Most of us really enjoy eating out and look forward to it. Sometimes it takes that bit of extra effort or cash to get us there. So if something were to happen to spoil that occasion for us in any way it’s important to know what our rights are and how the restaurant should respond.

Bad service or quality

Unfortunately situations do arise where you have a problem with either the service, the quality of the food presented to you or the hygiene of the premises. The rating of the restaurant is irrelevant, the food should be acceptable no matter what the price. In Australia the food standard is set quite high to ensure your rights as a consumer are met. For example, your food should arrive to your table as it was described on the menu and it should be fresh and appealing to eat.

How to respond

You may ask for a dish to be replaced if it was not what was advertised or it has not been cooked to your requirements. For example, if you ordered your steak well done and it is presented rare, you may ask for it to be taken back and cooked further. If you have any doubts about the quality of your food you should speak to the wait staff at your restaurant. A polite “excuse me” to get the waiter’s attention and a clear and simple statement of what you consider the problem to be is the best way of having the matter resolved. Do not make a scene or the chances of reconciliation are slim. If your server appears unco-operative, ask him what solution he would suggest. If you do not find satisfaction, ask to speak to the manager. If you are still not happy, you are quite within your rights not to pay for your meal. If you do pay to avoid a scene, but are not happy, you may write on the back of the bill “paid under protest” and take the matter up with management later. If the matter involves a serious breach of health regulations, a phone call to the local council or health authority is recommended. Restaurants do not like to make their customers unhappy, it is bad for business, so in most cases the situation can be resolved on the spot.

There is no need to settle for inferior quality food or service at dining establishments. Stay calm, be courteous and speak up for your rights, either to the staff or the authorities.