Using the ACCC Resolve a problem website, this is what the ACCC says:
Go back to the business and ask them to fix the problem
This may involve a repair (fixing the problem), replacement (compensation), or refund. If it is a major problem or can’t be fixed within a reasonable time you can choose. This is when the service:
- has a problem that would have stopped someone from purchasing it if they had known about it
- is substantially unfit for its common purpose and can't be easily fixed within a reasonable time
- does not meet the specific purpose you asked for and cannot be easily rectified within a reasonable time
- creates an unsafe situation.
See our repair, replace, refund page page for further information.
If the business refuses to do anything about it, consider asking to speak to the manager or writing the business a complaint letter.
For help on how to write a complaint letter see our Writing a complaint letter page.
If direct contact with the business fails, you may wish to:
- report the business to your local consumer protection agency or the ACCC_
- lodge a complaint with your local dispute settlement authority (e.g. VCAT in Vic.)._
You may have been better to ring them as soon as the defective work was noticed and asked them to arrange a tow (at their cost) back to their workshop to repair the defective work. I would not rely on brakes poorly fitted being roadworthy or safe to drive.
This would have sent a strong message to them (an cause some financial pain) that their work was unsatisfactory.
You could have also asked them to replace the rear brake pads, if these brake pads were not part of the original service. As you would had driven some distance with them partially engaging, they would have worn more than if it hadn't been defective.
If they decided to to anything other than make good the defective work, it would have been goodwill action of the business. Sometimes businesses do this to keep customer's happy, especially if one is a regular customer.