Hi @Johnnie
Sorry to hear of your issue. CHOICE does provide email/letter templates to use for your ACL issues, plus other helpful links (to head to the letter templates see the Consumer Complaints Checklist link)
The ACCC also provides a Complaint Letter tool
As @PhilT remarks many times, when dealing with the business, do so like you are a lawyer. If you are unsure of what to include, there are free consumer law advice centres throughout Australia and in your State or Territory there will be one that can help you deal with the issues or point you to resources to assist you. We have a small list on this site that may help point you to a centre in your State/territory.
