NAATI CCL Vietnamese Quyền người tiêu dùng — Bài luyện tập

Good morning. How can I help you today?

Máy giặt mua tuần trước không chạy. Từ ngày giao. Tôi muốn hoàn tiền.

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

Có, hóa đơn và sao kê thẻ. Trả một nghìn hai trăm đô. Muốn hoàn toàn bộ.

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?

Tôi không muốn sửa. Hàng mới mà không chạy — sửa không chấp nhận được. Hoàn tiền hoặc đổi mới.

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?

Hoàn tiền. Không tin thương hiệu này nữa.

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.

Phí giao hàng cũng hoàn không? Trả một trăm đô.

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.

Cảm ơn. Tưởng sẽ khó nhưng giải quyết suôn sẻ.

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

Hóa đơn tháng này gấp đôi. Hợp đồng tám mươi chín mà tính một trăm tám mươi lăm. Giải thích đi.

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

Tôi không biết vượt. Không nhận cảnh báo. Hợp đồng ghi sẽ nhắn tin khi gần hết.

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

Vậy phải hủy toàn bộ phí phụ. Nếu nhận được tin thì không vượt.

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

Làm sao phòng tránh lần sau?

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.

Bật giới hạn tự động luôn. Không muốn hóa đơn bất ngờ nữa.

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.

Cảm ơn. Lần này giải quyết rồi, nhưng nếu thông báo đúng từ đầu thì không phiền vậy.

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

Thuê thợ sửa bếp nhưng chất lượng rất tệ. Tủ nghiêng, gạch nứt, ống nước rò. Trả hai mươi lăm nghìn đô.

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

Gọi nhiều lần nhưng giờ không nghe. Email cũng không trả lời. Lần cuối nói 'việc xong rồi' không sửa gì.

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.

Ảnh có nhiều. Thuê thanh tra độc lập tốn bao nhiêu?

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?

Có, trong hợp đồng.

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.

Nếu mười bốn ngày không trả lời?

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.

Gửi khiếu nại ngay. Cảm ơn nhiều.

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

Từ khi lắp công tơ thông minh, điện tăng gấp ba. Trước mỗi quý hai trăm, giờ sáu trăm. Không đổi cách dùng.

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

Gọi ba lần rồi. Họ nói đồng hồ bình thường, không làm gì.

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.

Trong khi kiểm tra thì hóa đơn sao? Không trả nổi.

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.

Yên tâm rồi. Kiểm tra mất bao lâu?

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

Nếu đồng hồ không có vấn đề?

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.

Biết các lựa chọn rồi. Bắt đầu kiểm tra đồng hồ đi.

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

Đặt giày từ web Úc, nhận hàng khác hoàn toàn. Size, màu, chất lượng đều sai. Muốn trả thì bảo 'hàng sale không đổi trả'.

'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.

Trả bằng PayPal. Có thể xin hoàn qua PayPal không?

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.

Phí gửi trả ai trả?

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.

Nên lưu ảnh trên web làm bằng chứng không?

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.

Tôi sẽ làm hết. Trường hợp này cần luật sư không?

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.

Cảm ơn. Mở tranh chấp PayPal trước, đồng thời báo Fair Trading.

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

Báo giá thay phanh bốn trăm năm mươi, hóa đơn một nghìn hai trăm. Tự ý làm thêm, tính phí không hỏi.

Did you receive a written quote?

Có, báo giá đã ký. Ghi rõ thay phanh bốn trăm năm mươi.

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.

Nhưng tôi trả hết rồi. Họ nói không trả tiền thì không trả xe.

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.

Lo cả chất lượng sửa. Có vẻ làm vội.

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.

Mất bao lâu? Tôi cần xe hàng ngày.

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.

Tôi hành động ngay. Không bao giờ đến tiệm đó nữa.

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

TV mua mười ba tháng trước không lên hình. Mang đến cửa hàng nói bảo hành hãng mười hai tháng đã hết.

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.

Nhân viên bảo hỏi hãng, không làm gì.

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.

Vậy quay lại cửa hàng nói gì?

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.

Vẫn từ chối thì sao?

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.

Nếu TV không đắt lắm chắc tôi đã bỏ qua.

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.

Đúng vậy. Ngày mai tôi quay lại yêu cầu chính thức theo bảo đảm.