The Australian Competition and Consumer Commission (ACCC) has launched a media campaign urging people to be aware of their rights when they have bought a product that is faulty or doesn't perform as described or a service that isn’t right.
“From Dandenong to Darwin the ACCC is letting people know when it’s not right, use your rights. If it’s not right, consumers are entitled to a repair, replacement or refund,” ACCC chairman Rod Sims said.
The campaign is in response to research that shows only 10 per cent of consumers understand their rights when it comes to a faulty product or a substandard service.
“We now have a single national law so that no matter where you shop in Australia you have the same rights to a repair, replacement or refund for a faulty product or unsatisfactory service” Mr Sims said.
“If products don’t work as promised or don’t work at all you have rights as a consumer regardless of whether you bought it online, in a shop, full-price or on sale,” Mr Sims said.
These rights are called Consumer Guarantees and are within the Australian Consumer Law.
Consumer Guarantees apply to new products, second hand goods and sale items sold through retail and hire outlets or online. The guarantees also cover the supply of services.
“Whether you are buying a watch or a washing machine, brand new or pre-loved, at full price or bagging a bargain, consumers can put their faith in the products they purchase, or expect the retailer or manufacturer to fix the problem,” Mr Sims said.
“Retailers cannot have signs or policies that state ‘no refunds’ as they imply it is not possible to get a refund under any circumstance when this is not the case.”
“Retailers also cannot refer you to the manufacturer; they must help resolve the problem.”
“These Consumer Guarantees are rock solid and apply regardless of any manufacturers or extended warranty,” Mr Sims said.
Radio and online advertisements will reinforce these messages and help consumers exercise their rights where appropriate to a repair, replacement or refund. The campaign is also aimed at increasing businesses’ awareness of their obligations to be able to appropriately assist consumers when they have a problem with a product or service.
Consumers who have purchased a faulty product, a product not as advertised or a service that does not meet requirements are urged to contact the business as soon as possible to discuss the problem.
If direct contact with the retailer fails to resolve the situation, consumers are urged to contact their local state or territory consumer protection agency or the ACCC.