Making a Complaining Letter

On this page

• What to include in your letter
• Writing a letter - an example
• Example

What to include in your letter

The first step to resolving problems is nearly always to contact the trader. It is a good idea to formally put your concerns in writing—that way, the seller is clearly aware of the problem and what you want, and you also have a record of your contact.

Your letter should:

• describe your problem and the outcome you want. Focus on the main details.
• include key dates, such as when you purchased the goods or services and when the problem occurred
• identify what action you have already taken to have the problem fixed (such as going back to the shop where you purchased the product or service)
• outline the steps you will take if you and the seller cannot resolve the problem (for example making a complaint to the ACCC or the consumer protection agency in your state or territory)
• ask for a response within a reasonable time—for example two weeks or 10 business days
• attach a copy of any supporting relevant documentation such as a receipt or invoice.

Writing a letter - an example

Here is an example of how a letter might look when it's finished.

[Your name]
[Your address]
[Email and/or phone]
[Date]
Dear Manager
RE: FAULTY TELEVISION CABINET
I am unhappy with the quality of a television cabinet I bought at [insert store address] on [insert date] and I am writing to seek a remedy.
The cabinet doors do not open and shut properly and the stain on the cabinet is uneven, with one half darker than the other. The cabinet was delivered on [insert date] and I noticed this problem as soon as I unpacked it from the box.
I feel this is not of acceptable quality and does not match the sample cabinet I was shown in store. I would like you to replace it with one of the same quality and finish as the sample and arrange for return of the faulty cabinet at no cost.
I have attached a photocopy of my receipt as proof of purchase.
I would like to have this problem resolved quickly. If I do not hear from you by [insert date or within 10 days], I will consider lodging a formal complaint with [name of your local consumer protection agency].
I can be contacted on [work phone number] during working hours or after hours on [home/mobile phone number] to discuss this matter further.
Yours sincerely,
[Your name]

Example

PT KURNIA
Jl. Mawar No.99
Jakarta
INDONESIA

15th November 2012

PT SENTOSA
Jl. Kalimantan 123
Bogor
INDONESIA

Dear Sirs,
We regret to have to cormplain about late delivery of the filing cabinets ordered on 2nd April 2010 We did not receive them until this morning though you had guaranteed delivery within a week. It was on this undirstanding that we placed the other. unfortunately, there have been similar delays on several previous occasions and their increasing frequency in recent months compels us to say that business between us cannot be continued in conditions such as these.
We have felt it is necessary to make our feelings khown Since we cannot give reliable delivery dates to our customers unless we count on undertaking given by our suppliers We hope you will understand how we are placed that from now on we can rely upon punctual completion of our orders.