If you have a fair trading dispute with a trader, the Office of
Consumer and Business Affairs (OCBA) can assist in resolving it.
Our advisory service will inform you of your rights and obligations
and those of the trader. We will also advise you about how to
negotiate with the trader to fix the problem yourself. These
services are free of charge.
First, you should try to resolve the problem by talking directly
to the trader. Explain the problem and offer solutions that will
satisfy you. If you are not successful, put the problem and your
solutions in writing to the trader (addressed to the manager) and
ask for a written response within a reasonable time limit. You
must give the trader a reasonable opportunity to fix the problem.
Complaints OCBA can help you with
We mainly handle disputes concerning purchases of consumer
products and services (e.g. motor vehicles, domestic building
services, household goods, credit and personal services such as
travel arrangements or Internet services).
Complaints OCBA are unable to help you with
OCBA generally will not handle a complaint where:
z A consumer has not made a reasonable attempt to resolve
the matter with the trader first
z A dispute exists between two traders
z The complaint is of a kind handled under the law by other
authorities (e.g. health, tax, investments)
z Goods or services are bought for business purposes
z Legal action has commenced
z Goods are not normally used for personal, domestic or
household use (e.g. a tractor)
z Goods and services are advertised and purchased outside
Lodging your complaint with OCBA
If you have been unsuccessful in resolving the problem with the
trader, then you should telephone or write to OCBA, explain the
problem and what you have done about it. If we can help, we will
send a 'Request for Assistance' form for you to complete and
return to us along with copies of the relevant documents
(e.g. receipts and contracts).
Talk to the trader
z Quote details from the documentation