Write a firm, polite complaint letter
Describe what went wrong and what you want. Get a firm, polite complaint letter to a business, landlord or council with the facts and a deadline.
How to use it
- List the facts with dates What you bought or asked for, when, what went wrong, who you spoke to. Attach receipts, photos and earlier emails.
- Say exactly what you want A refund, a repair, a replacement, an apology, a fix by a date. Vague complaints get vague answers.
- Set a fair deadline Usually 10 to 14 days. The letter says what you will do next if there is no reply.
- Keep a copy Send it in writing (email is fine) and keep copies of everything, in case you need to go further.
The prompt
Help me write a complaint letter that is firm, polite and hard to ignore. I am in Australia.
Who I am complaining to (business, landlord, agent, council) and their name: [RECIPIENT]
What happened, with dates, amounts, reference numbers and who I spoke to: [WHAT_HAPPENED_DETAILS]
What I want them to do: [WHAT_I_WANT]
What I have already tried: [WHAT_I_HAVE_TRIED]
Also use any attached receipts, photos or earlier emails.
Write:
- A subject line with a reference number if I have one.
- A letter of 200–350 words: what I bought or asked for and when; what went wrong, in date order; what I have already done; exactly what I want and by when (a specific date 10–14 days away); what I will do if I do not hear back. Calm and factual, no insults, no exaggeration.
- Where relevant, mention in neutral terms that I may contact the appropriate body (the ACCC or my state fair trading or consumer affairs office for a business; the state tenancy authority or tribunal for a landlord; the state ombudsman for a council). Phrase it as "I may contact", never as a threat, and do not name laws or sections unless I gave them.
- After the letter: a list of what to attach, and what a lawyer, community legal centre or consumer advocate should check if the matter is large or urgent.This is help with wording, not legal advice. Do not state my legal rights as fact; describe what I may be entitled to and tell me where to check.
Example result
Subject: Faulty washing machine — order BL-58213 — request for repair
Dear Brightline Appliances Customer Service,
On 2 June 2026 I bought a Brightline 8 kg front-loader washing machine from your online store for $1,149 (order BL-58213). A copy of the invoice is attached.
On 18 September 2026, less than four months after purchase, the machine stopped spinning. It has been used normally for household washing.
On 22 September I called your customer service line and spoke to Jordan, who told me the machine was outside your three-month store warranty and that I should contact the manufacturer. I emailed the manufacturer on 24 September, and they told me to go back to the retailer.
I don't believe a washing machine should fail within four months of normal use. I understand that consumers may be entitled to a remedy from the retailer for a fault like this, regardless of any store warranty period.
I am asking you to:
- arrange a repair of the machine by Friday 16 October 2026; or
- if it cannot be repaired in that time, provide a replacement or a refund of $1,149.
Please reply by email to confirm what you will do. If I don't hear from you by 16 October, I may contact NSW Fair Trading for help in resolving this.
I would much rather sort this out directly with you, and I appreciate your help.
Yours sincerely, Hannah Lee 0421 222 333 [email protected]
Attach
- The invoice for order BL-58213
- A short video showing the machine not spinning
- The manufacturer's email telling you to contact the retailer
Worth checking
- The ACCC's guide to consumer guarantees explains when a retailer must repair, replace or refund, and how "store warranty" periods relate to them.
- NSW Fair Trading (or your state's consumer affairs office) has free complaint help if Brightline doesn't reply.
- For larger amounts or if the business refuses, a community legal centre can advise for free.
This is help with wording, not legal advice.