Dispute with a business

Introduction

You can get help if you have a dispute with a trader that has supplied you with goods or services.

You have rights when you buy, hire and lease goods, or pay for services, as set out by the Australian Consumer Law.

Find out more about consumer guarantees under Australian law.

How NT Consumer Affairs can help

If you have a dispute with a trader, NT Consumer Affairs can help in trying to resolve the dispute.

They can talk to you about your rights and responsibilities, and those of the trader.

Fair trading officers will give you advice on how best to negotiate to solve the problem yourself. This includes writing a complaint letter to the trader.

If you are still unhappy

If you are unsuccessful in resolving the problem with the trader, you can make a formal complaint with Consumer Affairs.

Find out more about returns and refunds on goods.

Find out more about using service providers.


Write a complaint letter to the trader

Before you make a formal complaint with Consumer Affairs, you should talk directly to the trader.

Explain the problem and offer solutions that will satisfy you.

If you are still not successful, write a letter addressed to the manager and ask for a written response within a reasonable time limit. Keep a copy of all correspondence.

What to put in your letter

You should include all of the following:

  • your name and contact details, including your phone number
  • the date and place where the problem happened
  • the main points of what happened without going into unnecessary minor details
  • what action you have already taken to resolve the problem
  • your proposed solution
  • a closing remark such as ‘I look forward to your response within 10 working days'
  • your signature and the date
  • copies of any other letters you have written, as well as copies of other relevant documents.

It is important that you do not send original documents.

Sample letters

You can download sample letters to help you write a complaint letter.

Goods

sample letter requesting a remedy for faulty goods PDF (63.8 KB)
sample letter requesting a remedy for faulty goods DOCX (26.0 KB)

Services

sample letter requesting a remedy for faulty service PDF (66.8 KB)
sample letter requesting a remedy for faulty service DOCX (25.8 KB)


Dispute resolution

If you are unable to resolve the dispute yourself, NT Consumer Affairs can help through dispute resolution.

A fair trading officer will work with you and the trader to try and resolve the dispute.

Consumer Affairs can help when any of the following apply:

  • you have attempted to resolve the matter with the trader first
  • the dispute is between a consumer and a trader
  • the issue is not covered by another authority’s legislation - for example: health, tax or investments
  • no legal action has started.

Make a formal complaint

To make a formal complaint, follow these steps:

Step 1. Apply online or fill in the NT consumer conciliation request form.

NT consumer conciliation request form PDF (589.6 KB)
NT consumer conciliation request form  DOCX (444.1 KB)

Step 2. Submit the form by email, mail or in person to NT Consumer Affairs.

Include copies of all relevant documents, including quotes and receipts.

What happens during dispute resolution

The fair trading officer acts as an objective third party to provide advice to reach a solution that is acceptable to both parties.

While most disputes are resolved, some are not.

Traders and consumers must be willing to participate in negotiations to reach a solution.

Consumer Affairs can’t force either party to resolve a matter or to accept an action that they don’t agree with.

Only a court can impose legally binding decisions.

Read more about going to court and small claims.

Your role in resolving a dispute

You should remain calm when dealing with the trader and keep an open mind for solutions. Discuss with your fair trading officer if your solution is realistic.

You may have to write to the trader again, arrange inspections and contact other organisations to support your case. You may have to pay for independent reports.

Keep any documentation you gather on the issue as it will be useful if the dispute goes to court.

If your dispute can't be resolved

Your fair trading officer can give you advice if you want to take the dispute further.

You should get independent legal advice before going to court.

Consumer Affairs can provide advice on fair trading issues but not on legal issues. Any breach of fair trading law will be dealt with separately.

Confidentiality

Information gathered during the conciliation process is confidential.

However, some information must be provided to the trader to negotiate a solution.

If you do not want information to be given to the trader, you should tell the fair trading officer in advance.

Find out more about mediation.


Contact details for help with your dispute

For help with your dispute, your first point of contact should be Consumer Affairs, who administer the Australian Consumer Law in the Northern Territory.

Some specific consumer issues are the responsibility of other agencies. Consumer Affairs can refer you to the agencies, also listed below.

Consumer Affairs can do all of the following:

  • deal with complaints about a business
  • provide information before you buy
  • refer to other services including state, territory and national consumer agencies.

For more information, go to the NT Consumer Affairs website.

LocationMailEmailPhoneFax
Darwin
1st floor The Met Building
13 Scaturchio Street
Casuarina 0810
PO Box 40946
Casuarina NT 0811
consumer@nt.gov.au 1800 019 31908 8935 7738
Alice Springs
Westpoint Complex
Corner Railway and Stott Terraces
Alice Springs 0870
PO Box 1745
Alice Springs NT 0871
consumer@nt.gov.au 1800 019 319 08 8935 7738

Type of disputeWhoPhoneWeb
Banking, credit and insurance. If your financial lender is a member, they can give you free and independent advice. Financial Ombudsman Service 1300 780 808 fos.org.au

Banking, credit and insurance. If your financial lender is a member, they can give you free and independent advice.

Credit and Investments Ombudsman

1800 138 422 cio.org.au
Banking, credit and insurance. If your financial lender is a member, they can give you free and independent advice. Australian Securities and Investments Commission 1300 300 630asic.gov.au  
Food labelling Department of Health 08 8922 7377 hcscc.nt.gov.au
Health services Health and Community Services Complaints Commission 1800 004 474 hcscc.nt.gov.au
Internet and telecommunications Telecommunications Industry Ombudsman 1800 062 058 tio.com.au
Postal services Postal Industry Ombudsman 1300 362 072 ombudsman.gov.au/complaints/postal-industry-complaints
Privacy Office of the Australian Information Commissioner 1300 363 992 oaic.gov.au
Product safety Australian Competition and Consumer Commission 1300 302 502 productsafety.gov.au
Property Agents Licensing

Department of the Attorney-General and Justice

08 8999 1800  
Scams SCAMwatch 1300 795 995 scamwatch.gov.au
Telemarketing The Do Not Call Register 1300 792 958 donotcall.gov.au
Legal advice for residential tenancies. Consumer Affairs can help with general enquiries. Tenants' Advice Service 08 8982 1111 dcls.org.au
Weights and measures National Measurement Institute 1300 686 664 measurement.gov.au