Fair trading or consumer affairs agency complaints
Australian State based regulatory agencies such as Consumer Affairs Victoria or Fair Trading New South Wales enforce consumer protection laws similarly to their federal counterparts. If a customer complaint is received by one of these agencies, they may contact MyDeal seeking an agreed resolution to the customer’s dispute.
If this occurs and the complaint is about a seller’s product, MyDeal will notify the relevant agency that corresponds with sellers directly and attempt to reach a resolution. While these agencies cannot force customers and sellers to agree on outcomes, MyDeal encourages sellers to reach agreement with customers at this stage, as unresolved disputes may result in claims through state tribunals.
When a complaint is made through a Fair Trading or Consumer Affairs agency, MyDeal will notify the seller of the details of the complaint, and will treat the complaint as a direct customer escalation under our Customer Escalations and Dispute Resolution policy, but sellers should note that Fair Trading or Consumer Affairs agencies may provide for difference processes and timelines.
If complaints go unresolved, they can be lodged with a relevant civil or administrative tribunal. In this case, sellers should be aware of their obligations under the Seller Agreement to indemnify MyDeal for its costs.