1. Act quicklyFile your complaint as soon as possible after identifying the problem. In Timor-Leste, there are legal deadlines for filing complaints (30 days for movable property).

2. Initial approachStart by trying to resolve the problem directly with the seller or service provider:

   • Stay calm and cordial
   • Explain the problem clearly
   • Provide specific details (date of purchase, serial number, etc.)
   • Indicate the solution you expect

3. Formalize it in writingEven if you have initiated the complaint verbally, it is advisable to formalize it in writing:

   • Address the letter or email to the person responsible
   • Objectively describe the problem
   • Mention the laws or guarantees that support your claim
   • Set a reasonable deadline for a response
   • Keep copies of all correspondence

Appeal to official bodies

If you don't get a satisfactory response from the supplier, it's time to escalate your complaint:

1. Contact AifaesaThe Authority for the Inspection and Supervision of Economic, Health and Food Activities is responsible for monitoring compliance with consumer protection rules.

   • Fill in the official complaint form available at Aifaesa offices
   • Attach copies of all relevant documentation
   • Be specific about violations of your rights as a consumer

2. National Mediation ServiceTo resolve consumer disputes without going to court, you can request mediation:

   • This service facilitates communication between the parties
   • The process is quicker and less formal than a court case
   • The parties can reach a mutually acceptable agreement

3. Last resort - via the courtsIf all previous attempts fail, you can take legal action:

   • Consider seeking legal advice
   • Prepare yourself for a potentially lengthy process
   • Gather all the evidence you need to support your case

Tips for a successful complaint

• Be objective and factualAvoid emotional or accusatory language
• Document everything: Keep records of all interactions, including dates, names and content of conversations
• Persist: Follow up your complaint regularly if you don't get a response
• Use the right communication channels: Identify the appropriate person or department to address your complaint to
• Consider social networks: Public platforms can sometimes speed up resolution, but use them constructively

Remember that complaining properly is not only a right, it also helps to improve the quality of products and services in Timor-Leste. A well-founded and professionally presented complaint is much more likely to be resolved in your favor and contribute to a fairer market for all consumers.