Conciliation Light Touch resolves disputes - Motor vehicle industry bulletin 17

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Motor industry

8 June 2023

Conciliation Light Touch helps resolve disputes

We wish to formally introduce our newest dispute resolution service, Conciliation Light Touch.

Using Conciliation Light Touch, dealers and repairers are made aware of a consumer concern and given the opportunity fix the issue to avoid formal processes, such as Consumer Protection’s conciliation service or legal action in court.

How does Conciliation Light Touch work?

After we receive a consumer’s complaint, we will write to you to advise the consumer’s information and a summary of their concerns, and may suggest a reasonable outcome to consider to resolve the complaint.

At the same time, we let the customer know of the complaint referral and to expect contact from you about the concerns.

What do I need to do?

If Consumer Protection notifies you of a consumer’s complaint, you should contact the consumer as soon as possible to discuss their concerns.

Once you reach a resolution, you need to provide the consumer with written confirmation of the agreement.

If you are unable to reach a resolution, Consumer Protection will proceed with formal conciliation in due course.

If you don’t believe you need to provide a remedy, you can notify us of your reasoning in writing. We will review your information and contact you if we need to discuss your position.

Have you taken part in Conciliation Light Touch?

We welcome your suggestions, comments or feedback on the process by emailing

Consumer Protection
Last updated 09 Jun 2023

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