When you pay for a product or service yourself, as an NDIS participant, or through your state or territory's disability support system - you have consumer rights. These resources from Australia's consumer protection agencies are designed to help you understand and use your rights.
Under the Australian Consumer Law, you have rights when buying products or services, whether you buy something in-store, online, at home or over the telephone.
- the right to be treated fairly
- the right to be given accurate information before you buy
- the right to cancel a faulty service
- the right to a repair, replacement or refund if something goes wrong.
Your consumer rights apply to:
- general products (e.g. groceries, clothes and household items)
- disability related products (e.g. an assistive hearing device or mobility aid such as a walker, wheelchair, motorised scooter or lift chair)
- services (e.g. accommodation, cleaning, cooking, personal care, gardening services or case management supports).
Australia's consumer protection agencies have produced a range of educational materials to help you understand your consumer rights and to help you use these rights if something you pay for isn't right.
Smart shopping with Casey and Reece - an educational video for consumers with disability (Easy English)
An animated video in Easy English that is clear and easy to understand. It has been prepared with the assistance of consumers with disability.
Shop smart and use your rights - an educational video for consumers with disability
This animated video aims to help consumers with disability make informed purchasing decisions and understand consumer rights under the Australian Consumer Law.
These videos have been produced in the following formats to meet various accessibility needs and are available on our YouTube channel:
- Closed captions
- Extended audio description
- Australian sign language (AUSLAN)
- Low background noise
For more information about your consumer rights, contact your local consumer protection agency or speak to someone you trust.
If you need help following up on a complaint you have made to a retailer or business, contact your: