Document text
Consumer Guarantee Claim — Faulty Appliance
[YOUR FULL NAME]
[YOUR ADDRESS]
[EMAIL] · [PHONE]
[RETAILER'S NAME]
Attention: Store Manager / Customer Service
[STORE ADDRESS OR EMAIL]
[DATE]
Sent by: [EMAIL TO … / HANDED IN AT … ON …]
Dear Sir or Madam,
Claim under the consumer guarantee of acceptable quality — Australian Consumer Law, section 54
On [DATE OF PURCHASE] I bought from you a [PRODUCT, BRAND AND MODEL] for $[PRICE] (receipt or order number [NUMBER]).
On [DATE THE FAULT APPEARED] the [PART, FOR EXAMPLE FAN OR HEATING ELEMENT] stopped working: [SHORT DESCRIPTION OF THE FAULT]. The product has been used for ordinary household purposes in line with the instructions. It has not been dropped, misused or repaired by anyone else.
Under section 54 of the Australian Consumer Law, goods must be of acceptable quality, including durable, as a reasonable consumer would expect given their nature, price and any statements made about them. A [PRODUCT TYPE] at this price should last longer than [AGE OF PRODUCT]. [IF RELEVANT: The packaging / your staff / the manufacturer said that it would [CLAIM ABOUT LIFESPAN OR QUALITY].]
( ) Major failure. I consider this a major failure under section 260 because [A REASONABLE CONSUMER WOULD NOT HAVE BOUGHT IT KNOWING OF THE PROBLEM / IT CANNOT BE USED AND CANNOT BE FIXED EASILY AND QUICKLY / IT IS UNSAFE]. I reject the goods and ask for a [REFUND OF $AMOUNT / REPLACEMENT WITH THE SAME MODEL].
( ) Minor failure. I require you to remedy the failure within a reasonable time under section 259(2)(a).
The product [IS AVAILABLE FOR INSPECTION AT MY ADDRESS / WILL BE RETURNED TO THE STORE]. [IF LARGE OR INSTALLED: Please arrange collection at your cost under section 263(3).]
Please reply in writing by [DATE = 14 DAYS FROM TODAY] with the remedy you will provide.
Attached:
Proof of purchase
Photos or video of the fault
[REPAIRER'S REPORT, IF ANY]
Yours faithfully,
____________________
[YOUR FULL NAME]
For me
[ ] Asked the retailer, not the manufacturer
[ ] Reply date in the letter: [DATE]
[ ] Proof of purchase and photos kept
[ ] No reply or refusal: next step noted [STATE CONSUMER AGENCY OR TRIBUNAL]