ACCC whips HP cashback into shape

HP Australia has changed its claims processing and complaints handling procedures, following numerous complaints received by the Australian Competition and Consumer Commission (ACCC) about the manufacturer's cashback and gift promotions.

The complaints related to delays in receiving the cashback from the hardware manufacturer, and difficulties in receiving consistent answers from HP or agents, according to the ACCC, which had looked into the problem last year.

"The ACCC received more than 190 complaints about Hewlett-Packard's cashback and gift promotions over the past year, primarily related to sale of personal computers and printers," ACCC chairman Graeme Samuel said in a statement.

The commission said that HP had cooperated fully, working with the ACCC to resolve problems. It had employed a new service provider to manage the cashback and gift promotions, as well as putting in a new claims processing process. With the complaint handling process improved, HP's website has included instructions for those consumers who had not yet received their cashback.

"Cashback 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 cashbacks," Samuel said.