Have you been unable to resolve the matter directly, or do you need support to progress discussions, including negotiation or re‑negotiation of your agreement?
Do you believe the other party is not complying with their obligations, or that issues have arisen under the agreement?
Have circumstances changed and your agreement may no longer be appropriate?
If you answered yes to any of the above questions, then we may be able to help.
How to refer a matter
Step 1: Contact the other party
Before you refer a matter to us, you must make a reasonable attempt to resolve the matter with the other party.
This may include:
- attempting, at reasonable times, to contact the other party to discuss the matter via phone, email, or in person.
- raising concerns or seeking to progress discussions about the agreement.
- participating in a non-binding dispute resolution process, such as mediation
- using, or attempting to use, the dispute resolution process in your CCA, MGA or AA.
However, you do not need to complete the dispute resolution process in your agreement before seeking our help. We can assist with resolving issues and supporting discussions, including mediation and negotiation, where appropriate. The Land Access Ombudsman Act 2017 protects you from legal liability when referring a matter to us. We may still be able to assist if you can show you have made a reasonable attempt to engage with the other party in another way.
We recommend keeping records of your contact with the other party.
For more information, please read our procedural guideline PG1: What is a reasonable attempt to resolve the dispute (PDF, 142KB).
Step 2: Refer your matter to the LAO
If you have not been able to resolve the matter with the other party, you can refer the dispute to us.
Alternatively, you can:
You cannot refer a matter to us on behalf of another person. The party to the agreement must make the referral themselves unless that party is a person with impaired capacity. If you wish to refer a dispute on behalf of someone with impaired capacity, please call us for assistance.
Last updated: 08 Jul 2026