Consumer Affairs and Fair Trading : Advice and complaints

Advice and complaints

Consumer Affairs and Fair Trading provides information and advice for:

Fair Trading - Consumers and traders. We can inform you of your rights and obligations regarding fair trading issues covered by Tasmanian legislation, and suggest how you might best attempt to resolve a dispute or approach an issue. Enquiries number 1300 654 499.
Business Affairs and Licensing - Consumers, business name Proprietors, members of incorporated bodies, and applicants for registration or licensing. Enquiries number (03) 6233 2225.
Weights and Measures - Consumers and traders. Deal with trade measurement matters aimed at conformance with the national measurement system. Enquiries number (03) 6233 7667.
Product Safety - Consumers and traders. Deal with consumer product safety matters aimed at reducing the risk of injury. Enquiries number 1300 654 499.

We provide a telephone advisory service for both consumers and traders. Contact details are available through the Contact facility on this website. Published information for both consumers and businesses is also available on our Publications web page.

Our general enquiries number is 1300 654 499.

Consumer Affairs & Fair Trading may be able to assist with disputes where the advertising and transactions have occurred within Tasmania. For disputes outside Tasmania, please contact the appropriate agency for Fair Trading, Business Affairs, Weights and Measures or Product Safety - contact information for other Australian agencies can be found on our Links page.

You must contact the trader and attempt to resolve the matter yourself before CAFT will consider becoming involved.

If you have a problem or complaint it is important that you contact the person or business concerned promptly. Delays in advising a person or business of a complaint may affect the outcome.

Enquiries

If you have an enquiry and require some assistance in resolving the issue yourself, contact Consumer Affairs and Fair Trading on 1300 65 44 99 or email consumer.affairs@justice.tas.gov.au for advice.

Complaints

Consumer Affairs & Fair Trading will only consider dispute resolution after you have attempted to resolve the matter yourself. You must go back to the trader/supplier and discuss the problem. However, if you have been unable to resolve the matter you can contact Consumer Affairs and Fair Trading on 1300 65 44 99 or email details of the complaint to consumer.affairs@justice.tas.gov.au and an officer will attempt to contact you as soon as possible.

What we don't do

We have no general power to arbitrate disputes eg we cannot make a business give a refund or complete a transaction, determine the rightful owner of a business name, or resolve an internal dispute for an incorporated body. The Magistrates Court of Tasmania Civil Division can arbitrate minor civil disputes, involving amounts under $5000 however this involves compulsory mediation prior to a formal hearing before a Magistrate. Minor civil disputes could include matters such as disputes over the repair of a motor vehicle or an appliance, renovation work on a house, residential tenancy matters, or installation of an appliance.

We do not:

Provide advice on or investigate complaints against local government, state government or commonwealth government departments and authorities. Complaints of this nature must be directed to the Ombudsman.
Make comments on matters of taste or personal values.
Attempt to resolve personal disputes eg marital or neighbour disputes. A number of mediation services are available to provide assistance with such disputes.
Tell a person what a particular business is like to deal with or endorse particular businesses.
Test one product against another. The CHOICE magazine regularly publishes information of this nature, but we do not have any involvement in its preparation.
Set prices for goods and services.
Provide advice on food or public health. Enquiries regarding this area should be directed to Department of Health and Human Services.
Provide legal advice or take up legal action on the behalf of a consumer. Information on obtaining assistance of this nature may be sought from the Legal Aid Commission, a Community Legal Centre in your area, or the Law Society of Tasmania.
Recommend any particular make or model of measuring instrument.
Provide advice on electrical safety issues. The Workplace Standards Tasmania deals with these matters.
Provide advice on replica guns, offensive or potential weapons. Enquiries should be directed to the Tasmania Police.

What happens if the issue is a possible breach of Tasmanian legislation?

It is important to note that if there has been a breach of legislation that CAFT administers, investigation and legal action may follow. CAFT may investigate a complaint further and successfully prosecute a person or business. However, this does not necessarily mean redress for the consumer. A list of legislation administered by this Office is available.

What is public interest?

An issue is in the public interest if it:

Is serious or dangerous to the public.
Will impact on the wider community.

Disadvantaged Consumers

Extra assistance will be given to consumers who are considered disadvantaged in their ability to resolve a problem themselves. Other services can be accessed to assist the person concerned.

Self Help Information

The following are some services you can use to help resolve the problem you are experiencing. However, you must contact the trader and attempt to resolve the matter yourself before CAFT will consider becoming involved.

Write to Trader

If you are unable to resolve your complaint verbally with the person or business/trader concerned, the next step is to write a letter. Here are two Sample Letters that may assist you.

It is important to remember to keep copies of all documentation relating to the problem (such as quotes, receipts and correspondence) in case they are required at a later date.

Keyword Search

Information on a variety of topics is available on this website. Use the Search box above to search the Consumer Affairs and Fair Trading site.

Other Organisations

Your problem may not be within the jurisdiction of CAFT. Our Links page may provide you with access to websites more appropriate in helping you resolve your problem.