If talking with the trader or landlord doesn’t work, the next step is to put it in writing.
We have created sample text for you to use as a guide. Simply follow these steps, add your own details, date the letter and keep a copy for your records.
If you don't find a solution with the trader or landlord yourself after writing to them, you can make a formal complaint to us.
Choose a template
We have made templates for different problems
- Refund request
- residential tenancy
- motor vehicle repairs under warranty (to a car dealer)
- new pet
- products or services
- retirement villages
- building work
Complaint letter tool (ACCC)
The Australian Competition and Consumer Commission (ACCC) have an interactive complaint letter tool to help you write your letter.
Write your own letter
Add your details
Include today’s date and your:
- Name
- Address
- Phone number
Include the trader or landlord’s details:
- Name
- Position or job title if needed
- Business name
- Address
Tip if the trader is a part of a franchise, write to the store you dealt with and send a copy to the head office.
Explain the problem
Write clearly about what happened:
- Products – what you bought, when, where, and the price
- Services – what work was done, when, where, by whom, and the price
- Tenancy and other issues – include any relevant information such as when you moved in, agreements, contracts or reports.
Describe the problem:
- is the product faulty or unfit for the purpose?
- when did you first notice the issue?
- include account, invoice, or serial numbers
Describe what you’ve done
What actions have you taken so far:
- calls, emails, or visits (include dates and times)
- names of who you spoke with or contacted
Attach supporting documents
Send copies of anything that helps your claim. (Always keep the originals):
- photos of the problem
- emails or letters you have sent before
- receipts or proof of purchase
- warranties or guarantees
- contracts or order forms
- any independent reports if you have them.
Explain how you would like it fixed
What do you want the trader or landlord to do:
- repair or replace the product
- refund your money or give you a credit
- fix the work or pay for someone else to fix it
Give a reasonable timeframe (for example, 10 working days).
You can say you will take the complaint further if you do not hear back.
Make sure you include your contact details so the trader or landlord can follow-up.
End the letter
Finish you letter with “yours sincerely” and include your name and signature.
Refund request email sample
Dear Mr Smith [Store person’s name]
On [Date], I bought a fridge from your [store name and location] store.
I bought it from your online store and paid $1,299 plus $49 for delivery.
After six months, the ice maker in the fridge started making loud noises and started leaking.
When I first rang your store, they said it was under warranty and to ask the manufacturer for a service repair. The repairer replaced the door.
Unfortunately, the noise and leaking has started happening again. I have also noticed rusting around the door.
I rang and spoke to [name of staff member] on [date] and have not heard back.
I think this falls under the Australian Consumer Law guarantee of ‘not of acceptable quality’ (for a $1,299 price).
I would like you to collect the fridge and to refund to me the cost of the fridge and delivery.
Please respond to my email within seven working days. If I do not hear from you, I will have no other option but to take my complaint further.
You can contact me on my mobile 0404040404 [Your contact number].
Yours sincerely
A Buyer [Your name]