Australian consumer complaint guide
Item never arrived in Australia
Use this general preparation guide when an order did not arrive when expected. 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
- Order confirmation
- Tracking history
- Promised delivery date
- Messages with the seller and carrier
A practical next step
Ask the seller to confirm the order status and proposed resolution, using the tracking record and dates as a clear timeline.
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.
Browse more independent problem and retailer guides.
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.