#12. LETTERS OF COMPLAIN
1. Letters of complaint
Write a complaint letter.
Always try to
resolve a problem with a business before seeking help from the ACCC. You can do
this by speaking directly with the salesperson or manager or if this fails, by
writing a complaint letter or email.
What
to incluede in a complaint letter
When writing a
complaint letter you should:
·
describe
your problem and the outcome you want
·
include
key dates, such as when you purchased the goods or services and when the
problem occurred
·
identify
what action you’ve already taken to fix the problem and what you will do if you
and the seller cannot resolve the problem
·
ask
for a response within a reasonable time
·
attach
a copy of any supporting relevant documentation such as a receipt or invoice.
Complaint
letter template
Below is
a complaint letter template. You can use this outline, or our email template(link sends e-mail), to help you
write a complaint letter (although you may wish to vary it to
fit your particular problem).
[Your name]
[Your address]
[Email and/or
phone]
Dear Manager
Re: COMPLAINT
ABOUT [INSERT NAME OF PRODUCT OR SERVICE] PURCHASED AT [INSERT BUSINESS NAME]
ON [INSERT DATE]
State that you
have a problem with goods or services bought from the business at a particular
location and date and that you want the problem fixed.
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.
State that you
have enclosed copies of relevant documents, such as a receipt of bank statement
for proof of purchase.
State the steps
you want the business to take to fix the problem.
State that you
expect to hear from the business with a solution by [insert date or within 10
days]. Describe what you intend to do if the business fails to fix the
problem—such as making a formal complaint to the ACCC or the consumer
protection agency in your state or territory.
List your
business and after hours contact details.
Yours sincerely
[Your name]
Enclosed: Copy
of the receipt for [insert name of product or service]
Complaint Letter
Exampe
Below is an
example of a possible finished letter using the complaint letter template.
Jane Brown
123 Street
jane@brown.com.au
1 January 2013
Dear Manager
RE: COMPLAINT
ABOUT FAULTY TELEVISION CABINET PURCHASED AT CABINET WORLD ON 15
DECEMBER 2012
I am unhappy
with the quality of a television cabinet I bought at 5
Street on 15 December and I am writing to seek a replacement.
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 30 December
and I noticed this problem as soon as I unpacked it from the box.
The cabinet
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 fixed quickly please. If I do not hear from you within
10 days, I will lodge a formal complaint with Consumer Affairs in my state.
You can contact
me on 1234 5678 during working hours or after hours on 123 456 789 to
discuss this matter further.
Yours sincerely,
Jane Brown
2. Replies to
letters of complaint
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·
Thank
you for your letter of … regarding / concerning / in connection with …
·
I
refer to your letter of … about / relating to …
·
We
must apologise for …
·
We
sincerely apologise for …
·
Please
accept our apologies for …
·
I
would like to apologise for the error made by our company in (verb+ing)
·
We
agree that the usual high standards of our products / services were not met in
this instance.
·
Introductory
phrase
·
As
a result of our investigation, we found that... (Not: After our
investigation...)
·
Causes
·
The
error was caused by … / was due to …
·
Apparently,
the problem was the result of … / resulted from …
·
The
cause of / reason for the mistake was …
·
Effects
·
As
a result …
·
This
led to …
·
Consequently
…
·
Solutions
·
We
have modified / changed our ...
·
We
have implemented a system to...
·
To
prevent re-occurrences we have set up a verification procedure.
·
Assurances
·
We
assure you that this will not happen again.
o We are currently
investigating the cause of ...
o We will investigate
the cause of...
·
As
a gesture of our regret, we are prepared to …/ we are willing to …/ we would
like to …
·
To
show goodwill, we will …
·
We
have dispatched the new items by express courier. They should arrive by Monday, 23 May 2016.
·
To
show our goodwill, we would like to offer you a 5% discount on your next order
with us.
·
While
we can understand your frustration, ...
·
We
understand how disappointing it can be when your expectations are not met.
·
I
regret to inform you that …
·
I
am afraid that …
·
Unfortunately,
I must point out that …
·
This
is because the guarantee period has expired.
·
This
is due to the fact that the guarantee period has expired.
If
a third party (another person or organisation) is to
blame, direct the complainer to that party
·
We
therefore suggest that you contact...
·
We
look forward to receiving your further orders, and assure you that they will be
filled correctly / promptly.
Example Letters
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Everlong
Batteries
171 Choi Hung Road
Hung Hon, Hong Kong
Tel/Fax 2235 2449
18 May 2016
Mr J Wong
Purchasing Officer
Fortune Goods
317 Orchard Road
Singapore
Dear Mr Wong
Order
No. 2639/L
Please
accept our apologies for the error made by our company in filling your
order no. 2639/L dated Friday,
13 May 2016.
You ordered 12,000 size Ultra super-long-life premium batteries, but our
dispatch office sent 1,200. This was due to a typing error.
The balance of 10,800 batteries was dispatched by express courier to your
store this morning and will arrive by Thursday,
26 May 2016.
Since we value your business, we would like to offer you a 10% discount off
your next order with us.
We look forward to receiving your further orders and assure you that they
will be filled correctly.
Yours sincerely
David Choi
David Choi
Distributions Manager
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Everlong
Batteries
171 Choi Hung Road
Hung Hon, Hong Kong
Tel/Fax (852) 2235 2449
18 May 2016
Mr J Wong
Purchasing Officer
Fortune Goods
317 Orchard Road
Singapore
Dear Mr Wong
Order
No. 2639/L
Thank you
for your letter of Friday, 13
May 2016 regarding your order no. 2639/L. We understand that this is a
difficult situation for you.
We have investigated the situation, and found that you ordered 12,00 size
Ultra super-long-life premium batteries. Please see the enclosed copy of
your order form. Our dispatch office therefore sent 1,200.
If you need the remaining batteries urgently, the balance of 10,800
batteries can be dispatched today by express courier to your store and
would arrive byThursday, 26 May 2016.
Please phone me at the number given above if you would like to order these
batteries.
We look forward to receiving your further orders.
Yours sincerely
David Choi
David Choi
Distributions Manager
Encl:
- Order Form No. 2639/L
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