ACCC Complaint Letter: How to Write a Formal Consumer Complaint

How to write an ACCC complaint letter depends on the circumstances of your consumer complaint, the business involved and the outcome you are seeking. If you have purchased a product that you believe is faulty, defective or not as expected, putting your concerns clearly in writing can help create a useful record of the matter.

This guide explains how to prepare a formal consumer complaint about a faulty product and what information you may wish to include when communicating with a business. It provides general information only and is not legal advice or legal representation.

When Should You Make a Consumer Complaint?

You may wish to make a formal consumer complaint when a product you purchased has developed a fault, does not work as reasonably expected, or there is another issue with the product or purchase that you have been unable to resolve directly with the business.

The circumstances of each purchase are different. Before writing your complaint, gather the relevant information about the product, purchase and problem so you can explain the situation clearly and accurately.

What Should an ACCC Complaint Include?

An ACCC complaint letter should clearly explain what happened and what you are asking the business to do. Depending on your circumstances, useful information may include:

• the date and details of the purchase
• the product purchased
• the business you purchased it from
• the problem or fault you have experienced
• when you first noticed the issue
• any steps you have already taken to resolve the matter
• responses you have received from the business
• relevant receipts, invoices, photographs or other supporting documents
• the outcome or resolution you are seeking.

Keeping the complaint factual and organised can make it easier for the business to understand the issue and respond to the specific points you have raised.

How to Write a Formal Complaint About a Business

If you need to prepare a formal consumer complaint, start by identifying the product, purchase and business involved. Explain the problem in chronological order and distinguish between what you know happened and anything that may require further investigation.

It can also be useful to clearly state what you are asking the business to consider, such as a repair, replacement, refund or another appropriate resolution based on the circumstances of your complaint.

The Australian Competition and Consumer Commission (ACCC) consumer guidance provides information about dealing with problems involving products and services, including contacting the business and explaining the problem.

What Evidence Should You Keep?

Keep copies of documents and correspondence relating to your complaint. Depending on the situation, this may include:

• receipts or proof of purchase
• invoices and order confirmations
• photographs or videos showing the fault
• warranty or product information
• emails and messages exchanged with the business
• notes of relevant telephone conversations
• any reports or other documents relating to the product problem.

A clear record can help you keep track of what has happened and what information has already been provided to the business.

Where Can You Escalate a Consumer Complaint?

If you have contacted the business and the issue remains unresolved, the appropriate next step can depend on the circumstances, the type of business involved and the nature of the complaint.

The ACCC provides information about contacting and reporting consumer issues. However, the ACCC generally does not resolve individual consumer disputes or obtain refunds for individual consumers. Depending on your circumstances, another consumer protection agency, ombudsman or dispute resolution service may be more appropriate.

You can also refer to our Ombudsman and Consumer Resources for further information about Australian complaint and dispute resolution pathways.

Need Help Writing Your Complaint?

If you need an ACCC complaint letter or formal consumer complaint prepared in professional correspondence, WhatLetter can draft a letter based on the information and circumstances you provide.

We can organise the relevant facts into clear Australian correspondence that explains the issue, identifies the relevant transaction or product and sets out the outcome you are seeking. You can then review the completed correspondence and send it to the relevant business yourself.

Our service is particularly suited to consumers who know what they want to communicate but would prefer their complaint to be professionally structured rather than starting with a generic template.

For more complex matters requiring ongoing correspondence and administrative assistance, you can also consider our Full Matter VIP Service.

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Frequently Asked Questions: ACCC Complaint Letter

What is an ACCC complaint letter?
An ACCC complaint letter is formal correspondence setting out a consumer concern involving a business, product or service. Depending on the circumstances, you may send your complaint directly to the business or use the relevant consumer protection or dispute resolution pathway.

How do I write an ACCC complaint letter?
Clearly explain what you purchased, what went wrong, when the problem occurred, what you have already done to resolve the issue and what outcome you are seeking. Supporting documents can also be useful.

Can I ask for a refund or replacement for a faulty product?
The appropriate resolution depends on the circumstances of the purchase and the nature of the product problem. You can explain the resolution you are seeking in your complaint and allow the business to respond.

Does the ACCC resolve individual consumer complaints?
The ACCC provides consumer information and accepts reports about businesses and consumer issues, but it generally does not resolve individual consumer disputes or obtain individual refunds.

Can WhatLetter provide legal advice?
No. WhatLetter provides professional correspondence drafting and administrative assistance based on the information you provide. We do not provide legal advice or legal representation.