NAATI CCL Mandarin Consumer Affairs Practice Dialogues — Worked Examples

Good morning. How can I help you today?

上周买的洗衣机不工作。送到那天就不转。我要退款。

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

有，收据和信用卡对账单都有。付了一千两百块。要全额退款。

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?

我不想修。全新的东西根本不能用，修理不合理。要退款或换新的。

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?

退款吧。我不再信任这个品牌了。

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.

运费也退吗？我付了一百块。

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.

谢谢。我以为要费一番周折，没想到这么顺利。

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

这个月账单是平时的两倍。合同是每月八十九，但收了一百八十五。请解释。

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

我不知道超了。没收到警告通知。合同上写着接近上限时会短信通知。

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

那就应该全额取消额外费用。如果收到通知我就不会超。

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

以后怎么防止这种情况再发生？

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.

请加上自动限速。不想再收到意外账单了。

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.

谢谢。这次解决了，但如果一开始通知正常就不用这么麻烦了。

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

请了装修公司做厨房，但质量很差。柜子歪了，瓷砖有裂缝，管道漏水。付了两万五千块。

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

打了很多次电话但现在不接了。邮件也不回。最后一次通话说'活已经干完了'不会修。

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.

照片有很多。请独立检查员要多少钱？

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?

有，在合同上。

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.

十四天内不回应怎么办？

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.

我马上发书面投诉。非常感谢帮助。

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

装了智能电表后电费涨了三倍。以前每季度两百，现在六百。用电习惯没变。

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

打了三次电话。他们坚持说电表正常，什么都不做。

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.

测试期间的账单怎么办？这个金额我付不起。

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.

那我就放心了。测试需要多长时间？

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

如果电表没问题呢？

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.

了解所有选项很好。请开始电表测试程序。

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

在澳大利亚网站上买了鞋，收到的和图片完全不同。尺码颜色都不对，质量也很差。想退货说'打折商品不能退'。

'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.

我用PayPal付的。可以通过PayPal申请退款吗？

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.

退货运费谁出？

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.

需要保存网站上的图片作为证据吗？

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.

我都做。这种情况需要律师吗？

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.

谢谢。先开PayPal争议，同时向公平交易举报。

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

刹车换新报价四百五十，账单一千二百。擅自做了额外工作，没经我同意就收钱。

Did you receive a written quote?

有，签了字的报价单。明确写着换刹车片和碟片四百五十。

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.

但我已经全额付了。他们说不付钱不还车。

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.

也担心维修质量。感觉做得很赶。

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.

需要多长时间？我每天需要用车。

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.

我马上行动。再也不去那家修车厂了。

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

十三个月前买的电视不显示了。拿去店里说厂商保修十二个月已过期，不管。

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.

但店员让我找厂家，什么都不做。

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.

那我再去店里应该怎么说？

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.

还是拒绝怎么办？

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.

如果电视不是那么贵，可能就算了。

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.

说得对。明天回去店里，正式按消费者保障要求处理。