Australian consumer complaint guide
Damaged delivery complaint in Australia
Use this general preparation guide when an order arrived damaged. It helps you organise the issue before deciding what to do next.
Start with a clear written record
Write down what was purchased, when it was purchased, what went wrong, when you first contacted the business and the outcome you asked for. Keep statements factual and avoid adding details you cannot verify.
Evidence to organise
- Photos before unpacking where available
- Packaging and product photos
- Order confirmation
- Delivery record and messages
A practical next step
Record the condition promptly, keep packaging where practical and send a concise written request with the images attached.
If the issue remains unresolved
You could consider the relevant state or territory consumer affairs or fair trading body. For official general information, review the ACCC guidance on contacting a business. If a card payment dispute might apply, consider organising chargeback evidence before contacting the payment provider.
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ClaimBack AI helps you organise evidence, prepare complaint messages and understand common escalation options. It does not provide legal advice, does not act as a lawyer and does not guarantee any outcome.