Flooring disputes are more common than most people realise. The job cost more than quoted. The product installed doesn't match what was specified. The floor is already showing problems. The retailer is uncontactable. If any of these describe your situation, here's what you can actually do about it.
The most common flooring complaints in Australia
Price exceeded the quote — unexpected preparation costs, additional materials, or charges for work not discussed. This is the most common complaint.
Wrong product installed — a different product from what was specified in the quote, often with a lower wear layer or different construction.
Poor installation quality — gaps appearing, boards separating, clicking sounds, uneven surface.
Retailer uncontactable after payment — the job is done but follow-up questions or warranty claims go unanswered.
Step 1: Document everything immediately
Before you do anything else, document the problem thoroughly. Photograph every issue. Write down dates — when the job was done, when you first noticed the problem, when you first contacted the retailer. Collect all paperwork — quote, invoice, any written communications. This documentation is the foundation of any resolution process.
Step 2: Contact the retailer in writing
Send a written email (not a phone call — you need a record) describing the specific problem and what resolution you're seeking. Be specific: "The installation quote was $X, the final invoice was $Y, the additional $Z was not discussed or agreed." Give them 14 days to respond.
Step 3: Consumer protection bodies
If the retailer doesn't resolve the issue, Australian consumer law gives you significant protections. The relevant bodies by state:
- NSW: NSW Fair Trading — fairtrading.nsw.gov.au
- VIC: Consumer Affairs Victoria — consumer.vic.gov.au
- QLD: Queensland Office of Fair Trading — qld.gov.au/fairtrading
- WA: Consumer Protection WA — commerce.wa.gov.au
- SA: Consumer and Business Services SA — cbs.sa.gov.au
The Australian Competition and Consumer Commission (ACCC) also handles cases involving misleading conduct — if you were told the floor was a specific product and something different was installed, this may be relevant.
Step 4: NCAT / VCAT / tribunal
Each state has a consumer tribunal that handles disputes quickly and cheaply without a lawyer. NSW Civil and Administrative Tribunal (NCAT), Victorian Civil and Administrative Tribunal (VCAT), Queensland Civil and Administrative Tribunal (QCAT). For disputes under $10,000–$20,000 these tribunals are often the fastest path to resolution.
How to avoid this situation next time
Get a detailed written quote before any work starts. Verify the product specification matches what's installed when the job begins. Never pay more than 30% upfront. Use our Quote Checker to assess any quote before you sign — it flags incomplete specs and above-market pricing before the money changes hands.