Some industries have peak bodies that provide dispute resolution services for member businesses. Industries such as telecommunications, financial services, energy, water and insurance provide free complaints services to consumers through an ombudsman or other independent dispute resolution scheme. You can search our Consumer & business directory for the contact details of many industry bodies and ombudsman schemes that may be able to help you. There is a link to the directory in the menu on the left.
Template letter: request for assistance from a peak industry body
Your name Your street Your suburb state postcode (Phone number and e-mail if required)
Today's date
Contact person (Manager) Peak body concerned Address
Dear Mr/Ms Manager
BRIEF DESCRIPTION OF PROBLEM—REASON FOR WRITING
Firstly, write a detailed description of the problem noting when and where you bought the product and how much it cost you. Then explain why you are unhappy with what you have bought and why the steps taken by the supplier have not solved the problem to your satisfaction.
Next, detail what steps you have taken to get the problem fixed, who you spoke to and the results, if any, of your efforts. Outline what you expected the supplier to do about the problem—repair the problem, 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. Give details of any conversations and copies of correspondence you have had with the supplier.
Be sure to enclose copies of any relevant documentation such as receipts or warranty certificates. 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 peak body.
Example letter: request for assistance from a peak industry body
Jane Citizen 1 My Street Mytown State 0123 (Ph 01 2345 6789 and email myname@mailxxome.com.au
Today’s date
Mrs Mary Jones (CEO) Appliance Manufacturers' Peak Body Lobbyist Street Delegate City 8765
Dear Mrs Jones
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 one of your association's members, The Big Fizz Appliance Company. On 16 October 2007 I purchased a Big Fizz Soft Drink Fountain from the Big Fizz Appliance Company’s Market City store.
One month after buying the Big Fizz Soft Drink fountain I found that the main storage tank had developed a leak and the appliance no longer worked properly. I returned the appliance to the store for repairs under the five year total warranty. The appliance was returned to me on 4 January 2008 and I was assured that the problem had been fixed. Unfortunately, the repair was not carried out correctly and since the product was returned to me it still has a continual leak from the storage tank.
The product carries a total five-year warranty which clearly states that it will be repaired or replaced at no cost to me if it is found to have a fault in manufacture.
I believe your organisation has a dispute handling service to help in matters such as this and I request your intervention to assist in the timely resolution of this problem.
I can be contacted at home on the phone number above or at (01) 9876 5xx2 during business hours. I look forward to hearing from you to discuss this. I thank you for your assistance with this matter.
Yours sincerely,
J.Citizen
Enclosed—copies of my receipt and warranty certificate, and correspondence between me and the Big Fizz Appliance Company.
