Consumer conciliation request

Northern Territory Consumer Affairs (NTCA) offers a free, informal, voluntary and confidential conciliation service to help consumers and businesses resolve disputes.

Conciliation helps both sides talk through the problem and negotiate a solution. This can reduce the need for legal action.

NTCA can explain your rights and responsibilities, and those of the business, under the Australian Consumer Law (ACL).

NTCA can help when:

  • you have already tried to resolve the issue directly with the business
  • the issue is between a consumer and a business
  • the dispute is not covered by another regulator
  • no legal action has started.

Before you make an application

Before you submit a Consumer Conciliation Request (CCR), read the information below and check that you meet the eligibility criteria.

  • Your request can be accepted only if all the following apply:

    • the dispute is about goods or services worth $75 or more
    • you live in the Northern Territory (NT), unless the dispute involves a motor vehicle bought in the NT
    • the business may not have met its consumer guarantee obligations under the ACL
    • you have written to the business, clearly explaining the issue, what you want, and asked for a written response within 7 to 10 business days
    • if you paid by credit card, you have asked your bank for a chargeback but were unsuccessful
    • both you and the business are willing to take part in conciliation
    • you have provided all required documents, including:
      • your formal complaint letter or email
      • proof of purchase (invoice or receipt)

  • Your request will not be accepted if:

    • the issue is only about payment for goods or services (a contract matter) – seek legal advice.
    • the issue involves an ACL breach not related to consumer guarantees, for example, misleading conduct, unfair contract terms or unsolicited sales - report these to NTCA compliance at consumer@nt.gov.au
    • either party has started legal proceedings about the dispute
    • the business is in liquidation
    • the issue is better dealt with by another agency or regulator.

    Some issues fall under agencies such as the ACCC, ASIC, Ombudsman services or industry regulators.

  • You will be told within 10 business days whether your application has been accepted.

    The decision is based on:

    • the information you provided
    • whether you meet the eligibility criteria
    • any exceptional circumstances
    • NTCA’s capacity to manage the matter in a reasonable time, so other options, such as applying to the NT Civil and Administrative Tribunal (NTCAT) remain available.

    A fair trading officer will act as an independent third party. They help both sides work toward a solution.

    Most disputes are resolved, but participation is voluntary.

    NTCA can't force anyone to accept an outcome. Only a court can make binding decisions.

Apply for conciliation

You can submit your application online, by email, mail or in person.

Apply online

Apply for conciliation

Apply by email, mail or in person

Fill in the NT consumer conciliation request form.

NT consumer conciliation request form PDF (221.1 KB)
NT consumer conciliation request form DOCX (71.6 KB)

Submit the form by email, mail or in person to NT Consumer Affairs .

Your role in conciliation

To support a timely resolution:

  • stay calm, think about possible solutions, and discuss options with your fair trading officer
  • you may need to contact the business again, organise inspections, or get independent reports - you may have to pay for these
  • keep all documents, receipts, quotes and correspondence in case the matter later goes to court.

Information shared in conciliation is confidential, but NTCA must provide the business with enough detail to progress the matter.

If there is information you do not want shared, tell your fair trading officer in advance.

If your dispute can't be resolved

If conciliation doesn't resolve your dispute, NTCA can explain your next options.

These may include:

  • seeking independent legal advice
  • applying to the Northern Territory Civil and Administrative Tribunal (NTCAT).

NTCA can give fair trading advice but can't provide legal advice.

Last Updated:
20 May 2026

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