Dispute resolution
In every small business problems can arise from time to time between businesses, their customers, suppliers, partners and employees. Most can be resolved quickly and efficiently with a common sense approach.
To maximise the chances of a successful dispute resolution with a customer you need to:
- listen to your customers (put yourself in their position)
- ask for documentary evidence to verify the facts
- understand your legal obligations - get advice from your state fair trading agency
- negotiate face to face in a calm and professional manner
- if you reach a stalemate, refer back to your state fair trading agency.
Each state has a fair trading agency to provide information to traders and consumers to help resolve marketplace disputes. If parties are unable to reach agreement, you may lodge a complaint with them. They can act as an informal negotiator. When a dispute is unable to be resolved, you can either seek legal advice or lodge a claim with the Small Claims Tribunal.
What to do...
- Read about dispute resolution and handling on the Legal issues guide for small business.
- See our Franchising topic for more information on Resolving franchising disputes.
- Contact the ACCC small business helpline on 1300 302 021.
- Find out about dispute resolution in your state or territory.
This content is supplied to Flying Solo via business.gov.au,
the Australian Government's principal website for business information and resources.
