Get Your Money Back From a Business: Step-by-Step Guides (Australia 2026)
Last updated · Reviewed by the Claim Done team · Not legal advice
Paid a business and got a bad job, a faulty product, nothing at all, or a bill you should not pay? In Australia the consumer guarantees in the Australian Consumer Law apply automatically, and a business cannot sign them away. A major problem usually means a refund (or a replacement for goods); a minor one means the business must fix it. Pick the kind of business below for the exact steps, who to complain to in your state, the tribunal or court, and the right letter to send.
How getting your money back works
- Tell the business in writing what went wrong and what you want, with a short deadline. Keep a copy.
- Send a formal demand if they ignore you or say no: it sets out the law, the amount and a 14-day deadline, and it is the letter a tribunal expects to see.
- Complain to the regulator or ombudsman for that industry, with a copy of your letter.
- Send a final demand quoting the first letter and any complaint reference.
- Apply to the tribunal or court in the state where the business is, and if they still do not pay after you win, enforce the order.
Phone and internet providers, energy retailers, banks and insurers have free ombudsman schemes, so the route there is different: their pages explain it.
Choose the kind of business
Building, renovations and trades
Cars, shops and deliveries
Services, events and travel
Phone, internet, energy, banks and insurers
Renting, work and debts
Health, care and professional services
Cars
Questions people ask
Can I get my money back from a business in Australia?
Where the consumer guarantees were not met, you have rights to a remedy. The consumer guarantees in the Australian Consumer Law apply automatically to goods and services bought as a consumer, and a business cannot exclude them. For a major failure you can usually choose a refund (or a replacement for goods); for a minor one the business can fix it. Start by telling the business in writing what went wrong and what you want.
What if the business has a no refunds policy?
A no refunds sign or term cannot take away your rights under the consumer guarantees when something is faulty or the service was not done with due care and skill. It can still apply to a simple change of mind. Quote the problem and what you want in writing, and use a formal demand if they refuse.
Do I need a lawyer to get my money back?
Not usually for a small claim. Most people start with a written complaint, then a formal demand letter, then a complaint to the regulator or ombudsman, and finally a claim in the tribunal or small claims court, which are designed for people without lawyers. For a complex or high-value matter, speak to a lawyer or a free community legal centre.
Which state's tribunal do I use?
Usually the tribunal or small claims court in the state where the business is located or where the dealing took place. Each business page above has a table of the tribunal or court in every state, with its money limit and a link.
What does Claim Done do?
Claim Done drafts the documents from your answers: the formal demand, the final demand, complaints to ombudsmen, tribunal applications and the paperwork to enforce an order if you win. You see the price before you pay. Claim Done is not a law firm and does not give legal advice.
What happens if I win and they still do not pay?
A tribunal or court order can be enforced, usually after it is registered or filed with a court: for example a garnishee order on the business's bank account, or seizure and sale of property. Each business page explains the steps and links to the enforcement document.
Claim Done is not a law firm and does not give legal advice. This page is general information; for a complex or high-value matter, speak to a lawyer or a free community legal centre.