Make a complaint

We understand how important good service is to you is and occasionally when things are not quite right that you will want to resolve this.

Guidance for retailers

This page outlines our simplified two step complaints process. If you would like to read the complete document, download the charter.

Common complaints
Putting things right

The Service pledge is designed to resolve serious or persistent breaches by your wholesaler, publisher or distributor, of one or more of the clauses contained in it.

It’s not for those occasional service blips where a simple question to your wholesaler’s Customer Service department may easily resolve the matter.

If you believe you’ve suffered a breach, identify the clause in the PDC that’s been breached. Contact your wholesaler and raise this issue with them. Your wholesaler will be able to advise whether your issue can be dealt with by them, or passed on to a publisher or distributor.

The Press Distribution Charter complaints process cannot be used if the incident complained of occurred more than three months ago

The wholesaler, publisher, or distributor has 48 hours to respond to you, once they have received your complaint. If there is no response, or if you do not accept the response, you may then formally complain.

Your complaint may involve a claim for restitution, if this is the case or to find out more, click here.

Two Step Complaints Process

Tried to solve your problem locally? Before you make a formal complaint, contact your wholesaler to see if they can help.
The process is not designed to deal with small issues, but to cater for serious or persistent problems.

Please note.
The Press Distribution complaints process cannot be used if the incident complained of occurred more than three months ago.
Step 1 - Make a complaint

Contact the company you believe is responsible for the service failure.

Complete the form and submit or send a copy.

Your Wholesaler is obliged to formally investigate your complaint and reply to you within 28 days.

Step 2 - Request Arbitration

If the matter is not resolved after 28 days, or you are dissatisfied with the outcome...

Contact the PDF Administrator who can support you further, including passing your complaint to an independent arbitrator for a final adjudication.

The independent arbitrator will announce a decision after 14 days.

Examples of serious complaints

Ts & Cs

Terms and conditions are not clear and do not meet the minimum standards of the Charter.

The Charter states:
“The standards of the Press Distribution Charter will be incorporated by each wholesaler into its Terms and Conditions of Business.”

To see if you have a valid complaint the Charter can help you. Please consult section 1 - Delivery Quality to see where your complaint sits.

How do I identify my complaint?
If you believe you have a valid complaint, and it qualifies as serious and/or persistent then please identify the section in the charter that applies.

Example:
The wholesaler has failed to provide six weeks’ notice in writing in their communication of changes to the Terms and Conditions of Business to retail customers as they should in Section 1.2 of the Charter.

What details should I include?

When was communication received? (if at all)

Details of errors made in communication

What evidence should I include?

Copies of terms communications received

Copies of relevant correspondence from the wholesaler

Deliveries

Newspapers or magazines arrive after your RDT/STD or don't arrive in a saleable condition.

Documentation

The documentation about your delivery is not clear.

Information

Wholesaler does not give you access to information to help you manage your supply.

Credited unsolds

Unsold are not collected and credited promptly and accurately.

Vouchers

Vouchers are not received, processed and credited efficiently.

Invoices

Invoice is not detailed and accurate clearly showing all your charges and credits.

Q & As

Wholesaler fails to answer questions about your invoice or the service you receive.

Sub-retailing

Wholesaler fails to give you support on sub-retailing.

Not quite ready?

If you need further advice about making a complaint, please contact us and we will be happy to advise you.

Help and contact

Wholesaler complaint forms

To make a formal complaint, you will need to complete a customer complaint form.

It is up to you to match your complaint with a Charter standard, and where appropriate, provide evidence that may support your complaint.

Your must provide sufficient detail to enable the respondent to understand what it is about and what remedy you are seeking