Published: 9 July 2013

Summary: This video tells you where you can find more information about the consumer guarantees.


FEMALE PRESENTER: As you can see, the consumer guarantees aren’t that complicated – they really just clarify that a consumer is entitled to a remedy if there is something wrong with a good or service.

There are a few important points to remember:

  • the consumer guarantees don’t give consumers an automatic right to a remedy – if they change their mind, didn’t explain what they wanted properly or have realised that the good isn’t appropriate or doesn’t fit, the law on consumer guarantees doesn’t require you to give a remedy. However, you need to be aware of any voluntary policies that your business has.
  • for goods: they must be of acceptable quality, fit for any specified purpose and match any description given or sample or demonstration model shown. If your business provides an express or extra warranty then you must also comply with that.
  • for services: they must be completed with care and skill, be fit for any specified purpose and if you don’t specify a timeframe to complete the services, they must be completed within a reasonable time.
  • if there is a problem with a good or service, be willing to listen to your customer and negotiate a remedy – most of the time, consumers will be happy for you to fix the problem or give them a replacement product. However, some consumers will demand a refund. If you’re unsure about what you need to provide a consumer with, talk to your supervisor or manager.

The Australian Consumer Law gives everyone certainty about their rights and obligations, as consumers and as providers of goods and services. That's what this change is all about.

The information’s available, the contact details are coming up. Get the facts – it’s good for business.

MALE PRESENTER: Further information is available on the ACCC website – or you can contact the ACCC Infocentre on 1300 302 502.