The supplier ignored your consumer guarantee demand. Take it to your state tribunal.
The Australian Consumer Law guarantees apply nationally — and your state consumer tribunal can order a refund, replacement, or compensation.
You sent a demand under the Australian Consumer Law and the supplier ignored it, denied the fault, or offered a partial fix you don't accept. The ACL applies nationally, so your rights are the same everywhere — only the forum that enforces them changes by state. The next step is your state consumer tribunal or court.
Under the ACL, goods must be of acceptable quality (s 54), fit for a disclosed purpose (s 55), and match their description (s 56). Where the failure is major (s 260), you — not the supplier — choose between a refund and a replacement, and can claim compensation for the drop in value (s 259). These guarantees apply automatically and cannot be excluded by a contract term or store policy.
The forum depends on your state: NCAT (NSW, consumer claims up to $100,000), VCAT (VIC), QCAT (QLD, minor civil disputes up to $25,000), SACAT or the Magistrates Court (SA), ACAT (ACT), NTCAT (NT), or the Magistrates Court (WA and TAS). Confirm the current monetary limit and fee with your state consumer-protection office; these forums are built for self-represented consumers.
Legal mechanisms now in play
- Australian Consumer Law guarantees (ss 54-56; services s 60-61) — apply nationally, cannot be contracted out of
- Major-failure rule (s 260) — the consumer chooses refund or replacement (s 259)
- State consumer tribunals/courts designed for self-represented consumers
- Compensation for reduction in value or consequential loss
- ACCC and state fair-trading enforcement for misleading or unconscionable conduct
Consumer Tribunal Application (ACL)
Builds a structured application narrative for your state consumer tribunal or court: the purchase, the guarantee breached, whether the failure is major, your stage-1 demand and the supplier's response, and the order sought — refund, replacement, repair, or compensation, plus your costs.
$19.00 ($9.00 if you bought our earlier letter — apply via the receipt URL or QR code in your first letter's PDF)
Start the Consumer Tribunal Application (ACL) →Frequently asked
Which tribunal handles consumer claims in my state?
NCAT (NSW), VCAT (VIC), QCAT (QLD), SACAT or the Magistrates Court (SA), ACAT (ACT), NTCAT (NT), or the Magistrates Court (WA and TAS). Monetary limits differ — NSW NCAT goes up to $100,000, QLD QCAT minor civil disputes up to $25,000 — so confirm the current limit with your state consumer-protection office.
What is a 'major failure'?
Under ACL s 260, a failure is major if a reasonable consumer wouldn't have bought the goods knowing of it, the goods are substantially unfit, or they're unsafe. When the failure is major, you choose between a refund and a replacement — the supplier can't insist on a repair.
Can a store's 'no refunds' policy override this?
No. Consumer guarantees apply automatically under the Australian Consumer Law and cannot be excluded by a contract term, a sign, or a store policy. A 'no refunds' notice does not remove your rights.
Do I have to try to resolve it with the supplier first?
It helps. Many tribunals expect you to have tried to resolve it directly — your stage-1 ACL demand shows you did exactly that, which strengthens your application.
How much does the next-step application cost?
$19 standalone, or $9 if you bought our original Australian consumer guarantee demand — your receipt URL or QR code applies the discount automatically.