Social network sites (SNSs) have grown rapidly in recent years. More and more companies have used SNSs as part of their business strategy. SNSs offer numerous advantages , especially in enhancing communication. SNSs have a potential as a new complaint channel for young customers to f ile their complaints to companies. The object ive of this study is to investigate the acceptance of SNSs as complaint
channel based on TAM. A structured questionnaire was distributed to young participants, which collected
222 valid questionnaires. Furthermore, structural equation modeling was utilized to inves t igat e the structural
model. The results revealed that perceived ease of use and perceived usefulness have a positive correlation on the attitude towards SNSs. While the attitude plays an important role in understanding c ustomers ’ intention to use SNSs to voice complaints. However perceived usefulness has no significant impact on intention to use. Limitations and further research were also discussed.