Australian Consumer Law letter template

[Date] To [Retailer name] Re: Consumer guarantee claim, [product], purchased [date] Dear [Retailer name] customer service, On [date] I bought a [product] from you for $[price]. On or around [date], it [describe the fault, e.g. stopped working completely]. Under section 54 of the Australian Consumer Law (ACL), goods must be of acceptable quality, including durable and free from defects, having regard to their price and nature. Under section 55, goods must be reasonably fit for any purpose I made known. The [product] has not met these guarantees. [If major failure:] This is a major failure under section 260 of the ACL. A reasonable consumer, fully aware of the nature and extent of the failure, would not have bought it. Under sections 259 and 260, I choose a full refund of $[price]. [If minor failure:] Under section 259 of the ACL, you must remedy this failure within a reasonable time. I ask that you repair it free of charge within a reasonable time. These rights apply in addition to any warranty, and as the supplier you must provide the remedy. Please confirm in writing by [date, 14 days from today] how you will resolve this. If I do not hear from you, I intend to lodge a complaint with [your state fair trading body] and, if needed, apply to [your state tribunal, e.g. VCAT, NCAT or QCAT]. Yours sincerely, [Your name] [Your phone or email] [Order or receipt number]