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            Contacts for
            Consumer Affairs/Fair Trading/Consumer Protection departments
            and
            Tribunals and Small Claims courts

            Matters covered vary a bit from from agency to agency, but generally
            you can
            get help with complaints about:
            • property and tenancy matters
            • secondhand dealers
            • false advertising
            • a small business
            • product safety - dangerous products
            • home building, renovation, repairs
            • fundraising groups
            • product packaging and labelling
            • refunds and laybys
            • door-to-door selling
            • credit matters
            • motor vehicle traders and salespersons
            • trade measurement
            • solar panel installation companies

            Consumer Affairs / Fair Trading / Consumer Protection departments
            take complaints from private consumers about goods or services that
            have been purchased, or are to be purchased in that state or territory.
            They can negotiate on your behalf and maybe arrange mediation, but
            they don't
            have the power to force the person or business you're
            complaining
            about to fix the problem. They may take a complaint from
            a trader, under certain circumstances.
            The web sites of these agencies
            contain some very useful consumer information.

            If the agency cannot sort it out, or if you are not satisfied with the
            outcome,
            you can take your complaint to the appropriate Tribunal or
            Court
            in your state or territory. The Tribunal / Court has the
            power to, for example,
            make a trader (or you) pay money or return
            goods, repair faulty goods or rectify services,
            deliver goods or excuse
            you from having to pay the full amount.

            You may also have rights under the Australian Consumer Law introduced in January 2011.
            This is a single, uniform consumer law for fair trading and consumer protection.
            T
            he Australian Consumer Law
            replaced provisions in 20 national, state and territory consumer laws.
            It applies to all businesses and includes:

            • a national unfair contract terms law covering standard form contracts
            • a national law guaranteeing consumer rights when buying goods and services, which replaces
              existing laws on conditions and warranties
            • a national product safety law and enforcement system
            • a national law for unsolicited consumer agreements, which replaces existing State and
              Territory laws on door-to-door sales and other direct marketing
            • simple national rules for lay-by agreements
            • penalties, enforcement powers and consumer redress.


            You may also be able to lodge a complaint with the appropriate industry association
            or you can engage a
            solicitor.



            Click on your state or territory.
            VIC NSW QLD  SA WA TAS ACT NT
                           
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            VICTORIA

            (1) Consumer Affairs Victoria (CAV)

            121 Exhibition St Melbourne 3000
            GPO Box 123A Melbourne 3000
            Website
            Phone numbers - CONSUMERS
            Renting, shopping and the conduct of Victorian traders
            Consumer Helpline 1300 55 81 81
            Advice & help to indigenous consumers
            1300 66 15 11
            Domestic building disputes, inc building insurance and standard of work
            1300 55 75 59
            Residential real estate matters, inc conduct of estate agents
            1300 73 70 30
            Lodgement, claims and transfer of bonds
            1300 13 71 64
            Accurate calculating and labelling of goods sold by measurement in Victoria
            1300 36 55 00
             
            How to complain
            Have a look at this page on the CAV site first, for some direction about how to lodge your complaint,
            depending what it's about.

            You will need to complete a CAV Complaint Form also (available on that page)
            and send it in with any supporting documentation you may have.
            You can ring for advice.

            (2) Victorian Civil and Administrative Tribunal
            Anyone can apply to the Tribunal to have a claim or dispute resolved.
            There is no limit to the amount you may claim
            (unless you are a trader claiming over $10, 000 because of an unjust contract).
            There is a lodgement fee.
            For further information -
            If you are a private individual, ring your local consumer advisory service
            or CAV
            (see numbers above).
            If you are a business, contact your trade or employer association or
            Small Business Victoria
            on 132 215 or for country Victoria Freecall™1800 136 034.
            VCAT website
            Useful info:
            • Consumer Action Law Centre's fact sheet
              'Taking your dispute to VCAT'


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            NEW SOUTH WALES

            (1) NSW Fair Trading
            1 Fitzwilliam Street Parramatta 2150
            PO Box 972 Parramatta 2124
            Phone - General consumer enquiries 133 220
            If you are unable to call a 13 number, you can ring (02) 9895 0111
            Fax - (02) 9895 0222
            Fair Trading home page
            How to lodge a complaint

            (2) Consumer, Trader & Tenancy Tribunal (CTTT)
            Level 12 Stockland House
            175 Castlereagh St Sydney 2000
            Phone - (02) 9641 6477
            Freecall - 1300 135 399
            Fax - 1300 135 247
            The Fair Trading Tribunal and the Residential Tribunal merged on 25 February 2002
            to form the Consumer, Trader & Tenancy Tribunal (CTTT) - a specialist dispute resolution forum
            for consumer, trader and tenancy based matters.
            It deals with matters under the following 8 Divisions:
            • home building
            • residential parks
            • motor vehicle
            • retirement villages
            • tenancy
            • general
            • strata and community schemes
            • commercial
            Further information from the CTTT website.

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            QUEENSLAND

            (1) Office of Fair Trading (OFT)
            Queensland Government Service Centre
            Upper Plaza Terrace, 33 Charlotte St Brisbane 4000
            GPO Box 3111 Brisbane 4001
            Phone - 13 74 68
            Fax - (07) 3008 5946
            National Relay Service - 133 677 (hearing impaired)
            OFT home page

            Useful information
            • OFT's information about making complaints
            • OFT's online complaint form
            • OFT's consumer information
            • Legislation the OFT is responsible for

            (2) Queensland Civil and Administrative Tribunal (QCAT)
            (incorporating the former Small Claims Tribunal)

            QCAT can deal with a range of matters, including:
            • residential tenancy disputes
            • debt disputes
            • consumer disputes
            • minor civil disputes
            • other civil disputes
            • guardianship for adults matters
            • administration for adults matters
            • building disputes
            • children and young people matters
            • anti-discrimination matters
            • occupational regulation matters
            • retail shop lease disputes
            • administrative decisions
            QCAT contact information

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            SOUTH AUSTRALIA

            (1) Consumer and Business Services (CBS)

            Can assist with complaints about goods or services advertised and purchased in South Australia only

            Chesser House 91-97 Grenfell Street Adelaide 5000
            GPO Box 1719 Adelaide 5001
            Phone – 131 882
            Fax – (08) 8204 9769
            Website

            Information to help you lodge your complaint:

            • CBS consumer advice
            • Making a complaint to CBS
            • Residential tenancies
            • Retail tenancies


            (2) Magistrates Court - Small Claims
            Deals with disputes of up to $5,000.
            You will need to fill out a claim form and pay a small fee.
            260 - 280 Victoria Square Adelaide 5000
            Phone - (08) 8204 2444
            More info on the Magistrate's Court


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            WESTERN AUSTRALIA

            (1) Consumer Protection
            (in
            Department of Commerce)
            Consumer Protection administers the Fair Trading Act 1987.
            Click to go to the Act (click on arrow beside Consumer Protection).
            219 St Georges Terrace Perth 6000
            Locked Bag 14 Cloisters Square WA 6850
            Phone (Advice & complaints) - 1300 30 40 54 (cost of a local call)
            TTY - (08) 9282 0800 (deaf and hearing impaired)
            Administration - (08) 9282 0777
            Fax - (08) 9282 0850
            Email Consumer Protection
            Consumer Protection's Consumer page
            How to make a complaint

            (2) Magistrates Court (incorporating the previous Small Claims Tribunal)
            The Magistrates Court deals with civil matters involving claims for debt or damages, consumer/trader claims
            (over the sale, supply or hire of goods or services) and residential tenancy matters.

            More information and fact sheets
            Fact sheets

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            TASMANIA

            (1) Office of Consumer Affairs and Fair Trading (CAFT)
            GPO Box 1244 Hobart 7001
            Phone - 1300 654 499 (cost of local call)
            Fax - (03) 6233 4882
            Email CAFT
            CAFT's home page
            Useful information
            • CAFT advice on making a complaint
            • CAFT's sample letter for a complaint about a good you've bought
            • CAFT's sample letter for a complaint about unsatisfactory service
            • CAFT's telephone advisory service
            • Legislation CAFT is responsible for

            (2) Magistrates Court - Minor Civil Claims Division
            For:
          • Any dispute claiming $5000 or less.
          • A claim arising out of a Residential Tenancy or Lease Agreement.
          • A claim to access neighboring land.
          • Any dispute under the Consumer Credit Code claiming $5000 or less.
          Useful information
            • How to lodge a claim, the fees payable and how to prepare your case

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            ACT
            (1) ACT Office of Fair Trading
            Level 2 GIO House City Walk Canberra City 2600
            GPO Box 158 Canberra 2601
            Phone - (02) 6207 0400
            Fax - (02) 6207 0424
            Fair Trading website
            Email Fair Trading

            (2) ACT Civil & Administrative Tribunal (ACAT)
            Disputes ACAT can deal with include neighbour disagreements; finance agreement disputes; property damage;
            landlord, tenant & strata management disputes; contractual disputes; issues with utility services..
            Address: ACT Health Building, Level 4, 1 Moore Street, Canberra City ACT
            Postal: GPO Box 370 Canberra ACT 2601
            Phone: (02) 62071740
            Useful information:
            • Fees
            • What to expect at ACAT
            • ACAT's frequently asked questions

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            NORTHERN TERRITORY

            (1) Consumer Affairs

            Consumer Affairs website

            Phone - (08) 8999 1999 or 1800 019 319
            SMS : 040 111 6801
            Fax - (08) 8935 7738

            Darwin
            - 1st floor, The Met Building, 13 Scaturchio St, Casuarina NT 0810
            PO Box 40946 Casuarina NT 081

            Alice Springs - Level 1, Belvedere House, Parsons Street, Alice Springs NT 0870
            PO Box 1745 Alice Springs NT 0871

            Useful info:
            • About complaints and disputes
            • About consumer rights
            • About legislation Consumer Affairs is responsible for

            (2) Local Court (Small Claims Division)

            Civil cases involving debts, damages or other actions to a maximum of $100, 000 are heard in the Local Court.
            Website

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