I am not sure about aus, but in new zealand we have the consumers guarantees act which gives you quite a bit of protection. there should be some mediator in state for you, ask at a law office. in some cases if agreed to you can go elsewhere to get fixed but make sure you follow the correct path of events otherwise you will forfeit your rights. most importantly is to remain calm and try to talk through the situation that you are in, otherwise you wont get anywhere through mediation