If something goes wrong with your purchase, start by contacting the vendor. If you cannot get satisfaction via the vendor, try the consumer affairs or fair trading agency in the state where the trader is located.
Consumer Affairs agencies
You can find the contact details for Australian agencies in www.consumersonline.gov.au, the Commonwealth Government's one-stop site for consumer information in Australia.
Internationally, the International Marketing Supervision Network provides links to information about the consumer affairs law enforcement authorities of the countries that belong to the International Marketing Supervision Network. At Econsumer.gov, a joint project of the IMSN and the Consumer Sentinel Network, you can check your cross border rights and responsibilities.
If the company you are dealing with is located in Victoria, you can contact us.
Other sources of assistance
Industry based dispute resolution
In some areas, such as telecommunications, banking and insurance, there are specialist industry based schemes that can help resolve your dispute. They are usually effective and inexpensive. Examples include:
Banks
If you paid using a credit card, you could ask your bank if they offer a chargeback service. Some banks may be willing to cancel the transaction and reverse the payment to the supplier. Policies vary, so check with your bank.
Legal action
If your consumer affairs agency is unable to help you resolve your complaint, you can consider legal action. All States and Territories in Australia have either a consumer claims tribunal or a specialised forum of local or magistrates court to deal with consumer matters.
You should remember though that legal action could take some time and effort. It may only be worthwhile if your complaint involves a significant amount of money.
Contact details and background information on a wide range of dispute resolution schemes and complaint handling organisations can be found in the Directory of Consumer Dispute Resolution and Complaint Handling Organisations. |
If you're dealing with a Victorian company, you have several options:
Consumer Affairs Victoria
You can contact us.
Dispute resolution
The Dispute Settlement Centre of Victoria provides an informal, impartial, accessible, low cost dispute resolution service to all people in Victoria. It can assist in resolving disputes between consumers and Victorian companies to do with such matters as supply of goods and provision of services.
Victorian Civil and Administrative Tribunal (VCAT)
You can also try putting a claim against the company through VCAT to get your money back.
Magistrates' Court
If the seller is located in Victoria, you could also take low value claims to the Magistrates' Court of Victoria.
If you dealing with an overseas company, your options are limited. You should be aware that consumer protection laws in other countries are likely to be different to those in Australia. Again, if you paid using a credit card, you should check with your bank to see if they offer a chargeback service.