Disputes

Last updated: 16 May 2026

HelpSorted is an intermediary, not the contractor. The dispute paths below explain how we help when something goes wrong, what we can and can't do, and where to escalate if our process doesn't resolve it.

1. Three kinds of dispute

• Work disputes - between you and a service provider about the job itself (quality, completion, price, no-show).
• Review disputes - a provider challenges a review they believe violates our rules.
• Listing disputes - a provider, ex-employee, or member of the public challenges the accuracy of a listing (ABN claim, name, photo, suburb).

2. Submit a dispute

Step 1: Raise it with the provider directly. Most disputes resolve at this stage. Be specific about what went wrong and what you want (refund, refix, partial credit, formal response). Give them a reasonable chance to respond.

Step 2: If that fails, submit your dispute below. We acknowledge within 2 business days and aim to resolve within 14 days. You will receive an email confirmation with a reference number.

What we can do:

• Acknowledge within 2 business days.
• Reach out to the provider for their side of the story.
• Help broker a resolution where it's reasonable.
• Flag the provider's listing if a clear pattern of disputes emerges.
• Suspend or remove a listing pending investigation in serious cases.

What we cannot do:

• Force a refund. The contract is between you and the provider; we are not party to it.
• Make a binding decision on who was right. We can document, mediate, and de-list - but we are not a tribunal.
• Recover money already paid.

Step 3: Escalate if needed. If our process does not resolve your dispute, you can take it to:

• Your state or territory consumer protection agency (Office of Fair Trading QLD, NSW Fair Trading, Consumer Affairs Victoria, Consumer Protection WA, etc.).
• The relevant trade licensing body for trade-specific complaints - QBCC, VBA, NSW Fair Trading licensing, Service NSW, etc.
• Civil and Administrative Tribunal in your state for small-amount claims (QCAT, NCAT, VCAT, etc.).

3. Review disputes

Providers can flag any review they believe violates our rules via the dashboard. See Review Disclosure for the moderation policy.

We acknowledge flagged reviews within 2 business days and decide within 7 business days. Outcomes: keep, edit, remove, or keep with provider reply.

4. Listing disputes (claim a listing)

Some HelpSorted listings are pre-populated from public sources (ABR, Yellow Pages, the business's own website). If you are the genuine owner of a business that has a HelpSorted listing you did not create, you can claim it:

• Click the "Claim this listing" link on the listing page (coming).
• Verify ownership via ABN match, email-domain match, or a one-time SMS to the listed business phone.
• Once verified, the listing is yours to edit, upgrade, or remove.

If you are not the owner but want to flag a listing as inaccurate or misleading, email hello@helpsorted.com.au.

5. Confidentiality and good faith

Dispute correspondence stays between the parties involved. We don't publish dispute outcomes publicly. We expect both sides to engage in good faith - inflammatory communication or repeated frivolous claims may affect how we handle future flags.

6. External escalation contacts

• QLD Office of Fair Trading - 13 74 68, qld.gov.au
• NSW Fair Trading - 13 32 20, fairtrading.nsw.gov.au
• Consumer Affairs Victoria - 1300 558 181, consumer.vic.gov.au
• QBCC (Queensland building/plumbing) - 139 333, qbcc.qld.gov.au
• ACCC - 1300 302 502, accc.gov.au

This page outlines our dispute handling process. It is not a substitute for legal advice or formal mediation. For serious matters, consider consulting a lawyer or your state consumer agency.