The ACCC offers advice to consumers about how to resolve problems or make a complaint. You can use our complaint letter template to help you draft a letter to the business. Make a consumer complaint There are three steps to follow when making a complaint, but the first step is always to contact the business to explain the problem and how you would like it fixed. Resolve a problem The repair, replace, refund problem solver helps you understand your consumer rights and the steps you can take to resolve a problem. Write a complaint letter Always try to resolve a problem with a business before seeking help from the ACCC. You can do this by speaking directly with the salesperson or manager or if this fails, by writing a complaint letter.