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.
Your consumer 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.
They include:
- 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).
Resources for consumers with disability
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.
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Consumers with disability - where to go for advice or complaints
This factsheet is for consumers with disability and their carers and support networks.
It will help you find the right place to go if you need advice or have a complaint.
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Your consumer rights: a guide for consumers with disability
This guide is for consumers with disability and their carers and support networks.
It is designed to help you understand and use the rights that the law gives you as a consumer. It includes a complaint letter template and a services cancellation notice template.
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Information for consumers with disability
This factsheet is for consumers with disability.
It provides a short summary of your consumer rights and the steps you can take to resolve problems.
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Your rights when you buy something
This guide is written in Easy English. It is designed for people who have difficulty reading and understanding written information.
It explains your rights when you buy something and tells you where to go for help.
It is also available in:
- Arabic | العربية
- Chinese simplified | 简体中文
- Filipino | Tagalog
- Greek | Ελληνικά
- Hindi | हिन्दी
- Italian | Italiano
- Spanish | Español
- Vietnamese | Tiếng Việt
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Entering into a contract with a service provider
For information about choosing a provider and making a service agreement using NDIS funding visit the NDIS website.
See also:
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.
This video has been produced in the following formats to meet various accessibility needs, and they are available on our YouTube channel:
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.
Transcript for Shop smart and use your rights – an educational video for consumers with disability
This video has been produced in the following formats to meet various accessibility needs, and they are available on our YouTube channel:
A DVD is available that contains both short videos (with accessibility options). To order a copy of the DVD, please email Publications.Unit@accc.gov.au.
In addition to the above resources, PowerPoint presentations are available to facilitate a discussion about the Australian Consumer Law for both consumers and service providers in the disability sector. These presentations may be adapted to suit your organisation. To receive a copy of the presentations please email Publications.Unit@accc.gov.au.
Businesses who breach the law
Just like regular businesses providing goods and services to consumers, businesses who provide goods and services to consumers with a disability have obligations under the Australian Consumer Law (ACL) and the National Disability Insurance Scheme (NDIS) Code of Conduct.
It has been brought to the attention of the ACCC, NDIS Quality and Safeguards Commission (NDIS Commission) and the National Disability Insurance Agency (NDIA) that there are a number of emerging consumer issues within the disability sector, with some NDIS providers not meeting their consumer protection obligations. Issues affecting vulnerable consumers are an enduring priority for the ACCC.
If you encounter issues the above information and guides should help you better understand your rights and how to resolve the issue affecting you or your loved one.
On 22 January 2021, the ACCC, NDIA and the NDIS Commission jointly issued an open co-signed letter to NDIS providers. The letter was issued to remind NDIS providers (both registered and unregistered) of their obligations to consumers under both the ACL and the Code.
Joint letter from the ACCC, NDIA and NDIS Commission - January 2021 ( PDF 189.58 KB )
Where to go for help
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:
More information
A guide for businesses selling to and supplying consumers with disability
Know your obligations when selling disability goods & services
Consumer vulnerability - A business guide to the Australian Consumer Law