Service Complaint Letter

What is a service complaint letter?

A service complaint letter is a formal written document used to raise concerns about problems or issues with the services rendered under B2B and B2C contracts across Australia. The document is governed by Australian consumer laws, as well as relevant state and territory regulations.

The parties involved in this sample for complaint letter are the client, also known as the customer, and the service provider. The client is a person or company filing the complaint, while the service provider is the recipient of the complaint letter.

The text of the letter clearly sets out details of the services provided, issues, specific requested outcomes (for instance, a refund or repair), and identification details of both parties.

How to draft a letter complaint template from scratch?

There are no mandatory rules consumers or businesses must follow when creating a letter complaint template from scratch. While Australian consumer laws provide solid legal protection when services have issues or mistakes, there is no standard format letter of complaint sample.

The list below summarises key elements that will help you draft a practical and valid letter.

Party Details

Start drafting a service complaint letter by including identification details of both the sender and the recipient of this letter. These details include:

• the full legal name (or just name for consumers);
• ACN or ABN number (if relevant);
• contact mailing address;
• contact email and phone number.

Services Details

This is the main part of every template for a complaint letter that consists of two elements:

• a brief description of services provided; and
• a description of any issues with the services.

If the services were provided under a contract, include the contract’s reference number, name and date of signing.

Compensation

Australian consumer law provides a list of compensatory measures for the sender:

• get a full or partial refund;
• request the redelivery of the services; or
• monetary compensation in addition to redelivery.

Further Actions

It is common to include a final deadline by which the sender expects the issue to be resolved. Try to set up realistic deadlines, considering the size of the business and the scope of the submitted complaint.

It is also advisable to add a statement explaining that if there is no response, the sender may pursue further legal actions.

Sign and Send

Once the complaint letter template is finalised, the sender must sign and date it. It’s best to create this document in several copies for further record.

There are lots of ways how you can send this letter, including:

• by post to the recipient’s mail address;
• via email;
• through the official website (if the service provider has one); or
• delivered in person.

If the latter option for delivery is chosen, make sure you keep the proof for delivery.

What are the benefits of a customisable service complaint letter?

A customisable letter template offers several benefits, including:

• The document summarises the issue in a clear and structured way.
• Letters created with FasterDraft are drafted by lawyers, never by AI.
• The letter to complaint sample is compliant with applicable Australian consumer law, and
• The final document is tailored to your individual case.

How to customise a complaint letter at FasterDraft?

To get a fully customisable formal letter of complaint sample, follow the instructions given below:

1. Click the “Create Document” button.
2. Answer simple questions in the form.
3. Select a template’s format – complaint letter sample PDF or Word.
4. E-sign.
5. Make a payment.

Your customisable complaint letter template is available for instant download.