NAATI CCL Korean Consumer Affairs Practice Dialogues — Worked Examples

Good morning. How can I help you today?

지난주 산 세탁기가 작동하지 않아요. 배달된 날부터 전혀 안 돼요. 환불받고 싶습니다.

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

네, 영수증과 카드 명세서 다 있어요. 1,200달러 냈어요. 전액 환불을 원합니다.

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?

수리는 원하지 않아요. 새 제품이 전혀 안 되는데 수리는 받아들일 수 없어요. 환불이나 새 제품 교환을 요구합니다.

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?

환불로 부탁합니다. 같은 브랜드를 더 이상 신뢰할 수 없어요.

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.

배송비도 환불되나요? 100달러 냈거든요.

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.

감사합니다. 처음엔 대응해 주지 않을까 걱정했는데 매끄럽게 해결되어 안심이에요.

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

이달 요금이 평소의 두 배예요. 계약은 월 89달러인데 185달러가 청구됐어요. 설명해 주세요.

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

초과된 걸 몰랐어요. 경고 알림을 받지 못했거든요. 계약서에는 상한에 가까워지면 SMS로 알린다고 되어 있어요.

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

그러면 추가 요금을 전액 취소해야죠. 통지를 받았다면 초과를 막을 수 있었어요.

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

앞으로 이런 일이 안 생기게 어떻게 방지하나요?

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.

자동 제한 부탁합니다. 깜짝 청구서는 이제 싫어요.

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.

감사합니다. 이번에는 해결됐지만 처음부터 통지가 제대로 왔으면 이런 수고는 없었을 거예요.

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

주방 리모델링에 업체를 고용했는데 공사 품질이 형편없어요. 캐비닛이 기울어지고 타일에 금이 가고 배관이 새요. 25,000달러 냈어요.

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

여러 번 전화했지만 지금은 안 받아요. 이메일에도 답이 없어요. 마지막에 통화했을 때 '작업은 끝났다'며 아무것도 고치지 않겠다고 했어요.

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.

사진은 많이 있어요. 독립 검사관에게 의뢰하면 비용이 얼마인가요?

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?

네, 계약서에 있어요.

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.

14일 이내에 대응 안 하면 어떻게 되나요?

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.

바로 서면 불만을 보내겠습니다. 정말 도움이 됐어요.

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

스마트 미터가 설치된 후 전기료가 3배가 됐어요. 이전 분기 200달러에서 600달러가 청구됐습니다. 사용량은 바꾸지 않았어요.

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

네, 3번 전화했어요. 미터가 정상이라고 우기며 아무것도 안 해줘요.

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.

테스트 중 청구서는 어떻게 되나요? 낼 수 없는 금액이에요.

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.

안심이에요. 테스트에 얼마나 걸리나요?

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

미터에 문제가 없었다면요?

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.

모든 옵션을 들을 수 있어서 좋았어요. 미터 테스트 절차를 시작해 주세요.

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

호주 웹사이트에서 신발을 주문했는데 도착한 상품이 사진과 전혀 달라요. 사이즈도 색상도 다르고 품질도 싸 보여요. 반품하려니 '세일 상품은 반품 불가'래요.

'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.

페이팔로 결제했는데 페이팔을 통해 환불을 청구할 수 있나요?

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.

반송 배송비는 누가 내나요?

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.

웹사이트 사진을 증거로 보관해야 하나요?

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.

다 하겠습니다. 이런 경우 변호사가 필요한가요?

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.

감사합니다. 먼저 페이팔 분쟁을 열고 동시에 공정거래에도 신고하겠습니다.

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

브레이크 교체 견적은 450달러였는데 청구서가 1,200달러예요. 추가 작업을 임의로 하고 동의 없이 청구했어요.

Did you receive a written quote?

네, 서명한 견적서가 있어요. 브레이크 패드와 디스크 교체 450달러라고 명시되어 있어요.

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.

하지만 이미 전액 냈어요. 돈을 안 내면 차를 안 돌려준다고 해서요.

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.

수리 품질도 걱정이에요. 급하게 한 느낌이에요.

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.

시간이 얼마나 걸리나요? 매일 차가 필요해서요.

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.

바로 행동하겠습니다. 다시는 그 정비소에 안 갈 거예요.

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

13개월 전에 산 TV가 안 나와요. 매장에 가져갔더니 제조사 보증이 12개월에 만료돼서 대응할 수 없다고 했어요.

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.

하지만 매장 직원은 제조사에 문의하라고만 하고 아무것도 안 해줘요.

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.

그러면 다시 매장에 가서 뭐라고 하면 될까요?

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.

그래도 거부하면요?

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.

TV 가격이 그렇게 비싸지 않았으면 포기했을 수도 있어요.

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.

맞아요. 내일 매장에 가서 소비자 보증에 근거해 정식으로 대응을 요구하겠습니다.