You are more likely to resolve your dispute by organising a structured and calm discussion, rather than demanding that the other person do what you want.
Before you can access our dispute resolution service, you must first try to resolve the dispute with the other party yourself. Below are some tips to assist with this process.
1. Try to resolve the dispute yourself
Raise the issue with the other party.
Keep copies of all relevant documents, for example, contracts, invoices and written communications.
You should also consider:
- keeping a record of all conversations you have had with the other party, and
- taking photographs of work that is the subject of your dispute.
2. If the other party responds
Arrange a face-to-face meeting
Keep communication channels open, constructive and provide the key points of the issues to the other party before the meeting. This will allow them to prepare.
If you meet face-to-face:
- remain calm, focusing on the issues and not the person
- look for solutions you can both accept.
Respond in writing
If you can't resolve the issues, consider writing to the other party. Outline all remaining issues and set a reasonable deadline for them to respond.
By putting your concerns in writing, you will have a record of your discussions. You can show this to us if you choose to take your complaint further. It demonstrates that you have taken reasonable steps to resolve the dispute yourself.
3. If you reach an agreement
Write down the details and send the other party a copy, asking them to check and confirm with you if they agree with it.
4. If you can't agree or don't receive a response
If you don't receive a response from the other party within a reasonable timeframe despite making repeated attempts, or the other party refuses to engage with you, you may be eligible for our service.
Before you apply, confirm the details of the other party, especially if you have not received a response.
If you don't have the contact details for the other party, you can:
- Search social media and directories like the Yellow Pages and White Pages.
- Search the Australian Government's Australian Business Register.
- Search the database of Registered building practitioners, if the other party is a registered builder.
- Request a current company search from the Australian Securities and Investment Commission if the other party is a corporate entity.
If you can't provide current contact details for the other party, we may not be able to progress your matter.