ACCC: Hewlett-Packard changes cash-back processes after ACCC action

Hewlett-Packard Australia Pty Ltd has implemented new claims processing and complaint handling mechanisms after the ACCC raised concerns about the company's cash back and gift promotions.

"The ACCC received more than 190 complaints about Hewlett-Packard's cash back and gift promotions over the past year, primarily related to sale of personal computers and printers," Chairman, Graeme Samuel, said today.

"Most complaints related to delays in receiving the cash back. Some also related to difficulties in contacting and/or receiving consistent responses from Hewlett-Packard or its agent."

The ACCC raised its concerns with Hewlett-Packard in late 2008. Hewlett-Packard cooperated fully and has worked with the ACCC to resolve the issues.

Hewlett Packard has:

- engaged a new service provider to manage its cash back and gift promotions

- implemented a new claims processing procedure, including clear timeframes and mechanisms to communicate with consumers regarding their claims

- implemented a new complaint handling procedure which allows consumers to escalate their complaints and states how escalated complaints will be dealt with, and

- updated its website to include information for consumers who have not received their cash back and contact details for escalation of complaints.

"Cash back offers are popular with consumers, so it is very important that companies making such offers treat consumers fairly and provide clear and straightforward information about claiming cash backs," Mr Samuel said.

"Traders offering cash back and gifts should listen to their customers and respond quickly where issues of delay or confusion around claims become apparent.

"The ACCC will look to enforcement action where it considers a trader has engaged in misleading or deceptive conduct in relation to cash back or prize offers and is unable to resolve the ACCC's concerns."

Consumers wishing to make inquiries or complaints to Hewlett-Packard about its cash back and gift promotions can do so via the Contact HP link on Hewlett-Packard's homepage, www.hp.com.au , which provides email and telephone contact options for contacting the company on this matter. The ACCC's website also provides information for consumers about responding to cash back promotions under Your Rights, Shopping and Pricing under its For Consumers link.

CONTACT: Ms Lin Enright, Director, Media Unit, ACCC Tel: +61 02 6243 1108 Tel: +61 04 1461 3520 General inquiries, Infocentre Tel: +61 13 0030 2502 WWW: http://www.accc.gov.au

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