Making a consumer claim in NCAT

Applying to NCAT 

If you can’t resolve a dispute about goods or services with a business, you may be able to make a consumer claim in the Consumer and Commercial Division at the NSW Civil and Administrative Tribunal (NCAT).

NCAT can hear consumer disputes up to the value of $100,000 about the supply of goods or services in NSW.  

In consumer claims, NCAT can make different kinds of orders which include:

• payment of money,

• a refund, or that goods are fixed or replaced. 

For more information about the orders that NCAT can make, see Consumer claims on the NCAT website.  

Before you start

Before starting a claim in NCAT, it is important that you first try to resolve the dispute directly with the business. If no agreement is reached, you can also make a complaint through an industry complaint body. For more information, see Negotiating with the business and making a complaint. 

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. 

For more information, see Finding and naming the respondent. 

You should also check that both parties are permanent residents of NSW or a territory. If not, NCAT may not be able to help as there may be a federal jurisdiction issue. In some circumstances, there may not be a federal jurisdiction issue if the business is registered as a corporation. For more information, see Federal jurisdiction on NCAT’s website. 

Starting your case

You will need to fill out an application form to start action in NCAT. For more information, see Step by step guide- Starting a consumer claim at NCAT. 

What happens next

After you apply, NCAT will usually list the matter for conciliation first. If you do not reach agreement at conciliation, the matter may go to a hearing. For more information, see During your case. 

Last updated: June 2026