Withdrawal, warranty, cancellation and conciliation in Austria
A consumer withdraws from an online or doorstep contract within 14 days, in any form, and in time if the notice is sent within the period (§§ 11, 13 FAGG); Austrian law calls it Rücktritt, not Widerruf. The statutory model form is free, and the withdrawal letter is a letter of one's own beside it. For a defect, repair or replacement comes first (notice of defect), then a price reduction or ending the contract, with no ending for a minor defect. The rights must reach a court within the warranty period plus three months (§ 28 VGG, § 933 ABGB), and a letter does not stop that clock.
The documents are written in German, under Austrian law, and each one's page describes it in English. Telecom contracts bind for 24 months at most (TKG 2021), and a customer may leave for free before an unfavourable change (§ 135 TKG 2021; cancelling a phone or internet contract). A gym's minimum term is judged case by case, and a tacit renewal binds only after a reminder (§ 6(1)(1) and (2) KSchG; cancelling a gym membership). A consumer may leave a long insurance contract after three years (§ 8(3) VersVG; cancelling insurance). Households may object to an electricity price change for free within four weeks (§ 21 ElWG).
A complaint takes effect only when it arrives, and the sender has to prove that, so send it registered and keep the slip. The recognised conciliation bodies take a case only once it has been raised with the company, and refuse it if more than a year has passed since: first the complaint to the company, then the application to consumer conciliation, to the RTR for telecoms or to E-Control for energy. For a delayed or cancelled flight, the apf steps in after six weeks without a satisfactory answer (air passenger rights). None of it is legal advice.
The documents
16 forms available to fill out or download.
Complaint to a trader with a deadline before conciliation (Austria)
Your written attempt to settle with a trader in Austria before turning to a conciliation body: which contract, what went wrong, what you ask for and by when. The recognised conciliation bodies — the Verbraucherschlichtung Austria, the Internet Ombudsstelle and the sector bodies — may refuse a case that was not first raised with the trader, or that is filed more than a year afterwards (Austria's Alternative Dispute Resolution Act, AStG). This complaint is that first step, and your proof of it. In German.
Ending a household, liability or legal-expenses insurance (Austria)
A letter ending your household contents, personal liability or legal-expenses insurance in Austria: at the end of the insurance period or term; under § 8 Abs 3 of Austria's Insurance Contract Act (VersVG), for a contract of more than three years, on one month's notice for the end of the third and each later year; or after a claim. With policy number, type of insurance, start date, revocation of the direct debit and a request for written confirmation. Motor insurance has its own document. In German.
Application for conciliation at the Verbraucherschlichtung Austria or the Internet Ombudsstelle (Austria)
Both conciliation bodies offer their own free online form. This document is your written application — to send, or as ready text to paste into the form: the trader, the contract, the facts, your earlier complaint and the answer, what you ask for and the amount, with the declarations a conciliation body needs. The Internet Ombudsstelle handles contracts made online, the Verbraucherschlichtung Austria all other consumer contracts. Free; taking part is voluntary for the trader (Austria's Alternative Dispute Resolution Act, AStG). In German.
Objection to a mobile or internet bill (Austria)
A written objection to a bill from your mobile, landline or internet provider in Austria: with the bill's number and date, the amount disputed and the reasons, such as unknown premium services, roaming, data use or charges billed twice. You ask for the charges to be reviewed and confirmed or corrected in writing (§ 145 of Austria's Telecommunications Act, TKG 2021), with an itemised bill, and pay the undisputed part. Object within three months of the bill; it opens the way to free conciliation at the RTR, Austria's telecoms regulator. In German.
Objection to an electricity or gas price change (Austria)
E-Control, Austria's energy regulator, offers a free model letter for this. This document is your own objection to a price or terms change announced by your electricity or gas supplier in Austria. For electricity, households can object within four weeks of receiving the notice, free and whatever the binding period (§ 21 of Austria's Electricity Act, ElWG); the contract then ends after the statutory period, on the old terms until then. Outside a binding period you can also give two weeks' notice (§ 24 ElWG). Gas is governed by the GWG 2011. With customer number, metering point and a request to confirm the end date. In German.
Application for conciliation at E-Control – electricity and gas (Austria)
E-Control, Austria's energy regulator, offers its own free online form for its conciliation body. This document is your written application — to send by post or email, or as ready text to paste into that form: the company, metering point, the facts, your earlier complaint and the answer, what you ask for and the amount in dispute, with your consent to its being passed to the company. For disputes with electricity or gas companies about bills, switching or disconnection (§ 26 E-ControlG). Free; the companies must take part. In German.
Application for conciliation at the RTR – mobile, internet, phone (Austria)
The RTR, Austria's telecoms regulator, offers its own free online form for its conciliation body. This document is your written application — to send by post or email, or as ready text to paste into that form: the provider, customer and phone numbers, the facts, your objection to the provider and its answer, what you ask for and the amount disputed, with your consent to its being passed on. For disputes over bills, contracts, notices or faults in service. Once a bill objection is lodged with the RTR, the disputed amount is not due until the procedure ends (§ 145 TKG 2021). In German.
Ending a gym contract or subscription – magazine, membership, streaming (Austria)
A letter ending a gym contract or a running subscription in Austria — a magazine, a membership, streaming or a delivery plan. You give ordinary notice for the earliest date; for a magazine or delivery plan, notice under § 15 of Austria's Consumer Protection Act (KSchG), two months before the end of the first year and then of each half-year; notice for good cause such as illness or pregnancy; or notice for the original end date where you were not reminded before an automatic renewal (§ 6 Abs 1 Z 2 KSchG). With revocation of the direct debit and a request to confirm the end date. In German.
Ending a mobile or internet contract (Austria)
A letter ending your mobile, landline or internet contract with a provider in Austria: with ordinary notice for the earliest date, at the end of the minimum term, or extraordinarily after a change to the terms or charges that is not solely to your benefit — then with no remaining charges for the minimum term (§ 135 of Austria's Telecommunications Act, TKG 2021). After the minimum term, at most one month's notice applies. With customer, contract and phone numbers, revocation of the direct debit and a request for written confirmation of the end date. In German.
Package holiday claim: price reduction, damages and lost holiday enjoyment (Austria)
The complaint to the tour organiser after a package holiday that went wrong, in Austria: you claim an appropriate price reduction for each period affected, damages and, for a substantial lack of conformity, compensation for lost holiday enjoyment (§ 12 of the Austrian Package Travel Act, PRG), with the total, a payment deadline and your account. The letter refers to your notice given on the spot (§ 11 Abs 2 PRG) and announces conciliation or court action. In German, with your receipts, photos and the rep's confirmation enclosed.
Price reduction or termination of the sale for a defect (Austria)
The declaration to the seller when repair or replacement of defective goods has failed, in Austria: you claim an appropriate price reduction or termination of the sale (formerly Wandlung), giving the ground, the amount, a payment deadline and your account. Under § 12 of the Austrian Consumer Warranty Act (VGG) for consumer purchases from 2022 and § 932 of the Austrian Civil Code (ABGB). Termination is excluded for a minor defect; a price reduction remains. After termination the seller pays for the return. The rights must reach a court within three months after the warranty period ends (§ 28 VGG). In German.
Air passenger rights: compensation for delay, cancellation or denied boarding (Austria)
The claim letter to the airline when your flight reached its destination at least three hours late, was cancelled at short notice, or you were denied boarding: you claim compensation of €250, €400 or €600 per passenger under Article 7 of Regulation (EC) No 261/2004, plus costs you paid for meals and accommodation, with a payment deadline and your account. If the airline does not answer, or answers unsatisfactorily, within six weeks, Austria's Agency for Passenger Rights (apf) helps free of charge; this letter is the first step there. In German.
Complaint to an electricity or gas supplier or network operator (Austria)
A complaint letter to your electricity or gas supplier, or to the network operator, in Austria — about a wrong annual bill, instalments set too high, a meter reading, a switch of supplier or a threatened disconnection. With your customer number, metering point number and supply address, the problem, the remedy you want and a deadline for the answer. Complaining to the company first is what opens the free conciliation at E-Control, Austria's energy regulator (§ 26 E-ControlG). Under Austria's new Electricity Act (ElWG) and Gas Act (GWG 2011). In German.
Notice of faults on a package holiday, handed in on the spot (Austria)
The written notice of faults you hand to the tour organiser's rep or contact point while still on holiday: it lists the lack of conformity with dates, asks for a remedy by a deadline, and reserves price reduction, damages and compensation for lost holiday enjoyment. Under § 11 Abs 2 of the Austrian Package Travel Act (PRG) you must inform the organiser without undue delay; failing to do so can count against you as contributory fault. At the foot the rep confirms receipt with date and time. In German.
Withdrawal from a distance or off-premises contract (Austria)
The withdrawal notice for an online purchase, an order by phone or catalogue, or a contract made away from the trader's premises in Austria: you withdraw within 14 days without giving reasons under § 11 of the Austrian Distance and Off-Premises Contracts Act (FAGG) and ask for your money back. The model withdrawal form in the FAGG's annex is free and works just as well; no form is prescribed, and sending in time is enough. For contracts made online from 1 October 2026 the shop must also offer a withdrawal function (§ 13a FAGG). In German, ready to sign and send.
Notice of a defect: demand for repair or replacement (Austria)
The notice to the seller when goods you bought are defective, in Austria: you rely on the statutory warranty (Gewährleistung), ask at your choice for repair or replacement, and set a dated deadline. Under the Austrian Consumer Warranty Act (VGG) for purchases from 2022 and §§ 922 ff of the Austrian Civil Code (ABGB), with the first-year presumption (§ 11 VGG). Note: the rights must be taken to court no later than three months after the warranty period ends; the letter alone does not stop that clock. In German, ready to sign and send by registered post or e-mail.
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