NAATI CCL Japanese Consumer Affairs Practice Dialogues — Worked Examples

Good morning. How can I help you today?

先週買った洗濯機が動かないんです。配達された日から全く動きません。返金してほしいです。

I'm sorry for the inconvenience. Do you have the receipt and proof of purchase?

はい、レシートもクレジットカードの明細もあります。1,200ドル払いました。全額返金を希望します。

Under Australian Consumer Law, if a product is not of acceptable quality, you're entitled to a refund, replacement, or repair. Would it be possible for a technician to inspect it first?

修理は望んでいません。新品で全く動かないものに修理は受け入れられません。返金か新品への交換を求めます。

You're right. For a major failure, you're not required to accept a repair. You can choose between a refund and a replacement. Which would you prefer?

返金をお願いします。同じブランドにはもう信頼がありません。

Understood. I'll process the refund to the original payment method. It will take five to ten business days to appear on your credit card. I'll also arrange for the faulty washing machine to be collected.

配達料も返金されますか？100ドル払いました。

Yes, when a product has a major failure, all associated costs including delivery are eligible for refund. I'll process a total refund of thirteen hundred dollars.

ありがとうございます。最初は対応してもらえないかと思いましたが、スムーズに解決していただいて安心しました。

This is the customer service department for the telecommunications company. How can I help?

今月の請求が通常の倍になっています。契約では月額89ドルなのに、185ドル請求されています。説明してください。

Let me check your account. It appears your data usage exceeded your plan's limit last month. You've been charged additional data fees.

超過のことは知りませんでした。警告の通知を受け取っていません。契約書には上限に近づいたらSMSで通知すると書いてあります。

Let me look into that. There was an error in the notification system — the SMS was never sent. This was our mistake.

それなら、追加料金を全額取り消すべきです。通知を受けていれば超過を防げました。

I agree. I'll reverse the ninety-six dollars in additional data charges and it will appear as an adjustment on your next bill.

今後このようなことが起きないよう、どう防止しますか？

I've set up data usage alerts on your account. You'll get SMS and email notifications at fifty, eighty-five, and one hundred per cent of your data limit.

自動制限をぜひお願いします。もう驚きの請求はこりごりです。

Done. From now on, when you reach your data limit, your speed will be reduced and no extra charges will apply. If you need more data, you can purchase it manually through the app.

ありがとうございます。今回は解決しましたが、最初から通知がちゃんと来ていればこんな手間はなかったはずです。

You've lodged a complaint with Fair Trading regarding a building dispute. What was the problem?

キッチンのリフォームに業者を雇いましたが、仕事の質がひどいです。キャビネットが傾いていて、タイルにひびがあり、配管が漏れています。25,000ドル払いました。

Have you contacted the builder about these issues? What was their response?

何度も電話しましたが、今は電話に出てくれません。メールにも返信しません。最後に話した時は「仕事は終わった」と言って、何も直さないと言いました。

It's important to keep records of all written communication. Do you have photographic or video evidence? A report from an independent building inspector would be very strong evidence.

写真はたくさんあります。独立した検査士に頼むといくらかかりますか？

Usually five hundred to eight hundred dollars. It's an expense, but the report is essential evidence in a tribunal and significantly increases your chances of a successful claim. Do you have the builder's licence number?

はい、契約書にあります。

Good. We can verify that licence with Fair Trading. We'll also check whether the builder has insurance to cover the defective work and any rectification costs.

14日以内に対応しなかったらどうなりますか？

You can then lodge an application with the NSW Civil and Administrative Tribunal. It handles building disputes up to five hundred thousand dollars without needing a lawyer.

すぐに書面での苦情を送ります。本当に助かりました。

This is the Energy Ombudsman's office. You have a complaint about your electricity bill. Can you tell me more?

スマートメーターが設置されてから電気代が3倍になりました。以前は四半期で200ドルだったのが、600ドル請求されています。使い方は変えていません。

I'll check the installation date and compare your usage data before and after. Have you lodged a complaint with the energy company?

はい、3回電話しました。メーターは正常だと言い張って、何もしてくれません。

As the Ombudsman, I can require the company to test the meter. If the test reveals an issue, I can order a bill adjustment and compensation for the overcharge.

テスト中の請求はどうなりますか？払えない金額です。

During the investigation, payment of the disputed amount can be put on hold. The energy company cannot disconnect your service during this time. You just need to continue paying the base usage charge.

それは安心です。テストにはどのくらい時間がかかりますか？

Usually two to four weeks. If the meter was faulty, the billing will be corrected and a new meter installed at no cost.

もしメーターに問題がなかった場合は？

Even then, I can help you review your tariff plan. I can also provide information on solar panel rebates and energy-saving advice. A referral to the hardship support program is also available.

すべてのオプションを聞けてよかったです。メーターテストの手続きを始めてください。

You've lodged a complaint about an online purchase. What happened?

オーストラリアのウェブサイトで靴を注文して、届いた商品が写真と全然違います。サイズも色も違うし、品質も安っぽいです。返品しようとしたら「セール品は返品不可」と言われました。

'Sale items are non-refundable' is not valid under Australian Consumer Law. If a product doesn't match the description, you have the right to a return and refund. This applies even to sale items.

ペイパルで払ったんですが、ペイパルを通じて返金を請求できますか？

Yes, PayPal has buyer protection. If the product is significantly different from the description, you can open a dispute and PayPal will investigate and may issue a refund.

返送の送料は誰が払いますか？

If the product doesn't match the description, Australian Consumer Law requires the seller to cover the return shipping cost. If the seller refuses, you can lodge a complaint with Fair Trading.

ウェブサイトの写真を証拠として保存しておくべきですか？

Yes — save screenshots of the website listing, the order confirmation email, and photos of the product you received. It's important to secure evidence early in case the seller changes the product description.

全部やります。こういう場合、弁護士は必要ですか？

Usually not. Most cases are resolved through PayPal's dispute resolution or Fair Trading. If those don't work, there's the small claims tribunal where you can represent yourself without a lawyer.

ありがとうございます。まずペイパルの紛争を開いて、同時にフェアトレーディングにも報告します。

You've lodged a complaint about being overcharged at a car repair shop. What happened?

ブレーキの交換で見積もりは450ドルでしたが、請求書は1,200ドルでした。追加の作業を勝手にやって、同意なしに請求されました。

Did you receive a written quote?

はい、サインした見積書があります。ブレーキパッドとディスクの交換で450ドルと明記されています。

Under Australian Consumer Law, a repairer must obtain your consent before performing additional work that significantly exceeds the quoted amount. You're not required to pay for unauthorised charges.

でもすでに全額払ってしまいました。車を返してもらえないと言われたので。

That's called exercising a lien, but it's not justified beyond the agreed quote. You can demand the car's release and lodge a complaint with Fair Trading.

修理の品質も心配です。急いでやったような感じがします。

I'd recommend having another mechanic inspect the work. If issues are found, you can require the original shop to fix them or provide a refund. An inspection report is powerful evidence in a dispute.

時間がどのくらいかかりますか？毎日車が必要なので。

The inspection takes one to two hours. After sending the written demand, the standard response time is fourteen days. If they don't respond, Fair Trading can escalate it.

すぐに行動します。二度とあの修理工場には行きません。

We've received a complaint about an electronics warranty issue. Which product is it about?

13か月前に買ったテレビが映らなくなりました。店に持って行ったら、メーカー保証が12か月で切れているから対応できないと言われました。

The manufacturer's warranty may have expired, but the Australian Consumer Law guarantee is separate. The consumer guarantee requires that products last for a reasonable period. A fifteen-hundred-dollar television failing after thirteen months is not reasonable.

でも店の人はメーカーに聞けと言って、何もしてくれません。

The store that sold you the product has a direct contractual relationship with you and is responsible for the consumer guarantee. They cannot redirect you to the manufacturer alone. This is the law.

では、もう一度店に行って何と言えばいいですか？

Tell them you're requesting a repair, replacement, or refund under the consumer guarantee. Explain the product failed within a reasonable period for a product of that type.

それでも拒否されたらどうしますか？

Lodge a formal complaint with the ACCC or your state's Fair Trading. They can investigate the retailer and enforce compliance. You can also apply to the consumer tribunal.

テレビの値段がそれほど高くなかったら、あきらめてしまったかもしれません。

Regardless of the price, your rights are the same. It's important to stand up for your consumer rights. Many retailers rely on customers not knowing their entitlements.

その通りですね。明日店に戻って、消費者保証に基づいて正式に対応を求めます。