Mediation

The Mediation team has a strong track record of successfully settling cases and is always ready to assist.

This service is available exclusively to MTA members and their customers. If your concern does not involve an MTA member, we recommend contacting your local Citizens Advice Bureau for guidance.

What does the Mediation Service involve?

The Mediation Service does communicate with both parties to understand each person’s perspective on the dispute. We then work collaboratively with everyone involved to find a resolution that is satisfactory to both parties. In most cases, we are able to reach an agreement.

The Mediation Service does not judge who is right or wrong, provide technical solutions, or determine fault. We also do not offer legal advice or deliver binding decisions for either party.

What do I need to do to utilise the MTA Mediation Service? 

1. The Consumer Guarantees Act requires that an opportunity was provided to the seller or repairer to remedy. If you haven’t already provided an opportunity to remedy, you need to do this.
2. Ensure that the business you are dealing with is an MTA member. If you are not sure, the search on our ‘Find a Member’ web page can assist.
3. We ask for as much information as possible in the form below so our team can get a good understanding of your situation before we begin. In some cases, we may even be able to offer helpful advice without needing to open a full case.
4. You will need to agree to us contacting the MTA member before we open a case. If you don’t agree we can only provide basic general advice.

What happens once a case is open?

We will contact you to talk through the issue and then reach out to the MTA member to understand their perspective. Throughout the process, we’ll keep you updated by phone or email. Our role is to encourage both parties to work toward a solution that feels fair and acceptable to everyone involved. However, we do not have the authority to require either you or the MTA member to take any particular action.

If a resolution cannot be reached through MTA Mediation, we may refer you to the Disputes Tribunal (DT). The DT is a less formal setting where lawyers cannot represent either party. An adjudicator will work with both sides to try to find a resolution and if an agreement still cannot be reached, they will issue a legally-binding decision.

Protecting your privacy

The information you give us will be held in strict confidence. MTA won’t share your information with anyone without your permission. We may record phone conversations so we can check accuracy of our records and these recording are held within our secure system.

You can ask for a copy of any information we hold about you at any time and ask us to correct it if it’s wrong. 

Next steps

The first step is to complete the form below. The Mediation team can be contacted but we will still require the form to be completed before we open a case. Contact details: phone 0508 682 633 or email [email protected].

Request MTA Mediation Service Assistance