During your case

After you lodge your application with the NSW Civil and Administrative Tribunal (NCAT), you will receive a notice telling you the date and time for the conciliation and hearing. NCAT will also send the respondent a copy of your application and the same notice of conciliation and hearing. NCAT may call you and the respondent ‘the parties’.

You don’t need a lawyer to represent you at NCAT but you should take time to prepare for the conciliation and hearing.

Conciliation

Conciliation at NCAT is a process where both parties negotiate and attempt to settle the dispute themselves before going to a hearing. Conciliation is an effective way to resolve your consumer dispute with the respondent by talking about the issues and coming to an agreement with the help of a conciliator. 

NCAT encourages the parties to reach an agreement at conciliation before the matter is listed for a hearing. 

If you reach an agreement at conciliation, it can be put in writing. The conciliator can help you put the agreement in writing. The tribunal member can then make a binding order which can be enforced against the respondent if they don’t comply. For more information, see Conciliation on NCAT’s website. 

If you do not settle your matter at conciliation, your matter will either be heard on the day or will be listed for a future hearing date at NCAT. 

Settling your case

You can continue to negotiate with the respondent and attempt to settle your case at any time before the hearing date. If you reach an agreement, it’s important to put it in writing. You can then ask NCAT to make an order based on your terms of settlement or consent order.

In some circumstances, you may want to withdraw your application if the respondent has fixed the problem or provided you with a refund.

For more information, see Resolve a case by agreement on the NCAT website. 

Hearing 

If you can’t settle your dispute at conciliation, the tribunal member may hear the matter on the spot or list it for another date. If they list it for another date, they may also give you and the respondent directions about exchanging and filing evidence before the next date. It is important that you meet any deadlines and attend any tribunal listings. 

The hearing is the date when the member will hear what you and the respondent have to say. They will look at all the evidence that you and the respondent have and decide your dispute.

If you go to the hearing date and the respondent doesn’t appear, the tribunal member may either adjourn (postpone) the matter to a later date or make a decision. 

Last updated: June 2026