Consumer claims

Orders NCAT can make

NCAT can make orders in consumer claims including:

• Payment of money
• Fix or replace faulty goods
• Supply of services
• Delivery of goods
  
• Refund and the goods to be returned.

For more information about the orders NCAT can make, refer to the Fair Trading Act 1987 and the Australian Consumer Law.

Claims about motor vehicles

See motor vehicles if your consumer claim is about a motor vehicle.

Consumer guarantee direction

If the consumer or business (supplier) is unhappy with a consumer guarantee direction issued by NSW Fair Trading they can apply to NCAT for a redetermination.

How to apply

You can apply online. Learn how we handle your confidentiality and privacy.

What do I need to do before completing this application?

Gather your evidence

Relevant information includes:

• Original purchase agreement, invoice or sales advice
  
• Warranties, receipts or quotes
  
• Photographs
• Witness statements or affidavits.
  

Correctly identify the other party

To make a claim against a person, business or company, you need to use their correct name or legal entity. You also need the correct address for service. 

If the other party is a business or company, search ASIC's Registers and attach the search to your application.

NCAT may ask you for more information to ensure the other party's details are correct. Not providing correct details can cause delays or the making of unenforceable orders.

Need more information?

• Visit the Legal Aid NSW website on how to identify the other party and a guided pathway
• Contact NSW Fair Trading for advice.

Application fee

View our current application fees and charges.

Concession card holders are eligible for a reduced fee. Have your concession card with you when you lodge the application to claim the reduced fee. 

Time limits

For consumer claims, you must apply to NCAT within 3 years of when the cause of action accrued (the problem with the goods or services). The goods or services must have been supplied to you within 10 years. 

For a redetermination of a consumer guarantee direction, you must apply within 28 days of when the supplier was notified of the consumer guarantee direction.

What happens next

Consumer claims applications are first listed for conciliation and hearing. Check the notice of hearing from NCAT and follow the instructions provided. If your case is not resolved at the first hearing it may be listed for a contested hearing on a later date.

Read the hearing preparation checklist to prepare for your hearing. 

Can someone represent me?

Most people represent themselves at NCAT. You can conduct your own case without a lawyer or other representative. If you want to be represented you can find out more about representation at NCAT.

Organisations that can help

NCAT cannot provide legal advice. For more information, go to Get legal help and advice for organisations that provide free or low-cost legal advice and information. Find out how we can and cannot assist.