Consumer Satisfaction and Redress with a Government Third-Party Complaints Agency


  • Rebekah Russell-Bennett Queensland University of Technology
  • Charmine E.J. Härtel University of Queensland
  • Judy Drennan Queensland University of Technology


As governments around the world adopt a marketing orientation, the importance of consumer satisfaction to the effectiveness of the organization is being recognized. While some investigation of satisfaction with a government agencies' service has occurred, there is little examination of satisfaction with a government agency that acts as a third-party on the behalf of consumers to gain marketplace redress. Given the number of third-party complaints is increasing as a result of internet access to complaint channels, this research is a timely investigation. This study reports the findings of a survey of 454 complainants to an Australian Government agency: the Office of Fair Trading (OFT). The findings show that satisfaction with the service was subjectively experienced, based around individual expectations of the redress and satisfaction levels were higher when the redress sought was financial compared with non-financial forms of redress such as apology.



— Updated on 2022-02-07


  • 2022-02-07 (2)
  • (1)