top of page
Chess Pieces

Fixing What's not Working The Smart Approach

1. Think Smart

 

Prevention starts before you click, sign, or buy​

  • Don’t assume things will go right
    plan for the worst, hope for the best (e.g., wrong item delivered, poor service, delays, hidden costs)

  • Check who you’re dealing with
    Broadband provider, car dealer, private seller, tradie, online shop — each comes with different risks

  • Know what can go wrong before you commit
    What if they refuse to fix it? What if it arrives damaged? What if they disappear?

  • Look for evidence, not guesswork
    Reviews, past complaints, refund policies, warranties, licensing, delivery guarantees

  • Ask questions early instead of arguing later
    “What happens if the product is faulty?”
    “Can I cancel the contract?”
    “Who fixes issues and how fast?”

  • Decide how you’ll respond if things go bad
    If you couldn’t get help, would you still go ahead? If not—pause.

2. Raise The Issue​

 

When something goes wrong, speak up the right way — early, clearly, and in writing.

  • State the problem and outcome you want
    Be specific so the other side knows exactly what you’re asking for.

  • Use facts, not frustration
    Dates, actions, promises, photos, receipts — these carry weight, emotion doesn’t.

  • Keep a simple record from day one
    Save emails, screenshots, call notes, agreements or refusals — even a folder or notes app works.

  • Put it in writing from the start
    If you call, follow up with “As discussed..…” to create a paper trail. A written record protects you later if things escalate.

  • Stay constructive, not confrontational
    Polite, direct language gets faster results than blame or threats.

3. Know Your

Options

Escalation is easier — and taken more seriously — when your records are in order.

  • Every next step expects Proof you tried - Ombudsman, Tribunal, MP or Regulator — all ask, “What have you already done?”

  • Good Record-Keeping protects your position - You don’t need a fancy system — just organised notes, emails and documents

  • Escalate in Stages, not emotionally - Clear evidence gives you authority and reduces stress

  • Know what each option needs - Timeframes, dates, written requests, screenshots, policies — keep them safe.

  • Being organised keeps you in control - You’re not scrambling to remember who said what, when

4. Shape Your Future

Every action you take today improves the system for everyone tomorrow.

  • When stories are documented, they count - Policies change faster when real examples can be shown

  • Your experience becomes part of a bigger picture - One voice can be dismissed, a pattern can’t

  • Speaking up drives change beyond your own case - Agencies, companies, and councils respond when trends are visible

  • Structured logging creates evidence, not noise - Data, not outrage, is what leads to reforms and accountability

  • Many small actions build pressure for better systems - Policy shifts, improved processes, fairer outcomes, they start with real stories

  • Individual issues can turn into collective leverage - You help yourself  and others without even meeting them

Frequently Asked Question

  • Q1. Does SR provide legal advice?
    No, just structured tools and pathways, not legal advice.

  • Q2. Can SR contact the company on my behalf?
    No. SR helps you communicate clearly and escalate through official channels.

  • Q3. Do I have to pay to use SR?
    No. SR is currently free. The focus is helping people use the process, not charging for it. If paid tools are added later, they’ll be optional — the core service will stay free.

  • Q4. Will my name be public?

  • No — your personal information is never shown to the public.

  • Q5. Can multiple people report the same issue?
    Yes—that’s the point. Patterns create leverage for change.

  • Q6. Can SR help with Disputes Tribunal?

  • Yes — support can be provided with preparation, but Smart Resolve does not act on anyone’s behalf.

bottom of page