"The ACCC received more than 190 complaints, primarily related to sale of personal computers and printers," ACCC Chairman, Graeme Samuel, said.

According to Samuelmost 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.

ACCC raised concerns back in 2008
The ACCC raised its concerns with HP in late 2008 and the company cooperated fully and has worked with the ACCC to resolve the issues by implementing myriad new procedures including engaging a new service provider to manage its cash back and gift promotions; introducing a new claims processing procedure, including clear timeframes and mechanisms to communicate with consumers regarding their claims; implementing a new complaint handling procedure which allows consumers to escalate their complaints and states how escalated complaints will be dealt with, and updating 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," Samuel said.

Companies should listen to their customers

He added that companies 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."