Closed petition Review the rules on complaint escalation to Ombudsmen/ADR in all industries

We think the review should consider whether businesses with "No resolution" offered to customers should pay a lumpsum for complaint escalation to the Ombudsman/ADR; and whether the time frame for businesses for complaint handling should be reduced to 4 weeks.

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The review should also consider and whether the rule of rejection of repeat complaints should be demolished.

We feel some businesses take large advantage on the existence of Ombudsmen/ADR and do not properly deal with complaints, leaving customers in a disadvantageous position with a lot of distress. We think the timeframe for businesses’ complaint handling, which is usually 8 weeks, is also very unreasonable to wait for "no viable outcomes". Currently if a problem is a repeat issue, Ombudsmen/ADR would reject dealing with the complaint, which we think causes further distress to customers. With a lumpsum paid to the Ombudsman/ADR by businesses each time, we think they would think twice.

This petition is closed All petitions run for 6 months

19 signatures

Progress of the petition towards its next target: 19 of 10,000 signatures required to get a government response

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10,000 signatures required to get a government response

Date closed 4 August 2025
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