AIC LIFE GUIDE
Start by separating the type of problem
An unexpected charge, a subscription, an online order, a doorstep sale, a service-cancellation issue and a possible crime can require different routes. First identify the seller/provider, the transaction date, the contract/order record, the amount, the payment method and any messages or confirmation screens. Keep copies and a dated record of contact attempts.
Evidence can help you explain the issue; it does not guarantee a refund, cancellation or outcome.
Contact the responsible seller or provider safely
For an ordinary billing, delivery, subscription or service problem, use the official customer-support route shown in the contract, order confirmation or provider website. Ask for a written record of the response when possible. Do not send passwords, one-time codes, identity documents or payment credentials simply because an unsolicited caller or message asks for them.
If there is immediate danger, coercion, suspected crime or a threat to safety, consumer guidance is not a substitute for police or emergency action.
Consumer Hotline 188
The Consumer Affairs Agency operates Consumer Hotline 188 to direct callers toward nearby consumer-affairs consultation contacts. It is an official first route when you do not know where to seek consumer consultation. It is not a court, lawyer, guaranteed dispute-resolution service or universal multilingual hotline. Check current access and language information before relying on it.
Cooling-off and cancellation: verify the transaction, not a slogan
Cooling-off rules apply to specified transaction types and conditions. They are not a universal right for every purchase. Official consumer guidance distinguishes, for example, certain door-to-door or telemarketing transactions from mail-order/online transactions; the transaction type, contract documents, dates and conditions matter.
Do not rely on a general “eight-day” rule for your own situation. Preserve the contract/order information and seek current official consumer guidance promptly if cooling-off or cancellation may be relevant.
Online shopping and subscriptions
For online shopping, inspect the seller identity, final-order screen, return/cancellation terms, delivery record and payment trail. For a subscription, keep the sign-up confirmation, renewal/cancellation terms and evidence of any cancellation attempt. Do not assume an online purchase has the same cancellation route as an unsolicited sales transaction.
Scams, fraud and consumer disputes are not the same thing
A disappointing purchase or contract dispute is not automatically a crime. A possible scam, fraud, coercion, stolen information or immediate safety issue may need police or another official route. Use Consumer Hotline 188 for consumer-consultation orientation, and follow police/emergency guidance where crime or immediate danger is suspected.
Housing and utility crossover
For rental-contract or household-service issues, start with the relevant Task 39 Renting or Utilities guide to identify the responsible owner. Those pages remain the detailed domain guides; this page provides general consumer escalation, not contract interpretation.
Your next action
Keep the evidence, contact the responsible party through a verified route, then use official consumer help if needed. Do not let a deadline, threat or unfamiliar message push you into sharing credentials or making an uninformed payment.
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