What information to include

When writing a complaint letter you should:

  • describe your problem and the outcome you want
  • include key dates, such as when you purchased the goods or services and when the problem occurred
  • identify what action you’ve already taken to fix the problem and what you will do if you and the seller cannot resolve the problem
  • ask for a response within a reasonable time
  • attach a copy of any supporting relevant documentation such as a receipt or invoice.

Complaint letter tool

Use this tool to help you write a letter to the business explaining your particular problem and what remedy you are seeking.

On , I purchased from .

I understand that under the Australian Consumer Law, when I buy products and services they come with automatic guarantees that they will work and do what I asked for.

A receipt can come in the form of a:

  • a GST tax invoice or
  • a cash register or hand written receipt.

Other types of proof of purchase include:

  • credit or debit card statement
  • a lay-by agreement
  • a receipt or reference number given for phone or internet payments.
  • a warranty card showing the supplier’s or manufacturer’s details and the date or amount of the purchase
  • a serial or production number linked with the purchase on the supplier’s or manufacturer’s database
  • a copy or photograph of the receipt.

If you have a minor problem with a product or service, the business can choose to give you a free repair instead of a replacement or refund.

When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund.

For a major problem with a service, you can choose to receive compensation for the drop in value below the price paid, or a refund.

For more information: Repair, replace, refund

If I do not hear from you within I will lodge a formal complaint with and/or report my issue to the ACCC.

My name is . You can email me at . My contact number is .