Dispute Resolution - Consumers

(Last Reviewed : 19/02/2008 )

The following publication is currently under review. Elements of the information in the publication may be out-of-date. Please use the information with caution.

Disputes with customers are a common occurrence for small business and need to be handled quickly and professionally to maintain your goodwill and reduce the risk of financial loss.

It is important that your organisation is fully aware of its obligations under the consumer laws and has procedures in place to ensure compliance on a routine basis. If a complaint does arise it is better that the matter be resolved directly with the customer as quickly as possible. This is consistent with the approach recommended to consumers when they contact the various consumer affairs organisations.

To maximise your chances of a successful resolution, you need to:

Listen to what the customer has to say (put yourself in his/her position)
Request documentary evidence if required to verify the facts
Understand your legal obligations (seek advice from the relevant consumer organisation)
Negotiate face to face in a calm and professional manner
If you reach stalemate, refer back to the relevant consumer organisation

Disputes are inevitable, however, if they are handled successfully, you will generate positive goodwill from customers, their associates, and your own staff.

There are a wide range of organisations and services available to assist in handling consumer disputes. The services vary from government agencies to industry associations, and some of the key services and advice centres are listed below.

*Industry*	*Organisation*	*Location*	*Contact Details*
Banking	Australian Association of Permanent Building Societies	National	Tel 02 6281 1588 Tel 02 6285 1674
Banking	Australian Banking Industry Ombudsman	National	Tel 1800 337 444 Fax 03 9613 7345
Banking	Credit Union Dispute Resolution Centre	National	Tel 1800 624 241 Fax 02 9267 3125
Building	ACT Building Electrical & Plumbing Control	ACT	Tel 02 6207 6400 Fax 02 6207 6324
Building	Department of Fair Trading	NSW	Tel 13 32 20 Fax 1300 300 010
Building	Office of Consumer & Business Affairs	South Australia	Tel 08 8204 9777 Fax 08 8204 9763
Building	Domestic Building Tribunal	Victoria	Tel 03 9628 9999 Fax 03 9628 9988
Building	Queensland Building Services Authority	Queensland	Tel 07 3225 2855 Fax 07 3255 2829
Building	Commissioner for Consumer Affairs	Northern Territory	Tel 08 8999 5184 Fax 08 8999 6260
Building	Office of Consumer Affairs & Fair Trading	Tasmania	Tel 03 6233 4567 Fax 03 6233 4882
Building	Builders Registration Board of WA	Western Australia	Tel 08 9476 1222 Fax 08 9476 1299
Building	Master Builders Australia	National	Tel 02 6249 1433 Fax 02 6249 1373
Building	Royal Australian Institute of Architects	National	Tel 02 6273 1548 Fax 02 6273 1953
Consumer Affairs	Office of Fair Trading	National	Tel 02 6207 0400 Fax 02 6207 0424
Consumer Affairs	Office of Fair Trading	Queensland	Tel 07 3246 1500 Fax 07 3239 6219
Fair Trading	Department of Fair Trading	NSW	Tel 13 32 20 Fax 02 9635 6927
Consumer Affairs	Office of Consumer Affairs & Fair Trading	Northern Territory	Tel 08 8999 5184 Fax 08 8999 6260
Consumer Affairs	Office of Consumer & Business Affairs	South Australia	Tel 08 8204 9777 Fax 08 82049763
Consumer Affairs	Office of Consumer Affairs & Fair Trading	Tasmania	Tel 03 6233 4567 Fax 03 6233 4882
Fair Trading	Office of Consumer & Business Affairs	Victoria	Tel 03 9627 6111 Fax 03 9627 6223
Ombudsman	Commonwealth Ombudsman	National	1300 362 072
Trade Practices	Australian Competition & Consumer Commission	National	-Small Business Helpline 1300 302 021
Small Claims	Small Claims Tribunal	ACT	Tel 02 6217 4273 Fax 02 6217 4506
Small Claims	Fair Trading Tribunal	NSW	Tel 02 9895 2070 Fax 02 9895 0955
Small Claims	Small Claims Tribunal	Queensland	Tel 07 3247 4578 Fax 07 3247 5555
Small Claims	Residential Tenancies List	Victoria	Tel 03 9628 9800 Fax 03 9628 9822
Small Claims	Magistrate Court	South Australia	Tel 08 8204 2444 Fax 08 8204 0670
Small Claims	Legal Aid commission	Northern Territory	Tel 08 8999 3000 Fax 08 8999 3090
Small Claims	Small Claims Tribunal	Western Australia	Tel 09 9426 8700 Fax 09 9426 8717

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Dispute Resolution - Consumers