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Hi Belinda,

This may sound a silly question – is the company you purchased from initially an Australian company? (I understand they have sent out technicians, but are they registered here?)

If they are not in Australia then you may find that you need to consult with a lawyer in their country of trade as well as here.

Definitely try Consumer Affairs and/or investigate the complaints process with the ACCC as well.

Also, try http://www.legalaid.vic.gov.au – they will provide a one off advice session at no charge and may be able to answer your initial questions of what can be done, where you need to go etc.

Good luck!