Get your complaint in order.
We help you set out what happened, match your facts to the public rules, and put it to the business in writing. You make the decisions. We keep the file straight.
Based in Melbourne. Consumer, trade and small business disputes across Victoria.
Fridge stopped cooling
5 entries, in date order- Fridge bought. Receipt and card statement kept.
- Stopped cooling. Food thrown out, photos taken.
- Store said “the warranty has expired, contact the manufacturer”.
LexiSphere: brush-off, answered by ACL s 54 - Matched to ACL s 54, acceptable quality.
- Letter sent. Reply due 08/09/2026.
How it works
Most disputes stall because the facts are scattered across emails, receipts and memory. We gather them into one file you can stand behind.
Tell us what happened
In your own words. Send the receipts, emails and photos you have, however messy.
We put it in order
Every event gets a date and a source. Gaps and contradictions are marked, not guessed at.
We match it to the rules
Your facts sit beside your contract terms, the Australian Consumer Law and public guidance from Consumer Affairs Victoria and the ACCC, with the section for each.
You choose the next step
Write to the business, ask for mediation, take it to the right regulator or ombudsman, or ask a lawyer. We prepare whichever you choose.
Two ways we help
We either work for you, or sit in the middle. Never both on the same dispute.
Casework
We work for you
- A dated timeline with a source for every entry
- An index of your evidence
- Contract read-throughs: what each term says, in plain English
- Clause and section references for your facts
- Complaint letters, and complaint files for Consumer Affairs Victoria and the ACCC
Mediation
We sit in the middle
A neutral mediator helps you and the business talk it through and write down what you agree. If we prepared one side’s case, a different mediator runs the session and both sides are told before it starts.
When you need a lawyer
We are not a law firm and we don’t give legal advice. When your question is how the law applies to your situation, we refer it to Midwinter Partners, an independent law firm, or another firm you choose.
LexiSphere, our case assistant
LexiSphere is the AI tool behind our online case work. It does the sorting and the cross-referencing so the people on your matter can spend their time on judgement.
I’m LexiSphere, Genva Mediations Group’s AI case assistant. I can help you organise your facts and find the public rules that may apply. I can’t give legal advice.
LexiSphere, AI case assistant
- Rights check. A few questions show whether a fault is likely major or minor, which decides who picks the fix.
- Reply checker. Spots eleven common brush-offs in a business’s reply and shows the section that answers each.
- Complaint pathway. The next body in line for your kind of problem, from Consumer Affairs Victoria to the right ombudsman, with phone numbers and time limits.
- Letter builder. A firm first letter with the right sections cited and a 14-day reply date. You check it before it goes.
The full LexiSphere workspace opens on this site once our privacy and AI review is signed off. The reply checker works now.
Try the reply checker
Paste what the business told you. The checker compares it with eleven common brush-offs and shows the rule that answers each one.
From our case files
Real matters, with names changed and businesses described by type. Dates come from the case records. Every dispute turns on its own facts, so no result here predicts yours.
What we cover
We take on
- Faulty goods and refundsProducts that broke, don’t match the listing, or came with a brush-off
- Trades and home servicesPoor or unfinished work, disputed charges, missed timeframes
- Bills, subscriptions and contractsCharges after cancelling, terms you didn’t expect
- Business to businessSupply and service disputes between small businesses
- Neighbour and everyday disputesFences, noise, shared spaces
- Family matters, preparation onlyWe help you get organised. Parenting matters go to a registered family dispute resolution practitioner.
We don’t take on
- Criminal matters, of any size
- Questions that need legal advice. We refer those to a law firm.
- Disputes where we have already acted for the other side
Where complaints can go
Consumer Affairs Victoria, VCAT, the ACCC, and ombudsman schemes for energy, phone and internet, and financial services. We help you prepare for each of them.
We are a private service. We are not part of Consumer Affairs Victoria, VCAT, the ACCC or any ombudsman.
Start your case file
Tell us what happened in a few lines. We’ll reply by email with what to send next and a private upload link for your documents.
Prefer email? Write to info@genvamediationgroup.com.au
Have these handy
- Receipt, invoice or bank statement
- The ad, listing or quote you relied on
- Emails and messages with the business
- Photos, with the dates they were taken
- Notes of phone calls: the date, who you spoke to, what was said
Please don’t send ID documents, card numbers or bank account details.
Tell us about your dispute
Fields marked optional can be left blank. Everything else helps us reply properly.