Conciliation is a process where both parties try to settle the dispute themselves. A conciliator helps guide the conversation, but the people in the dispute work out the solution themselves. Conciliation is an effective way to resolve your consumer dispute.
It is important to be prepared before the conciliation starts. This can take time.
NCAT should have sent you a Notice of Conciliation and Hearing. You may get it by email or by post, depending on what you chose in your application.
Read the notice of hearing carefully, it will tell you when and where to go. Make any plans you need, such as taking time off work or arranging childcare.
If something happens and you have a good reason for not being available on the hearing date, you can try and adjourn (postpone) your matter. For more information, see Adjournments on the NCAT website.
You can ask to join by phone if you live more than 200km or 2 hours travel from the NCAT hearing venue or can’t attend in person due to disability or health reasons.
If you are joining by phone, make sure your phone is charged so that it stays on for the whole call. The conciliation may take over 30 minutes.
If you need an interpreter, including an Auslan interpreter, you should contact NCAT as soon as you can. This service is free, but it can take time to organise. If you leave it too late NCAT may not be able to organise an interpreter for you.
For more information, see Interpreters and translators on the NCAT website.
Read any letters, emails, or other messages from the respondent carefully. You should think about what is important to them. This can help you work out exactly what the disagreement is about and what things they might be able to compromise on.
Think about what outcome you want and what compromise you might accept to get it.
Before the conciliation, try to understand how the law applies to your situation. For example, is it a minor problem and easy to fix, or is it a major problem that you should get a replacement or refund?
If you are not sure, see Problems with the goods or services or get legal advice about your situation.
Get all the documents about your case together. Have these with you during the conciliation so that you can find any information or documents you need during your negotiation with the respondent quickly.
You should bring:
a pen and paper for notes
a copy of your application
proof that you bought the item or service, such as a receipt, invoice, or bank statement
supporting documents that show the problem, such as photos, videos, or an expert report
letters or emails from the respondent about the item or service
anything else that helps explain your case
Also think about what you will wear. Clean and neat clothes can help you make a good impression.
Think about how you want the dispute to end. For example, do you want:
a repair, replacement or refund
compensation for any damages or loss.
Other things to think about:
Check whether the respondent has a policy or guide that gives you extra rights beyond the basic consumer guarantees.
whether you need an expert report or other extra information.
Whether you can claim for any damage or loss that happened because of a problem with goods or services. You would need evidence showing what you lost and why it was reasonably foreseeable. For more information, see Claiming compensation on the ACCC website.
Most importantly, be ready to talk with the respondent to reach an agreement. If you do agree, the agreement can be turned into an NCAT order that must be followed.
For more information, see Ten top tips for conciliation on the NCAT website.
ALERT: Depending on the circumstances, you may have the hearing on the same day as the conciliation.
Last updated: June 2026
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