Complaint letter tool

Explain the key details of the problem including when you discovered it and any other steps you’ve already taken to get it fixed, such as a telephone call or a visit to the store. Note who you spoke to and any results of your efforts.

What can be considered as proof of purchase?

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.

For example, are you asking for a repair, replacement or refund?

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 (opens in new window).