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Complaint to a trader with a deadline before conciliation (Austria)

Austria
Deutsch
Consumer
Complaint & Appeal
Print & sign
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Published byDocMuse

This document is in German

The PDF you download is in German — that is the language it has to be filed in, so it is not translated. Everything on this page is here to tell you what it says.

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.

What you fill in

The details the document asks for.

  • Customer
  • Customer's address
  • Trader
  • Address of the company the contract is with
  • City
  • Date
  • Contract number
  • Date of the contract
  • Description of the problem
  • Requested outcome
  • Amount claimed
  • Deadline for a response
  • Who you will turn to if there is no agreement
  • Attachments

Preview

This document is produced for you. Your answers are typed into it and the finished PDF is yours to keep.

Preview coming soon

Common questions

Why must a complaint go to the trader first before conciliation in Austria?
The recognised conciliation bodies under Austria's Alternative Dispute Resolution Act (AStG) may refuse a case if you did not first try to settle it with the trader, or if more than a year has passed since that attempt. This dated complaint with its deadline is the proof. Enclose it later with the application for conciliation, together with the trader's answer.
Which conciliation body in Austria handles which kind of dispute?
E-Control for electricity and gas; the RTR for phone, internet and post; the apf for travel by air, rail, bus or ship; the Gemeinsame Schlichtungsstelle der Österreichischen Kreditwirtschaft for banks. Contracts made online go to the Internet Ombudsstelle, all other consumer contracts to the Verbraucherschlichtung Austria. With a trader in another EU country, the European Consumer Centre Austria helps. All are free for consumers.
How can a consumer in Austria make sure a complaint counts as received?
A declaration takes effect when it reaches the recipient, and in a dispute you must prove that; posting an ordinary letter does not prove receipt (OGH 2 Ob 108/07g). Send the signed complaint by registered post and keep the posting slip, or also send it as a PDF to the email address in the trader's legal notice. Set the deadline so that the trader has a reasonable time after receiving it.

How you can sign this document

  • Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
  • Sign it yourself with a qualified electronic signature. If you already hold a QES — Evrotrust, B-Trust, StampIT, ZealiD or any qualified provider on the EU Trusted List, on a card, a USB token, in a mobile app or in the cloud — our signing guide explains step by step how to sign this exact file without invalidating it. Step-by-step help, and a way to check it worked

DocMuse sells documents, not legal advice. Acceptance always depends on the recipient's rules and your local law.

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