Concerns and Complaints

If you are dissatisfied with your Sharp product or any service we have provided to you, please advise us.

Contact Sharp Customer Care

To seek assistance, make an enquiry or a complaint: 

Phone – 1300 13 50 22 between 8.30am and 5.00pm (AEST) Monday to Friday

Web – Click <here> for support via the web, select Customer Support followed by Sales Inquiry or Customer Assistance.

Fax  - 1300 727 717

Mail  – Click <here> for our address details, select Customer Support followed by Address Details.

When you call Sharp Customer Care our representative will advise his or her first name and ask you for details of your enquiry or complaint. It may be necessary for our representative to collect some of your details, including your name and address, in order to properly attend to your enquiry or complaint. Please refer to our Privacy Policy

If you wish to contact Sharp Customer Care via the Sharp web site, please complete the Request for Assistance Form fully so that we are able to deal with your enquiry or complaint as quickly as possible.

• To provide a high level of customer care, including in the handling of complaints
• To provide efficient, fair and accessible processes for listening to and responding to enquiries and complaints you may wish to raise
• When advised of the requirement, to make every effort to provide assistance for special needs (such as language)
• Where possible, and in the majority of cases, to resolve your enquiry during the first call or contact.
• To acknowledge your written correspondence , either verbally, by e-mail or in writing, usually within 5 business days of receipt
• To resolve more complex enquiries, for example where we need to gather further information relevant to your enquiry or complaint, as soon as possible, usually within 21 business days unless otherwise advised
• To ensure Sharp Customer Care Representatives have appropriate training and authority to deal with most issues or enquiries you may have. In the event that a query or complaint is beyond our representative’s level of knowledge or authority, they have access to appropriate specialists and management levels within Sharp to assist with resolution

• To monitor our customer care and complaints handling process for quality in relation to handling and resolution and, from time to time, seek feedback from our customers.

• If you are not satisfied with the way in which the customer service representative handled your complaint, you can request a call-back from a supervisor. We will call you back within one business day. Where your have raised a matter with a supervisor, he or she will provide advice and aim to resolve the complaint as soon as possible within agreed timeframes
• If you are dissatisfied with the supervisor’s handling of your complaint, you can request that your complaint be reviewed by a more senior member of Sharp

This customer care policy does not limit your rights under the Trade Practices Act 1974 or any other similar state or territory law and you are free to pursue other avenues if you choose, however we believe our complaints handling procedure offers an effective and fair process by which you are able to raise your concerns with us.

While Sharp makes every effort to address customer complaints, where the problem complained of is not the responsibility of Sharp, such as where the Sharp product has not been used in accordance with the instructions, Sharp will not be liable to redress the problem.

Sharp authorised service centres are independently owned and managed businesses and Sharp is not responsible for their day to day operation, management, liabilities, location or hours of business. However, Sharp is interested in comments on Sharp approved service centres that customers may have, and where appropriate, will investigate customer’s complaints in relation to servicing of Sharp product.

Sharp Corporation of Australia Pty Ltd, March 2004