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Refund Dispute for a Faulty Mobile Phone
Consumer Affairs Advisor (speaking English) and Customer (speaking Mandarin) talk through “Refund Dispute for a Faulty Mobile Phone”. You interpret both ways — English into Mandarin, and Mandarin into English — one segment at a time, exactly as in the CCL test.
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Full transcript
Thanks for coming in today. I have your note about the faulty phone here—please walk me through exactly what happened, including the purchase date.
早上好。我上周在一家电子产品店买了一部新手机，才用了三天屏幕就自动黑屏，完全没法开机。我去店里要求退款，但他们说只能维修，不能退钱。
Under Australian Consumer Law, if the phone has a major fault, you're entitled to a full refund, not just a repair, provided you didn't cause the damage yourself.
太好了。可是店员说这不算严重故障，只是普通问题，坚持只提供维修服务，不同意退款，我该怎么办呢？
If the store disagrees, you can lodge a formal complaint with NSW Fair Trading, and they'll independently assess whether the phone's issue counts as a major fault.
好的，那我需要准备哪些材料才能提交这个投诉呢？我担心手续会很麻烦。
You'll need your receipt, the phone's warranty card, a copy of your conversation with the store, and a short written description of the fault.
明白了。如果我没有原始发票，只有手机银行的付款记录，这样也可以用来投诉吗？
Yes, a bank statement or email confirmation showing the purchase date and amount is acceptable if you don't have the paper receipt anymore.
太好了，这样我就放心多了。那这个投诉大概需要多长时间才能处理完呢？
Fair Trading can't guarantee an exact timeframe, but they'll assess your evidence carefully and contact you if they need more information.
谢谢你详细的解释，我现在就去准备这些材料，然后尽快提交投诉。
Terms in this dialogue that cost marks
CCL is marked on information transferred. These Australian terms have no direct word in most test languages — get one wrong and the segment's information is gone.
- australian consumer law译为“澳大利亚消费者法”，是官方且标准的译法。
- fair trading直接说英文 Fair Trading，因为这是机构专有名词，各州有各自的Fair Trading部门。
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Same topic · Consumer Affairs
How the test works
Practice dialogue written to the CCL specification (two speakers, segments of 35 words or fewer, about 300 words). It is a practice text, not a NAATI test paper, and the AI score is this site's estimate, not a NAATI result. All Mandarin dialogues · All languages