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If you are unable to resolve a dispute yourself, we maybe able to assist you through our dispute resolution process. This involves you, the trader and a member of our staff (case officer) acting as an objective third party. We provide advice on fair trading matters to both you and the trader in attempting to reach a solution acceptable to both parties.
While most disputes handled by our office are resolved satisfactorily, some are not. Traders and consumers must be willing to participate in negotiations to reach a solution. We cannot force traders to agree to a settlement. Only the Courts can impose legally binding decisions.
The guide below outlines the conciliation process and what you might expect in a typical dispute situation. The process and timing may vary depending on your needs and the complexity of your case. However, we will provide you with regular updates of the progress of the negotiations.
Dispute Resolution Process
- Lodge Complaint
- discuss your problem with us
- request complaint form
- lodge form and relevant papers
- case officer confirms receipt of complaint to you and trader
- trader given final opportunity to contact you directly to resolve the matter
- case officer clarifies facts and explores solutions with youinformation gathered and/or response sought from trader
- trader's response discussed with you to determine areas of agreement and disagreement
- case officer may provide advice and suggest alternative solutions
- if necessary you obtain expert report or further information to support your case
- case officer attempts to negotiate solution acceptable to both parties
- each party is expected to fulfil terms of any agreement reached
- once matter is finalised you will be advised in writing that your case is closed
Acknowledge Complaint
Negotiation Process
Finalising Dispute
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Information on accessibility for the Office of Consumer and Business Affairs website can be viewed at: http://www.ocba.sa.gov.au/accessibility.html
Information on copyright for the Office of Consumer and Business Affairs website is provided on behalf of South Australia Central http://www.sacentral.sa.gov.au/site/page.cfm?u=60
Disclaimer
Information on the disclaimer for the Office of Consumer and Business Affairs website is provided on behalf of South Australia Central http://www.sacentral.sa.gov.au/site/page.cfm?u=61
Privacy
The South Australian Office of Consumer and Business Affairs (OCBA) is committed to protecting your privacy and the confidentiality of your personal information, consistent with the South Australian Government's Information Privacy Principles. If you would like to view the full privacy statement please visit: http://www.ocba.sa.gov.au/privacy.html
Webmaster
If you wish to provide feedback on the Office of Consumer and Business Affairs website please contact the Webmaster via email mailto:webmaster@agd.sa.gov.au
Accessibility
Information on accessibility for the Office of Consumer and Business Affairs website can be viewed at: http://www.ocba.sa.gov.au/accessibility.html