Request for help from a consumer protection agency
If you are unable to resolve your concern with the business or your concern requires urgent intervention, you may want to write to a consumer protection agency such as the ACCC, ASIC or the office of fair trading/consumer affairs in your state or territory. You can search our Consumer & business directory for the contact details of these consumer protection agencies, as well as many other organisations that may be able to help you. (There is a link to the directory in the menu on the left).
Template letter: request for help from a consumer protection agency
Your name Your street Your suburb state postcode (Phone number and email if required)
Today's date
Consumer Affairs Agency Nearest office Address
Dear Sir/Madam
BRIEF DESCRIPTION OF PROBLEM—REASON FOR WRITING
First, explain why you are writing to the consumer protection agency giving a brief description of the problem. Note when and where you bought the product and explain why you are unhappy with it. Also explain what steps you have taken and why the response of the supplier has not solved the problem to your satisfaction.
Next, describe what you have done to get the problem fixed, who you spoke to and the results, if any, of your efforts. Outline what you expected as a solution to your problem—repair the fault, give you a refund, a replacement unit or a similar product of equivalent or better quality.
Then explain what the supplier did to help you solve the problem and why you think they should have done more. Tell the agency that you went to the industry peak body and what information they gave you. Provide details of any conversations you have had and copies of any correspondence you have sent or received.
Be sure to enclose copies of any relevant documents such as receipts or warranty certificates as well as copies of the letters you have sent to the supplier and industry body. Finish your letter with a full list of your possible contact details—addresses, phone numbers and mention whether it is a 'business hours' or 'home' contact. Make it clear that you would like the agency to contact you soon.
Today’s date Consumer Protection Agency Nearest office Safety Street Fair Trade City 8765
Dear Sir/Madam
BIG FIZZ APPLIANCE COMPANY—FAILURE TO FIX A PROBLEM
I am writing to you seeking your assistance to resolve a dispute I have with the Big Fizz Appliance Company.
On 14 October 2007 I purchased a Big Fizz Soft Drink Fountain from the Big Fizz Appliance Company's Market City store. The product developed a leak in its main storage tank and no longer works properly.
I returned the appliance to the store for repair under warranty but the repair was not carried out correctly and the product still has a continual leak from the storage tank. The supplier refused to further repair or replace the appliance.
I contacted the Appliance Manufacturers’ Peak Body’s dispute handling service to help me with this matter but they informed me that the Big Fizz Appliance Company was no longer a member of the association. As such they suggested I write to you and request your help to resolve this problem.
I believe I am entitled to a refund or replacement for the faulty product, as the warranty says the product is covered against faulty workmanship or components for five years from the date of purchase and seek your help to get this.
I can be contacted at home on the phone number above or on (01) 9876 5xx2 during business hours. I look forward to hearing from you. I thank you for your assistance with this matter.
Yours faithfully
R.Citizen
Enclosed—for your information are copies of my receipt and warranty certificate, correspondence with the Big Fizz Appliance Company and the Appliance Manufacturers' peak body.
