How do I take a business to VCAT for a refund?
What VCAT can order on a refused refund, what it costs to apply in 2026–27, how long it takes and where the Victorian routes stop.
AI-assisted research and reviewed for accuracy. Something out of date? Let us know.
You apply to VCAT online, and it can order the business to pay you. A standard application costs $67.40 for a claim up to $15,000, and you generally have 6 years from the dispute to apply. VCAT says to expect about 52 weeks from applying to your mediation or hearing, so try the business and Consumer Affairs Victoria first.
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That's where we start. Our team takes it from here.
Can VCAT order a business to refund you?
Yes. The Victorian Civil and Administrative Tribunal (VCAT) hears consumer disputes about goods and services, including faulty products, refunds, repairs and products that aren't fit for purpose or not as advertised.
Your rights come from the Australian Consumer Law (ACL), which applies in Victoria through the Australian Consumer Law and Fair Trading Act 2012 (Vic). The ACCC says it's illegal for a business to rely on a "no refunds" policy to deny those rights. VCAT is where you take it when the business won't move.
All parties must follow VCAT's orders. VCAT says a member decides the case at the hearing and gives an order, for example ordering one party to pay another.
Generally you must apply within 6 years of the dispute. VCAT says an older claim may still be accepted, but the business can argue it should be dismissed.
The fee depends on the size of your claim. These are VCAT's application fees from 1 July 2026 for claims under the Australian Consumer Law and Fair Trading Act 2012:
| Your claim | Standard fee | Concession fee | Can a lawyer speak for you? |
|---|---|---|---|
| Up to $15,000, or not for a sum of money | $67.40 | No fee | Generally no |
| Over $15,000, or an amount not specified | $222.80 | No fee | Only with VCAT's permission |
VCAT says daily hearing fees and other costs may also apply, and it tells you in writing if you need to pay a hearing fee. If you can't pay, you can apply for fee relief, which waives, reduces or delays the fees.
VCAT can't help with some disputes. Its list includes companies that are deregistered or in liquidation, disputes already decided by a court or tribunal, disputes with no connection to Victoria and some cases where one party lives in another state.
What should you do before you apply?
If you've only asked at the counter or on the phone, put it in writing first. Consumer Affairs Victoria says a written complaint gives you a record to show a third party later, and shows you tried to resolve it yourself.
Step 1: Keep your evidence and get the business's legal name
Keep the receipt or bank statement, photos of the fault and every email or chat. VCAT needs an ASIC extract with any claim against a company or business, so buy the Current Company Extract or Business Names Extract now. VCAT says the free summary PDF doesn't have what it needs.
Step 2: Ask the business in writing
Consumer Affairs Victoria suggests writing to the store manager of a chain store and sending a copy to its head office. Ajust's recommended channel is whichever one gives you a written record and a reference number, usually the web form or a complaints email.
Subject: Refund for [product or service]
Hello,
On [date] I bought [product or service] from you for $[price]. Since [date] it has [describe the problem]. I raised this on [dates] and was told [what they said].
I am asking for a full refund of $[amount].
Please confirm in writing by [date, 14 days from today]. If I don't hear from you by then, I will apply to VCAT.
Regards,
[Your name and contact details]
Step 3: Hold them to the date
Note when and how you sent it and put the date in your calendar. If they reply with a firm offer, get it in writing before you agree.
Already done all this and still being told no? Here's what happens next.
What if the business still says no?
In Victoria only VCAT can make the business pay. The routes below run in order, and each one has a limit.
| Where | What it does | Where it stops |
|---|---|---|
| The store manager and head office | Can approve a refund the front counter refused | It's still the business deciding about its own refusal |
| Consumer Affairs Victoria (CAV) | A voluntary dispute service that contacts the business for you and explores a resolution consistent with the law | CAV says it "cannot enforce an outcome" and can't make anyone speak to it. It only takes complaints you've made a reasonable attempt to resolve, and if you paid by credit card, only after a chargeback has failed |
| VCAT | Hears the claim and can order the business to pay you | You prepare and present the case yourself, and you pay the application fee and any hearing fee. VCAT says to expect about 52 weeks from applying to your mediation or hearing |
| The Magistrates' Court | Enforces a VCAT money order of $100,000 or less if the business doesn't pay | VCAT doesn't enforce its own orders, so you have to ask. You pay a court fee, which can be added to the debt, and VCAT warns a business may have no property or income to pay with |
You can still settle with the business at any point before the hearing. VCAT says an offer marked "without prejudice" can't be discussed at the hearing if it's turned down.
You don't need a lawyer at VCAT. For goods and services claims under $15,000, VCAT generally doesn't allow a lawyer or other professional to represent you, and each party usually pays its own legal costs even if it wins.
Can someone take this on for you?
Yes, before you file.
Our team takes over your claim with the business and puts it to the people who can approve a refund. In NSW, Victoria, Queensland, SA and WA we can also lodge it with Fair Trading or Consumer Affairs for you. If it still isn't resolved, we'll give you guidance for a tribunal claim, so you can lodge it yourself. We don't lodge tribunal claims or represent anyone at a tribunal, and we can't take on a claim a tribunal is already handling.
No win, no fee. We'll tell you straight if we don't think we can win it.
What doesn't work
- Naming the brand instead of the business. VCAT can't progress your application without the ASIC extract. If a company holds the business name, VCAT says the company is who you name.
- Waiting for a better offer that never comes. The wait for a hearing only starts once you apply, and VCAT puts it at about 52 weeks.
- Missing your hearing. If you applied and don't come, VCAT says your application may be dismissed or struck out.
- Forgetting the hearing fee. If VCAT asks for one and it isn't paid, the hearing won't go ahead.
- Agreeing to a settlement by phone. Get it in writing and tell VCAT, copying the business, so the case can be closed properly.
Common questions
How long does VCAT take for a consumer claim?
VCAT says that in general you should expect to wait 52 weeks from the time you apply to the date of your mediation or hearing. Before that, it sends an order setting a timetable for documents, which takes about 9 to 12 weeks to complete.
Do I need a lawyer for VCAT?
No. VCAT says you can present your case yourself. For goods and services claims under $15,000 it generally doesn't let a lawyer or other professional represent you. Above that, you need to ask permission at the start of the hearing and explain why.
What if I have a concession card?
You pay the concession rate, which VCAT lists as no fee for these claims, if you hold a Health Care Card, a Pensioner Concession Card or an eligible DVA Gold Card. Without one, you can apply for fee relief if paying would leave you unable to cover basics like food or housing.
Consumer Affairs Victoria couldn't resolve it. What now?
That's expected if the business won't cooperate: CAV says only a court or tribunal can enforce an outcome. It will generally give you information about applying to VCAT. Keep your written complaint, because CAV says it shows you tried to resolve the problem yourself.
Can I take an interstate or online business to VCAT?
Sometimes. VCAT says it can't help with disputes that have no connection to Victoria or with some cases where one party lives in another state. If you bought it while living in Victoria, check VCAT's Before you apply page and call VCAT before paying the fee.
What if the business doesn't pay after VCAT orders it to?
Contact the business first to check it received the order. If it still doesn't pay, VCAT says you can ask it to reopen the order or have a court enforce it. For $100,000 or less that's the Magistrates' Court, and you start by emailing VCAT your reference number.
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