Problems with products and services

The ACCC offers advice to consumers about how to resolve problems or make a complaint. You can use our complaint letter template to help you draft a letter to the business.

Repair, replace, refund

If a product or service you buy fails to meet a consumer guarantee, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. The remedy you're entitled to will depend on whether the issue is major or minor.

Cancelling a service

Under the Australian Consumer Law, you have certain rights to cancel a service.

Compensation for damages & loss

You can seek compensation for damages and losses you suffer due to a problem with a product or service if the supplier could have reasonably foreseen the problem. This is in addition to your repair, replacement or refund rights.

Non-delivery of products & services

It is illegal for a business to accept payment for products or services they do not intend to supply.

Receiving things you didn't ask for

Have you ever received an unwanted product or service, credit card or directory listing? Know your rights when you are charged for something you didn’t ask for.

Resolve a problem

The repair, replace, refund problem solver helps you understand your consumer rights and the steps you can take to resolve a problem.

Make a consumer complaint

There are three steps to follow when making a complaint, but the first step is always to contact the business to explain the problem and how you would like it fixed.

Write a complaint letter

Always try to resolve a problem with a business before seeking help from the ACCC. You can do this by speaking directly with the salesperson or manager or if this fails, by writing a complaint letter.

Where to go for consumer help

It can be confusing deciding who to contact when you have a consumer problem. This page provides information about where to go for consumer help.