CELPIP Writing Task 1: Complaint Email
Master the art of writing formal complaint emails with this complete guide and sample answer
Understanding CELPIP Writing Task 1
CELPIP Writing Task 1 (Email) requires you to respond to a specific situation in a formal or semi-formal email format. You typically have 16 minutes to write 150-200 words. The task tests your ability to:
- Use appropriate formal/semi-formal tone
- Address the prompt completely with all required points
- Organize ideas logically with clear paragraphing
- Use correct grammar, spelling, and punctuation
- Demonstrate lexical range with varied vocabulary
- Maintain professional communication style
The Sample Task
Scenario: You recently purchased a brand-new smartphone online, but the phone frequently shuts down without warning.
Your task: Write an email to the customer support team (150-200 words) that includes:
- When and where you bought the phone
- The problems you've encountered
- A solution suggestion or refund request
Sample Answer (Excellent)
I hope you are doing well. I am writing to report a serious issue with my recently purchased iPhone 7, which I ordered online from your official website on October 5, 2025.
After a full charge, the phone frequently shuts down without any warning message. In addition, the screen flickers every few minutes while charging, which I find unusual and concerning. I have stopped using the phone to prevent any further damage.
I kindly request you to either replace the unit with a new one or issue a full refund at the earliest, as I rely heavily on this device for my business communications. Please find my bill number below for reference.
I would really appreciate your prompt assistance with this matter.
Jack
Bill No: 7658
✓ Word Count: 165 words (Within 150-200 range)
Analysis: Why This Answer Scores Well
Addressing All Requirements
When & Where
"Ordered online from your official website on October 5, 2025" — Specific date and platform clearly mentioned.
Problems Explained
Two distinct issues: frequent unexpected shutdowns and screen flickering while charging. Shows clear understanding of technical problems.
Solution/Request
Politely requests replacement OR refund with clear justification (business reliance). Provides bill number for reference.
Formal Email Structure
| Element | Example from Sample | Why It Works |
|---|---|---|
| Greeting | "Hello Customer Support Team" | Professional and inclusive, no overly casual language |
| Opening | "I hope you are doing well. I am writing to report..." | Polite opening that states purpose clearly |
| Body | Clear paragraphing of issues and request | Logical flow; each paragraph has one main idea |
| Closing | "I would really appreciate your prompt assistance" | Polite and professional without being demanding |
| Sign-off | "Best regards, Jack, Bill No: 7658" | Formal ending with necessary identification |
Grammar & Language Accuracy
Sentence Variety: Mix of complex and simple sentences creates rhythm.
Formal Vocabulary: "kindly request," "issue," "refund," "concern," "prompt assistance" — all appropriate for formal complaint.
Correct Punctuation: Proper use of commas, periods, and semicolons throughout.
Key Strengths of This Answer
- Polite yet assertive: Firm request without aggression
- Problem documentation: Specific technical issues mentioned
- Logical organization: Introduction, problem, solution, closing
- Supporting detail: Bill number reference shows professionalism
- Appropriate formality: Balances courtesy with urgency
- Clear call-to-action: States exactly what is needed (replacement or refund)
Common Mistakes to Avoid
❌ Too casual: "Hey! My phone is broken, fix it ASAP!" — Lacks professionalism
❌ Missing details: Not providing specific date, bill number, or clear problem description
❌ Poor organization: Rambling paragraphs that don't flow logically
❌ Too wordy: Repeating the same complaint multiple times, exceeding 200 words
❌ Grammar errors: Subject-verb disagreement, missing articles, tense inconsistency
❌ Vague language: "Something is wrong with my phone" instead of specific issues
Pro Tips for CELPIP Writing Task 1
1. Plan before writing: Spend 1-2 minutes noting the required points. Don't skip this step.
2. Use clear paragraphing: At least 3-4 paragraphs: greeting + opening, problem(s), request/solution, closing.
3. Be specific: Dates, times, product names, numbers — specificity adds credibility.
4. Check word count: Stay within 150-200 words. Too short = incomplete; too long = poor control.
5. Proofread: Reserve 1-2 minutes for checking spelling, grammar, and capitalization.
6. Vary sentence length: Mix short and long sentences for better readability and flow.
How This Answer Is Scored
Overall Score: 9 (Excellent)
Practice: Other Common Task 1 Scenarios
Scenario A: Request for academic transcript from university
Scenario B: Complaint about poor restaurant service
Scenario C: Request for refund from airline after flight cancellation
Scenario D: Inquiry about job application status to HR department
Tip: Try writing responses to these scenarios following the same structure as the sample email above.
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