Letter · Competition & Consumer Law
Consumer guarantee demand letter (repair, replace, refund or compensation)
Letter for a consumer client to a supplier that has failed a consumer guarantee under the Australian Consumer Law, identifying the guarantee, explaining why the failure is major or minor, stating the client's chosen remedy and claiming consequential loss.
- Kind
- Letter. A letter or email you adapt and send.
- Where it applies
- Australia
- AI use
- Yellow AI can help in set ways. A lawyer checks specific points before use.
- Law stated as at
- 17 October 2026
- Status
- Maintained. Checked against the cited sources on 17 October 2026.
- Version
- 1
- Source
- Written for this library
When to use it
Use when a consumer client bought goods or services that are faulty, unfit or not as described and the supplier has refused or delayed a remedy. Do not use for business purchases above the consumer threshold that are not of a household kind, or where the supply falls outside the guarantees (for example, goods bought at auction for some guarantees).
How AI may be used
Close supervision. AI can turn the client's documents into a chronology and draft the factual parts of the letter, but whether a failure is major and which remedy to elect are lawyer judgments with consequences for the client.
AI may
- Build a chronology from the receipt, warranty documents, photographs and the client's emails with the supplier, with references.
- List the candidate guarantees and the facts relevant to each for the lawyer to assess.
- Draft the facts section and the remedy request from the lawyer's instructions.
AI must not
- Must not decide whether the failure is major or whether the client is a consumer.
- Must not overstate the facts or invent loss figures.
- Must not upload the client's personal or health information to a tool whose terms allow training on inputs.
The lawyer checks
- The client is a consumer for the purchase and the supplier is the correct legal entity.
- The rejection period has not ended and the goods have not been damaged or altered in a way that removes the right to reject.
- The remedy elected is available for the type of failure.
- Consequential loss claimed is reasonably foreseeable and supported by documents.
Method: how the Green, Yellow and Red levels are decided. This is guidance for planning, not legal advice.
Official form
Open the official form. Always use the current version from the issuer.
Read the full text
The full text is for signed-in accounts. It is free. When you sign in you can:
- read the whole precedent, with its drafting notes beside it;
- copy it, or download it as a Word file or Markdown;
- add it to your firm’s knowledge base, so colleagues can find it;
- let the AI tools you connect read it from that knowledge base.
The summary, the law it rests on and the AI-use guidance above stay public. Privacy.
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