Consumer guarantees
A guide for consumers
July
accc.gov.au
Australian Competition and Consumer Commission
23 Marcus Clarke Street, Canberra, Australian Capital Territory, 2601
© Commonwealth of Australia 2021
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ACCC 07/21_21-24
www.accc.gov.au
iii
Consumer guarantees – a guide for consumers
Contents
 Introduction
 Consumerguarantees–snapshot
 Consumerguaranteesforgoods
 Consumerguaranteesforservices
 Otherthingsyoushouldknow
 Whengoodsorservicesdon’tmeetaguarantee
 Takingaction
Puttingyourcomplaintinwriting 
Moreinformation 
Contacts 
Consumer guarantees – a guide for consumers
1. Introduction
Whenyoubuygoodsorservicesandtheybreaktooeasilydon’tworkordon’tperformasgenerally
expectedyouhaverightsunderthelaw
TheAustralianConsumerLaw(containedinascheduletotheCompetitionandConsumerAct)
createsabasicsetofguaranteesforconsumerswhoacquiregoodsandservicesfromAustralian
suppliersimportersormanufacturersTheseareintendedtoensurethatyoureceivethegoodsor
servicesthatyouhavepaidforWhenyouhaveaproblemandoneoftheguaranteeshasnotbeenmet
youareentitledtoaremedy
Thetypeofremedydependsonthecircumstancesbutmayincludearepairreplacementrefundor
havingtheserviceperformedagain
TheconsumerguaranteesonlyapplytogoodsandservicespurchasedonorafterJanuary
PurchasesmadebeforethistimemaybecoveredbythelawsthatappliedbeforeJanuary
Knowyourrightsbutrememberthatthelawaimstogiveconsumersandsellersafairgo–itisnot
designedtoprotectyouifyouarecarelessormakeunreasonabledemands
Inthisbookletyouwillfindanswerstosomeofthequestionsmostcommonlyaskedbyconsumers
suchaswhatrightsyouhavewhensomethingyoubuybreaksorfailstoperformasexpectedand
whenyoumaybeentitledtoarefundorexchangeItexplainsthelawinsimplelanguagebutisno
substituteforthelegislationorlegaladvice
Consumer guarantees – a guide for consumers
2. Consumer guarantees – snapshot
Theconsumerguaranteesapplyeverytimeyoubuygoodsandservices
Whenyoubuygoodsthesellerguaranteesthat
goodswillbeofacceptablequality
goodswillbefitforaparticularpurpose
goodswillmatchtheirdescription
goodswillmatchthesampleordemonstrationmodel
theywillhonouranyexpresswarranties
youhavetitletothegoods
youhaveundisturbedpossessionofthegoods
therearenoundisclosedsecuritiesonthegoods
Themanufacturerguaranteesthat
goodswillbeofacceptablequality
goodswillmatchtheirdescription
theywillhonouranyexpresswarranties
theywillproviderepairsorsparepartsforareasonabletime
Whenyoubuyservicestheproviderguaranteesthat
theywillprovidetheserviceswithduecareandskill
theserviceswillbefitforaparticularpurpose
theserviceswillbeprovidedwithinareasonabletime
Mostoftheguaranteesaregiventoyoubythesellerorserviceproviderinsomecasestheyaregiven
bythemanufacturerIfthemanufacturerdoesn’thaveanoceinAustraliathentheimporteris
responsibleformeetingthemanufacturer’sguaranteestoyou
Ifaproductorservicefailstomeetaguaranteeyoumaybeentitledtoareplacementrepairrefundor
otherremedy
Am I covered by the consumer guarantees?
Asaconsumeryouautomaticallyreceivecertainguaranteeswhenyoubuyhireorleasegoodsor
buyservices
YouarecoveredbythelawifthegoodsorservicesyoupurchasecostlessthanIfthegoods
orservicescostmorethanbutarenormallyusedforpersonaldomesticorhousehold
purposes(suchaslandscapedesign)theguaranteeswillstillapplyVehiclesandtrailersarealso
coveredirrespectiveofcostprovidedtheyareusedmainlytotransportgoods
Thismeanstheconsumerguaranteescanapplytopurchasesthatabusinessmightmakeforexample
anocechairorphotocopierHoweverregardlessofcosttheguaranteesdonotapplytogoodswhich
aretobere-soldortransformedintosomethingthatissoldorusedup
Ifyoureceivethegoodsorservicesasagiftyouhavethesamerightsasthepersonwho
purchasedthem
Theguaranteesdonotapplytoinsuranceandfinancialservicesasthesearecoveredbyotherlaws
Servicesfortransportingandstoringgoodsforbusinesspurposesarealsonotcovered
Consumer guarantees – a guide for consumers
3. Consumer guarantees for goods
Theconsumerguaranteesareintendedtoensurethatyougettheproductyoupaidforandthatitdoes
whatitismeanttodoTherearenineguaranteesthatapplytogoods
Acceptable quality
Thereisaguaranteethatgoodsareofacceptablequalityifthey
aresafedurableandfreefromdefects
areacceptableinappearanceandfinish
doeverythingthattheyarecommonlyusedfor
Whendecidingwhethergoodsmeetthisguaranteeyouneedtoconsiderthenatureofthegoods
thepriceandanyinformationprovideddirectlybythesellerorthemanufactureroronpackagingor
promotionalmaterial
YoushouldalsoconsiderhowyouhaveusedtheproductGoodsarenotexpectedtobe
indestructible–forexampleifyoudamagethegoodsorusegoodsinanunreasonableorunintended
manneryoumaynotbeabletorelyonthisguaranteetoobtainaremedy
Second-handgoodsarealsocoveredbytheguaranteebutagepriceandconditionmustbetaken
intoaccount
Theguaranteeofacceptablequalitystillappliestoimperfectgoodsor‘seconds’Whereaselleralerts
youtoanydefectsbeforethepurchaseyoushouldinspectbeforeyoubuytomakesureyouarestill
happytogoaheadOtherwiseyoumaynotbeentitledtoaremedy
Aconsumerpurchasesanewpairofshoesoneofwhichlosesaheelwhenitiswornforthe
firsttime
Theconsumercanclaimthattheshoedoesnotmeettheguaranteeofacceptablequality
Fit for a particular purpose
Thereisaguaranteethatgoodswillbesuitableforanyparticularpurposethatyoumakeknowntothe
sellerbeforeyoubuy
Ifyouexplaintothesellerthatyouwanttheproductforaparticularpurposeandyoubuyitbasedon
theirclaimsorexpertisethesellerguaranteesthatitwillmeetyourparticularpurposeThisguarantee
maynotapplyifitisunreasonabletorelyontheseller’sskillorjudgmentorifyoupurchasetheproduct
despiteadvicefromthesellerthatitwillnotmeetyourparticularpurpose
Aconsumerpurchasespaintfromaspecialtypaintshopafterexplainingtothesellerthatthey
arepaintingtheiroutdoordeckingAfteracoupleofmonthsthepaintbeginstopeelasitis
unsuitableforoutdoorsurfaces
Theconsumercanclaimthatthepaintforthedeckingisnotfitforaparticularpurposethatwas
madeknowntotheseller
Consumer guarantees – a guide for consumers
Match description
Thereisaguaranteethatanydescriptionofaproduct–whethermadeverballyorinwriting–must
beaccurate
AconsumerordersasetofpinktowelsonlinebasedonacolourchartprovidedbythesellerThe
towelsdeliveredarered
Theconsumercanclaimthatthetowelsdonotmatchtheseller’sdescription
Match sample or demonstration model
Thereisaguaranteethatifyouhavechosengoodsbasedonasampleordemonstrationmodelthe
goodsmustmatchinqualitystateorcondition
Aconsumertestdrivesanewcarandagreestopurchaseacarthesameasthedemonstration
modelWhenthenewcarisdeliveredithasasmallerenginethanthedemonstrationmodel
Theconsumercanclaimthecardoesnotmatchthedemonstrationmodel
Express warranties
Thereisaguaranteethatifasellerormanufacturermakesextrapromises–eitherverballyorin
writing–aboutthequalityconditionperformanceorcharacteristicsofgoodsthesepromisesmustbe
metCommontypesincludemoney-backguaranteesandlifetimeguarantees
Expresswarranteesapplyinadditiontotheconsumerguarantees
AconsumerpurchasesakitchenknifeThesellerpromisesthemthatitwillstaysharpfor
yearsAfteryearstheknifeisnolongersharp
Theconsumercanclaimthattheknifedoesnotmeettheexpresswarranty
Repairs and spare parts
Thereisaguaranteethatwhenyoupurchaseaproductthemanufacturerorimportermustprovide
sparepartsandrepairfacilitiesforareasonabletimeafterpurchaseThisappliesevenifyoudidnot
purchasethegoodsdirectlyfromthemanufacturerorimporter
Howlongis‘reasonable’willdependonthetypeofproduct
Thisguaranteedoesnotapplyifyouareadvisedatthetimeofpurchasethatrepairfacilitiesandspare
partswillnotbeavailableafteraspecifiedtime
AconsumerpurchasesanewtelevisionthatrequiresrepairaftermonthsThesuppliercannot
providesparepartstorepairthetelevision
Theconsumercanclaimthatthesupplierhasnotmettheguaranteeforrepairsandspareparts
Consumer guarantees – a guide for consumers
Title to goods
ThereisaguaranteethatwhenyoubuygoodstheownershiprightsarepassedtoyouThesellermust
tellyouwhenthereareotherrightsoverthegoods
Thisguaranteealsoappliestogoodsyoubuythroughprivatetransactionsbutitdoesnotapplyto
goodsthatareleasedorhired(becauseyoudon’texpecttoowntheseoutright)
Aconsumerbuysasecond-handcarfromaprivatesellerThecaristhenrepossessedbythe
policebecauseitwasstolen
Theconsumercanclaimthatthesellerdidnotgivecleartitletothegoods
Undisturbed possession of goods
ThereisaguaranteethatnoonewilltrytorepossessorreclaimaproductyoubuyThisguaranteealso
appliestoprivatetransactions
Forgoodsthatarehiredorleasedtheguaranteeappliesonlytotheperiodofthehireorlease
Ifthegoodsarepurchasedunderapaymentplanandyoufailtomaketheagreedpaymentstheseller
maybeabletorepossessthegoods
No undisclosed securities on goods
Thereisaguaranteethatthegoodswillbefreeofanyundisclosedsecuritiesorchargesunlessyouare
clearlytoldotherwisebeforeyoupurchase
Thisguaranteealsoappliestogoodsyoubuythroughprivatetransactionsbutitdoesnotapplyto
goodsthatareleasedorhired
Consumer guarantees – a guide for consumers
4. Consumer guarantees for services
TheconsumerguaranteesareintendedtoensureyougettheserviceyoupaidforThereare
guaranteesthatapplytoservices
Due care and skill
Thereisaguaranteethatserviceprovidersmustcarryoutallservicesusinganacceptablelevelof
careandskillTheirworkmustbeatleastasgoodaswhatacompetentpersonwithaverageskills
andexperiencewouldprovideTheymustalsotakereasonablestepstoavoidlossordamagewhen
providingtheservice
AconsumerhiresaplumbertofixaleakinthebathroomThenextdaythesameleakreturns
Theconsumercanclaimthattheservicewasnotprovidedwithduecareandskill
Fit for a particular purpose
Thereisaguaranteethattheservicesandanyresultingproductswillbereasonablyfitforanyparticular
purposespecified
Thisguaranteemaynotapplyifitisunreasonabletorelyontheserviceprovider’sskillorjudgmentorif
theprovidertellsyoutheserviceorresultingproductwillnotmeetyourpurpose
Thisguaranteedoesnotapplytoprofessionalservicesprovidedbyaqualifiedarchitectorengineer
Aconsumerhiresacarpentertobuildaunitthatwillfittheir-inchplasmatelevisionThe
finishedproductistoosmall
Theconsumercanclaimthattheservicedidnotmeetthepurposespecified
Services must be supplied within a reasonable time
Thereisaguaranteethattheserviceswillbesuppliedwithinareasonabletimeifthereisnotimeframe
otherwiseagreedWhatis‘reasonable’willdependonthenatureoftheservicesandotherrelevant
factorssuchasweatherandavailabilityofpartsorsupplyofmaterials
AconsumerhiresabuildertoreplacesomebrokenrooftilesTheconsumerandthebuilderdon’t
discussthecompletiondateThebuilderstartstherepairsbutdoesnotreturnforamonth
Theconsumercanclaimthattheservicehasnotbeensuppliedwithinareasonabletime
Howeverifitwasrainingduringthattimethedelaymightbereasonable
Consumer guarantees – a guide for consumers
5. Other things you should know
Second-hand goods
Theconsumerguaranteesapplywhetherthegoodsarenew‘seconds’orsecond-handDependingon
factorslikepriceandageitmaynotbereasonabletoexpectasecond-handproducttolastaslongor
performtothesamestandardasanewone
Forexampleasecond-handvacuumcleanerisnotexpectedtolastaslongasanewone
Goods bought at auction
Onlytheconsumerguaranteesrelatingtotitleundisturbedpossessionandundisclosedsecuritiesand
chargesapplytogoodspurchasedatatraditionalauctionconductedbyanagentofthepersonselling
thegoods
Ifyousellgoodsthroughanonlineauctionwebsiteyoumayberequiredtoabidebytheconsumer
guaranteesasthesewebsitesdonotgenerallyactasanagentforthepersonsellingthegoods
Ifyoutakeupanoptiontobuyatanonlineauctionsiteatafixedpriceyouarecoveredbythesame
consumerguaranteesthatapplytonon-auctionsales
Goods bought online or overseas
IfyoubuyfromanAustralian-basedonlineselleryouarecoveredbytheconsumerguarantees
IfyoubuyfromanoverseasonlineselleryoumaynotbecoveredbytheguaranteesTheremayalso
bepracticaldicultiesinobtainingaremedyfromanoverseas-basedsellerCheckthetermsand
conditionsofthecontractbeforeyoubuy
Store return policies and ‘no refund’ signs
Signsorcashregisterreceiptsthatstate‘norefunds’aremisleadingbecausetheygiveyouthe
impressionthatitisnotpossibleforyoutogetarefundunderanycircumstance–evenwhenthereisa
majorproblemwiththegoodsForthisreasonthefollowingexamplesofsignsareunlawful
‘norefundonsaleitems’
‘exchangeorcreditnoteonlyforreturnofsaleitems’
‘norefundsafterdays’
Similarlyinsistingyoureturngoodsunopenedorintheiroriginalpackagingmaybemisleadingasthese
conditionsarenotrequiredtoclaimaremedyunderthelaw
Howeversignsthatstate‘Norefundswillbegivenifyouhavesimplychangedyourmind’
areacceptable
Consumer guarantees – a guide for consumers
‘No responsibility’ policies
Serviceproviderscannotmakeclaimsthatmisleadconsumersabouttheirrights–forexampleby
implyingthatyouhavenorightsifservicesarenotcarriedoutwithduecareandskill
Claimswhichmaybemisleadinginclude
‘noresponsibilityforlossordamage’
‘goodsleftforrepairatyourownrisk’
‘allcarebutnoresponsibility’
Manufacturers’ warranties
Suppliersormanufacturersmayprovideawarrantypromisingthatifdefectsoccurwithinagiven
periodoftimeaconsumermaybeentitledtoarepairreplacementrefundorothercompensation
Itisimportanttounderstandthatamanufacturer’swarrantyappliesinadditiontotheconsumer
guaranteesWhereastheconsumerguaranteesapplytoallpurchasesandcannotbewaived
manufacturers’warrantiesareoeredvoluntarilyandusuallyapplytocertaintypesofproductssuchas
electricalgoodscarsandfurniture
Extended warranties
Suppliersormanufacturersmayoerextendedwarrantiestoprovideadditionalprotectionorto
lengthenthecoverageoftheirmanufacturer’swarrantyYouwillnormallyhavetopayextraforthese
warrantieswhenyoumakethepurchase
Itisimportanttounderstandthatthesewarrantiesdonotcancelyourrighttomakeclaimsunderthe
consumerguarantees
Beforeyoubuyanextendedwarrantychecktoseeifitoersyoumoreprotectionthantherightsyou
automaticallyhavebylawMakesureyoualsocheckthetermsandconditionsastheymayoutline
thingsyoumustdoinordertomakeaclaimunderthewarranty
Consumer guarantees – a guide for consumers
6. When goods or services don’t meet a
guarantee
Ifaproductorserviceyoubuyfailstomeetaguaranteeyouhavearighttoaremedysuchas
refund
repair
replacementorexchange
compensation
cancellationofcontract
Theremedyyouareentitledtowilldependonwhetherthefailuretocomplywiththeguaranteeismajor
orminor
Minor failures
Minorfailurestocomplywithaconsumerguaranteecannormallybefixedorresolvedinareasonable
amountoftimeInthiscasethesellercanchoosetooeryouarefundreplacementorrepairorinthe
caseofservicesresupply
Thismustbeprovidedfreeofchargeandwithinareasonabletimedependingonthecircumstances
Ifthesellerrefusestofixtheproblemortakestoolongyoumaybeabletogetitfixedbysomeoneelse
andrecoverthecostsfromtheseller
Major failures
Majorproblemscannotbefixedoraretoodiculttofix
Thereisamajorfailuretocomplywithaconsumerguaranteewhen
YouwouldnothavepurchasedtheproductifyouhadknownabouttheproblemForexampleyou
wouldnothaveboughtthewashingmachineifyouhadknownthemotorwouldfailaftermonths
Theproductissignificantlydierentfromthedescriptionsampleordemonstrationmodelyou
wereshownForexampleyouorderedaredbicyclefromacataloguebutthebicycledelivered
wasgreen
Theproductissubstantiallyunfitforitsnormalpurposeandcannoteasilybemadefitwithina
reasonabletimeForexampletheraincoatyouboughtisnotwaterproofbecauseitismadefrom
thewrongmaterial
Theproductissubstantiallyunfitforapurposethatyoutoldthesupplieraboutandcannoteasilybe
madefitwithinareasonabletimeForexampleyoutoldtheselleryouneededacartotowaboat
butthecartheysoldyouisnotpowerfulenoughtotowyourboatbecauseitsengineistoosmall
TheproductisunsafeForexampletheelectricblankethasfaultywiring
Thereisalsoamajorfailuretocomplywithaconsumerguaranteewhentherearemultipleminor
problemswiththeproductandyouwouldnothavepurchasedtheproductifyouhadknownthenature
andextentoftheproblemstakenasawhole
Thereisamajorfailurewithaservicewhen
YouwouldnothaveengagedtheserviceifyouhadknownthenatureandextentoftheproblemFor
exampleyouwouldnothavepaidtohaveyourshoesresoledifyouhadknownthesolewouldcome
oafterthefirstwear

Consumer guarantees – a guide for consumers
Theservicedoesnotmeetthereasonableexpectationsforthattypeofserviceandtheproblem
cannotberectifiedwithinareasonabletimeForexampleacarpet-cleaningservicedamagesyour
carpetbyleavinglargewatermarks
Toutoldthesupplierthatyouwantedtheserviceforaspecificpurposewhichwasnotfulfilled
andtheproblemcouldnotbeeasilyrectifiedwithinareasonabletimeForexampleyoutellapay
TVcompanythatyouwanttowatchtheOlympicsYousignuptoa-monthcontractbutthe
Olympicsareoverbythetimetheserviceisinstalled
Youtoldthesupplierthatyouwantedaspecificresultyettheserviceandendresultfailedtomeet
yourspecificationsandcouldnotbeeasilyrectifiedwithinareasonabletimeForexampleyou
arrangeforcustom-madeblindstobeinstalledwhichwhenfittedaretoosmallItwilltakemonths
tore-fittheblinds
ThesupplyoftheservicehascreatedanunsafesituationForexampleanelectricianincorrectly
wireswallsocketsinyournewkitchenwhichmakestheelectricaloutletsunsafe
Thereisalsoamajorfailuretocomplywithaconsumerguaranteewhentherearemultipleminor
problemswiththeserviceandyouwouldnothaveengagedtheserviceifyouhadknownthenature
andextentoftheproblemstakenasawhole
Whenthereisamajorfailurewithaproductyoucanchooseto
returntheproductandaskforarefund
returntheproductandaskforanidenticalreplacementoroneofsimilarvalueifreasonablyavailable
keeptheproductandaskforcompensationforthedropinvaluecausedbytheproblem
Whenthereisamajorfailurewithaserviceyoucanchooseto
cancelthecontractandpayareasonableamountfortheworkdoneorseekarefundformoney
alreadypaid
keepthecontractandnegotiateareducedpriceforthedropinvalueoftheservice–thismaymean
askingforsomeofyourmoneybackifyouhavealreadypaid
Remedies explained
Refundsforgoods
ThesellercanoeryouarefundforaminorproblemIftheproblemismajoryouhavetheoptionto
choosearefundandthesellermustnotrefuseorinsistthatyouacceptacreditnoteexchangecard
orreplacement
Thesellermustalsoreturnanyotherformofpaymentyoumighthavemadesuchasatrade-inIfthisis
notpossible(ifforexampletheyhavesoldtheproductyoutradedin)theymustrefundyouthevalue
withanotherformofpayment
Replacement(orexchange)ofgoods
Ifyouareoeredareplacementforaminorproblemoryouchooseareplacementforamajor
problemthereplacementmustbeofthesametypeandsimilarvalueIfsuchareplacementisnot
reasonablyavailableyoumayneedtochoosearepairorarefund
Theconsumerguaranteesthatappliedtotheoriginalgoodswillapplytoanyreplacementgoods
Compensationforlossofvalueofgoods
Iftheproblemismajorandhasresultedinthegoodslosingsomevalueyoucanchoosetokeepthe
goodsandaskthesellerforapartialrefundYoumayneedtonegotiateareasonableamountwith
theseller

Consumer guarantees – a guide for consumers
Thecompensationamountislikelytodependonarangeoffactorssuchasthevalueofthegoods
whenyouboughtthemhowmuchtheywouldbeworthnow(ifyouboughtthemnew)andhowbig
theproblemis
Cancellingaservicecontract
Ifthereisamajorproblemwithaserviceandyouchoosetocancelthecontractyoumusttelltheseller
ThecontractisconsideredcancelledassoonasyoutellthemYoucandothisverballyorinwriting(or
ifthisisnotpossiblebyanyothermeans)
Youcannotimmediatelycancelaserviceiftheproblemisminororcanbefixed
Refundsforcancelledservices
IfyouareentitledtocancelacontractforaserviceyoumayalsohavearighttoarefundYoumay
needtonegotiateareasonableamountWhatisreasonablewilldependonarangeoffactorssuch
whethersomeoralloftheservicesprovidedwereunsatisfactoryorprovidedatallThismaymean
askingforsomeofyourmoneybackifyouhavealreadypaid
Goodsandservicesthatarelinkedorbundled
Sellersoftensellrelatedgoodsandservicestogetherasapackagesuchashomedeliveryofyour
newspaperSometimesaproblemdevelopswithonlyonepartofthepackage–thatisthegoodor
theservice
Ifyoureturnunsatisfactorygoodsduetoamajorproblemyouhavetherighttocancelanyservices
thatwereprovidedinconnectionwiththerejectedgoodsYoudonothavetomakefurtherpayments
tothesellerfortheserviceafteryoucancelthecontract
Ifyoucancelacontractforunsatisfactoryservicesyoumustreturnanygoodsconnectedwiththe
service–evenifthereisnoproblemwiththegoodsIfyouhavepaidanymoneyforthegoodsthe
sellermustgiveyouarefundItisyourresponsibilitytoreturnthegoodsunlessthatwouldinvolvea
significantcost(inwhichcasethesellermustcollectthegoods)
Compensationforlossescausedbyproblems
Whenyouincurcostsorsuerlossesduetofailureofgoodsorservicestomeetaconsumerguarantee
youmaybeabletoclaimcompensationfromthesellermanufacturerorserviceprovider
Youcanonlyclaimcompensationwherethelosscanbereasonablyattributedtothefailureofthe
suppliertomeettheguaranteeThiscouldincludepayingfordamagecausedbyaproductandthe
inspectionandtransportationcostsyouincurredwhenfixingthedamage
Thesellerwillnothavetopayforproblemsunrelatedtotheirconductortothegoodstheysupplied
orforlossescausedbysomethingcompletelyindependentoftheirbusinessafterthegoodsleft
theircontrol
Claims against manufacturers and importers
Youcanseekdamagesdirectlyfromamanufacturer(orimporterifthemanufacturerdoesnothavean
oceinAustralia)wherethereisafailureoftheconsumerguaranteesfor
acceptablequality
matchingdescription
repairsandspareparts
expresswarranties

Consumer guarantees – a guide for consumers
Ifamanufacturerfailstocomplywithoneoftheseguaranteesyoumaybeentitledtodamagesforthe
reductionintheproduct’svalueTheamountyoucanclaimislimitedtothepricepaidfortheproduct
ortheaverageretailpriceoftheproductatthetimeitwasboughtwhicheverislowerYoumayalso
beentitledtolossesthatcouldbereasonablyattributedtothefailureincludinganycostsincurredin
returningtheproducttothemanufacturer
Amanufacturerwillnothavetopaydamagesiftheyhaveprovidedyouwitharepairorreplacement
underanexpresswarrantyHoweverifyouhaveaskedthemanufacturertoprovideyouwitharepair
orreplacementunderanexpresswarrantyandtheyhaverefusedorfailedtodosowithinareasonable
timeyouareentitledtothedamagessetoutabove
When you may not be entitled to a remedy
Youmaynotbeentitledtoaremedyifyou
simplychangeyourminddecideyoudonotlikeyourpurchaseorhavenouseforit
damageorusegoodsinanunreasonableorunintendedmanner
discoveryoucanbuythegoodsorservicesmorecheaplyelsewhere(unlessthesellerguarantees
thatthegoodscannotbepurchasedmorecheaplyelsewhere)
examinedthegoodsbeforebuyingandoughttohaveseenanyobviousfault
hadadefectdrawntoyourattentionbeforebuying(suchasgoodslabelledassecondswiththeir
faultsclearlymarked)
areunhappywithaservicethatyouinsistedonhavingcarriedoutinaparticularway
didnotmakeclearwhatserviceyouwantedandwhatyouwantedittoachieve
didnotrelyuponorunreasonablyreliedupontheseller’sskillorjudgmentwhenchoosinga
productorservice
Youarenotentitledtoclaimagainstasellerwherethefailuretomeetaconsumerguaranteeisdueto
somethingsomeoneelsesaidordidunlessitwastheiragentoremployee
aneventthatwasbeyondtheseller’scontrol(forexamplebadweatherordelaysindelivery)

Consumer guarantees – a guide for consumers
7. Taking action
Therearestepsyoucantaketotrytofixtheproblem
Step 1 – Contact the seller
AssoonaspossiblecontactthebusinesstoexplaintheproblemandtheoutcomeyouwantInmany
casesasimplephonecallorstorevisitcanfixtheproblem
Itisagoodideatoformallyputyourconcernsinwriting–thatwaythesellerisclearlyawareofthe
problemandwhatyouwantandyoualsohavearecordofyourcontact
Aletteroremailofcomplaintshould
explaintheproblem
explaintheoutcomeyouwant
outlinethestepsyouwilltakeifyouandthesellercannotresolvetheproblem
askforaresponsewithinareasonabletime–forexampleweeksorbusinessdays
Makesureyoukeepcopiesofanylettersemailsordocumentsthatyousend
Youarenotrequiredtoproducetheoriginalreceiptofpurchasebutitislikelythatthesellerwillrequire
youtoprovidesomeevidencethatthegoodsorserviceswerepurchasedfromthem(suchasareceipt
orbankstatementshowingthetransaction)
Itisyourresponsibilitytoreturnthegoodsunlessthecostofdoingsoissignificantinwhichcasethe
sellermustcollectthegoodsattheirownexpenseandwithinareasonabletime
SeepageforasampleletterofcomplaintThereismoreinformationabouthowtowriteacomplaint
letterontheACCCwebsite(wwwacccgovau)
Step 2 – Contact the ACCC or another third party
IfyouarestillhavingdicultyresolvingacomplaintyoumaywanttoseekassistanceThebestplaceto
gowilldependonyourcircumstances
WhentheACCCcanhelp
TheACCCcangiveyouinformationaboutyourconsumerrightsandobligationsandsuggestpossible
coursesofactionyoumighttakeTheACCCmayalsoinvestigateandtakeactionwhereaselleror
manufacturersystemicallymisleadsconsumersabouttheirconsumerguaranteerights
Stateandterritoryconsumerprotectionagencies
Ifyoucannotnegotiateasatisfactoryoutcomewiththesellerandyourcomplaintinvolvesalocal
businessyoucancontacttheconsumerprotectionagencyinyourstateorterritory(sometimescalled
‘consumeraairs’)TheycanprovideyouwithinformationaboutyourrightsandoptionsTheymayalso
beabletoconciliate(negotiate)betweenyouandthesellertoreacharesolution
Industryombudsmenanddisputeresolutionschemes
Someindustries–includingthetelecommunicationsfinancialservicesenergywaterandinsurance
industries–providefreecomplaintsservicesthroughanombudsmanoranindependentdispute
resolutionscheme

Consumer guarantees – a guide for consumers
Step 3 – Take legal action
Considergettingindependentlegaladviceaboutwhatoptionsareavailableandsuit
yourcircumstances
Smallclaimscourtsandtribunals
Youmaybeentitledtotakeyourcomplainttothesmallclaimscourtortribunalinyourstateorterritory
Privatelegalaction
FordisputesinvolvinglargesumsofmoneyyoumaybeabletotakeprivatelegalactionMakesure
thatyougetlegaladvicefirstaslegalactioncanbeexpensiveandthereisnoguaranteethatyouwill
besuccessful

Consumer guarantees – a guide for consumers
Putting your complaint in writing
Yourlettershould
describeyourproblemandtheoutcomeyouwantFocusonthemaindetails
includekeydatessuchaswhenyoupurchasedthegoodsorservicesandwhentheproblem
occurred
identifywhatactionyouhavealreadytakentohavetheproblemfixed(suchasgoingbacktothe
shopwhereyoupurchasedtheproductorservice)
outlinethestepsyouwilltakeifyouandthesellercannotresolvetheproblem(forexamplemakinga
complainttotheconsumerprotectionagencyinyourstateortotheACCC)
askforaresponsewithinareasonabletime–forexampleweeksorbusinessdays
attachacopyofanysupportingrelevantdocumentationsuchasareceiptorinvoice
Sample letter of complaint
[Your address]
[Date]
Dear Sir/Madam,
RE: concerns about television cabinet
I am writing to seek a remedy for a television cabinet I bought at [insert store address] on
[insert date]. The cabinet was delivered on [insert date]. The cabinet doors do not open or
stay shut. Also the stain on the cabinet is uneven, with one half darker than the other.
I feel this is not of acceptable quality and does not match the sample cabinet I was shown
in store. I would like you to replace it with one of the same quality and finish as the sample
and arrange for return of the faulty cabinet at no cost.
I have attached a photocopy of my receipt as proof of purchase.
I would like a response by [a reasonable time, usually 2 weeks]. If I do not hear from you
by this date, I will consider lodging a formal complaint with [name of your local consumer
protection agency].
I can be contacted on [work phone number] during working hours or after hours on
[home/mobile phone number] to discuss this matter further.
Yours sincerely,
[your name]

Consumer guarantees – a guide for consumers
More information
Publications
Aguidetotheconsumerguarantees–theACCCAustralianSecuritiesandInvestmentsCommission
(ASIC)andstateandterritoryconsumerprotectionagencieshavejointlyproducedthispublicationfor
businesslegaladvisorsandconsumerrepresentativestoprovidemoredetailedguidanceaboutthe
consumerguaranteesYoucandownloadacopyfromwwwacccgovauorwwwconsumerlawgovau
Contacts
AustralianCompetitionandConsumer
Commission

IndigenousInfoline
wwwacccgovau
AustralianSecuritiesand
InvestmentsCommission

wwwasicgovau
New South Wales
NSWFairTrading

wwwfairtradingnswgovau
Victoria
ConsumerAairsVictoria

wwwconsumervicgovau
Queensland
OceofFairTrading

wwwfairtradingqldgovau
Western Australia
DepartmentofCommerce

wwwcommercewagovau
South Australia
OceofConsumerandBusinessAairs
()
wwwocbasagovau
Northern Territory
ConsumerAairs

wwwconsumeraairsntgovau
Tasmania
ConsumerAairsandFairTrading

wwwconsumertasgovau
Australian Capital Territory
OceofRegulatoryServices
()
wwworsactgovau
TTYserviceforpeoplewithhearingorspeech
diculties
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