{
  "id": 1883675,
  "title": "I've turned complaints into refunds, results and social change. These are my two secret rules",
  "url": "https://urgent.news/2026/08/18/ive-turned-complaints-into-refunds-results-and-social-change-these",
  "topic": "world",
  "section": "World",
  "published": "2026-08-18T19:46:26.000Z",
  "source": {
    "name": "SBS News",
    "slug": "sbs-news",
    "url": "https://www.sbs.com.au/news/insight/article/ive-turned-complaints-into-refunds-results-social-change-my-two-secret-rules/c1u6ju1my"
  },
  "original_language": "en",
  "account": null,
  "summary": "Lawyer and academic Maggie Hall says there is an 'art' to complaining consisting of two main rules.",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}