---
title: "Consumer guarantee demand letter (repair, replace, refund or compensation)"
url: "https://ailawframework.com/precedents/competition-and-consumer-law/consumer-guarantee-demand-letter"
type: "precedent"
site: "AI Law Framework"
id: "a29-consumer-guarantee-demand-letter"
area_id: "A29"
kind: "letter"
ai_level: "yellow"
version: 1
law_stated_as_at: "2026-10-17"
---

# 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…

Canonical page: https://ailawframework.com/precedents/competition-and-consumer-law/consumer-guarantee-demand-letter  
Law stated as at: 2026-10-17

Site index for agents: https://ailawframework.com/llms.txt

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.

## Key facts

- Kind: Letter. A letter or email you adapt and send.
- Practice area: [Competition & Consumer Law](https://ailawframework.com/precedents/competition-and-consumer-law.md)
- Jurisdictions: Australia
- AI level: Yellow. AI can help in set ways. A lawyer checks specific points before use.
- Law stated as at: 2026-10-17
- Status: Maintained. Checked on 2026-10-17 against the 7 authorities it cites, for Australia.

## 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.

## Authorities

- [Competition and Consumer Act 2010 (Cth) Sch 2 (Australian Consumer Law) s 3 (meaning of consumer)](https://www.legislation.gov.au/C2004A00109/latest/text)
- [Competition and Consumer Regulations 2010 (Cth) reg 77A ($100,000 consumer threshold)](https://www.legislation.gov.au/F1996B01420/latest/text)
- [Australian Consumer Law ss 54-59 (guarantees for goods) and ss 60-62 (guarantees for services)](https://www.legislation.gov.au/C2004A00109/latest/text)
- [Australian Consumer Law s 64 (guarantees not to be excluded by contract)](https://www.legislation.gov.au/C2004A00109/latest/text)
- [Australian Consumer Law ss 259-263 and 267-269 (remedies against suppliers, major failures, rejection and termination)](https://www.legislation.gov.au/C2004A00109/latest/text)
- [ACCC, Contacting a business to fix a problem (consumer guidance)](https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/contacting-a-business-to-fix-a-problem)
- [Consumer Guarantees Act 1993 (NZ)](https://www.legislation.govt.nz/act/public/1993/91/en/latest/)

## Official form

[Official form](https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/contacting-a-business-to-fix-a-problem)

## Full text and drafting notes

The full text and the drafting notes are not part of this public page. Signed-in firm accounts can read them at https://ailawframework.com/precedents/competition-and-consumer-law/consumer-guarantee-demand-letter and through the signed-in MCP connector https://ailawframework.com/mcp/firm.

*Practice guidance for planning and review. Confirm current primary sources and the requirements of the actual matter. This is general information, not legal advice.*