Writing a complaint letter

On this page

• What to include in your letter
• How to set out your letter
• Writing a letter - an example

What to include in your letter

The first step to resolving problems is nearly always to contact the trader. It is a good idea to formally put your concerns in writing—that way, the seller is clearly aware of the problem and what you want, and you also have a record of your contact.

Your letter should:

• describe your problem and the outcome you want. Focus on the main details.
• include key dates, such as when you purchased the goods or services and when the problem occurred
• identify what action you have already taken to have the problem fixed (such as going back to the shop where you purchased the product or service)
• outline the steps you will take if you and the seller cannot resolve the problem (for example making a complaint to the ACCC or the consumer protection agency in your state or territory)
• ask for a response within a reasonable time—for example two weeks or 10 business days
• attach a copy of any supporting relevant documentation such as a receipt or invoice.

How to set out your letter

How you set out your letter will depend on what the problem is, however here is a template letter which might help you.

[Your name]

[Your address]

[Email and/or phone]

Dear Manager

Re: BRIEF DESCRIPTION OF PROBLEM—REASON FOR WRITING

Tell the business that you have a problem with goods or services that were bought from them and that you are writing to seek a remedy. 

Explain the problem, but just focus on the key details. You should also mention when and where you made the purchase and when you discovered the problem.

Next, outline the steps you may have already taken to get the problem fixed, such as a telephone call or a visit to the store. Note who you spoke to and the results, if any, of your efforts.

Then describe what you would like the business to do about the problem—a refund, a replacement or a similar product to the same value from a different manufacturer.

Be sure to enclose copies of any relevant documentation such as receipts or proof of purchase. 

Finish your letter with a full list of possible contact addresses or phone numbers where you can be contacted, particularly during business hours, and reinforce that you expect to hear from the business within a reasonable timeframe.

Yours sincerely

Your name

Writing a letter - an example

Here is an example of how a letter might look when it's finished.

[Your name]

[Your address]

[Email and/or phone]

[Date]

Dear Manager

RE: FAULTY TELEVISION CABINET

I am unhappy with the quality of a television cabinet I bought at [insert store address] on [insert date] and I am writing to seek a remedy.

The cabinet doors do not open and shut properly and the stain on the cabinet is uneven, with one half darker than the other. The cabinet was delivered on [insert date] and I noticed this problem as soon as I unpacked it from the box.

I feel this is not of acceptable quality and does not match the sample cabinet I was shown in store. I would like you to replace it with one of the same quality and finish as the sample and arrange for return of the faulty cabinet at no cost.

I have attached a photocopy of my receipt as proof of purchase.

I would like to have this problem resolved quickly. If I do not hear from you by [insert date or within 10 days], I will consider lodging a formal complaint with [name of your local consumer protection agency].

I can be contacted on [work phone number] during working hours or after hours on [home/mobile phone number] to discuss this matter further.

Yours sincerely,

[Your name]

Enclosed: Copy of the receipt for television cabinet