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For businesses / A customer has taken you to VCAT

A customer has taken you to VCAT

A VCAT application is not a judgment. You have time to respond, but the first steps matter.

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VCAT work quoted

On this page: What VCAT can decide Legal representation Costs What to do now What I do The law Enquire

In short

  • A VCAT application is not a judgment. You have time to respond, but the first steps matter.
  • VCAT hears disputes between buyers and suppliers about goods and services, with no upper limit on the amount. Claims of $15,000 or less are small claims.
  • Each party usually pays its own costs in VCAT.
  • Once a VCAT application is made, the same issues cannot be taken to court separately.
  • Cost and next step: VCAT work is quoted in writing before I start. A first review and reply letter is $990. Start online or call 1800 776 529.

What VCAT can decide

VCAT hears disputes between buyers and suppliers about goods and services, with no upper limit on the amount.1 Claims of $15,000 or less are small claims.2 VCAT can order payment, damages, a refund, the variation or voiding of contract terms, or that a party do or stop doing something, such as repairing or returning goods. In a consumer dispute it can also make any order it considers fair, including declaring an unjust term void.3 VCAT cannot impose the penalties a court can.4

Once a VCAT application is made, the same issues cannot be taken to court separately.5

A large, bright meeting room with long tables and chairs

Legal representation

A lawyer can appear in VCAT only in some cases: for example where another party is represented by a lawyer, where all parties agree, or where VCAT gives permission. For small claims, permission is given only if no party would be unfairly disadvantaged.6 Even where I do not appear, I can prepare your response, evidence and submissions, and settlement correspondence.

Costs

Each party usually pays its own costs in VCAT.7 A written settlement offer that is refused, where the result turns out no better for the other side, can change that.8 So an early, realistic offer is worth considering, and a well-prepared defence is important.

What to do now

  1. Note any hearing or conference date and the date for documents.
  2. Gather the invoice, contract and terms, emails and messages, service records and photos.
  3. Do not contact the customer in a way that could be read as pressure.
  4. Get advice on whether to defend, offer a remedy or settle.

What I do

I review the application and your records, advise on the strength of the claim, prepare your response and evidence, negotiate, and appear where VCAT allows it. VCAT work is quoted in writing before I start. A first review and reply letter is $990.

The law

  1. Australian Consumer Law and Fair Trading Act 2012 (Vic) ss 182, 184.
  2. Australian Consumer Law and Fair Trading Act 2012 (Vic) s 183.
  3. Australian Consumer Law and Fair Trading Act 2012 (Vic) s 184(2) (orders, including s 184(2)(k)); s 185 (fair orders in a consumer dispute, including unjust terms).
  4. Australian Consumer Law and Fair Trading Act 2012 (Vic) ss 223(2), 224.
  5. Australian Consumer Law and Fair Trading Act 2012 (Vic) s 187; see also ss 188, 189.
  6. Victorian Civil and Administrative Tribunal Act 1998 (Vic) s 62; sch 1 cl 4D.
  7. Victorian Civil and Administrative Tribunal Act 1998 (Vic) s 109.
  8. Victorian Civil and Administrative Tribunal Act 1998 (Vic) s 112.

Last reviewed: November 2026. This page is general information about Victorian and Commonwealth law as at November 2026. It is not legal advice about your circumstances.

Tell me what happened

I reply within one business day.

To send documents, use the Start online form.

Phone: 1800 776 529
Email: info@consumerlawyers.com.au
Hours: Monday to Friday, 9 am to 5:30 pm
Office: 435 Nepean Highway, Frankston VIC 3199 (by appointment)

The business, dealer, builder or customer, if known. I need this to check that I have not acted for them.

A few sentences: what happened, any deadline, and what you would like.

Sending this form does not make me your lawyer. I confirm in writing before I act, after a conflict check. See the privacy policy.

I act for consumers and for businesses, but never for both sides of the same dispute. Before I start, I check that I have not acted for the other party.