In every small business problems can arise from time to time between businesses, their customers, suppliers, partners and employees. Most can be resolved quickly and efficiently with a common sense approach.

To maximise the chances of a successful dispute resolution with a customer you need to:

• listen to your customers (put yourself in their position)
• ask for documentary evidence to verify the facts
• understand your legal obligations - get advice from your state fair trading agency
• negotiate face to face in a calm and professional manner
• if you reach a stalemate, refer back to your state fair trading agency.

Each state has a fair trading agency to provide information to traders and consumers to help resolve marketplace disputes. If parties are unable to reach agreement, you may lodge a complaint with them. They can act as an informal negotiator. When a dispute is unable to be resolved, you can either seek legal advice or lodge a claim with the Small Claims Tribunal.

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