Consumer law industry guides released

Businesses can gain a better understanding of their rights and obligations under the Australian Consumer Law thanks to a series of new industry guides.

Commissioner for Consumer Protection Anne Driscoll urges businesses operating in five specific industries covered by the guides, to check them out.

“The guides are in relation to electrical and whitegoods; travel and accommodation; personal services (hairdressers, photography, domestic cleaning, furniture removal etc.); motor vehicle sales and repairs; and car rental,” she said.

“It is hoped that helping businesses to understand the Australian Consumer Law, will mean consumers are better protected and the number of disputes between goods or service providers and their customers are reduced.”

The guides were developed in a joint initiative by consumer protection agencies across all states and territories. The Australian Consumer Law, which came into force in 2011, provided consistency across the country.

Ms Driscoll says the guides cover frequently reported problems and offer information conveying common examples.

“Confusion sometimes exists when it comes to faulty products, those which do not work as they should or do not match the description given. In these instances a consumer is entitled to a refund, replacement or repair but this must be provided by the retailer/seller – the customer should not be referred to the manufacturer.

“Consumers are also entitled to redress when services are not supplied in a reasonable time and this can include associated losses. The guides provide clarity on a range of scenarios and include practical advice.”

The new guides are available on the Consumer Protection website: If you don’t have access to the internet you can call 1300 30 40 54 to request a printed copy.

The guides are also being distributed to industry by Consumer Protection.


(Consumer Protection is a division of the Department of Commerce)

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Media Contact:

Alina Cavanagh 9282 0679 or 0423-846397


Consumer Protection
Media release
30 Aug 2013

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