The Acknowledgement Letter of Complaint is a crucial document in Australian business practice, designed to formally recognize and respond to customer grievances in compliance with Australian Consumer Law and relevant state-based fair trading legislation. This document should be issued promptly after receiving a complaint, typically within 24-48 hours, to demonstrate the organization's commitment to customer service and regulatory compliance. It serves multiple purposes: documenting the receipt of the complaint, summarizing the issues raised, outlining the investigation process, and setting expectations for timeframes and communication. The letter should be written in a professional yet empathetic tone, acknowledging the customer's concerns while maintaining objectivity. Usage of this document is particularly important in regulated industries where complaint handling procedures are strictly monitored, and it forms part of the organization's audit trail for complaint management.

1. Letter Header: Company letterhead, date, reference number, and recipient's contact details

2. Complaint Reference: Clear identification of the complaint being acknowledged, including date received and any reference numbers

3. Acknowledgement Statement: Formal statement confirming receipt of the complaint and thanking the complainant for bringing the matter to attention

4. Complaint Summary: Brief recapitulation of the key points of the complaint to demonstrate understanding

5. Process Overview: Explanation of how the complaint will be handled and the next steps

6. Timeframe: Expected timeline for investigation and response

7. Contact Information: Details of the person/department handling the complaint and how to reach them

8. Closing: Professional closing statement, signature block, and company details