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Generally, a store does not have to give a refund or replacement if a customer simply changes their mind about a product. Under the Australian Consumer Law (ACL), the customer is only entitled to choose a refund or replacement for a major problem with a product covered by consumer guarantees . For...
Refunds and returns
The type of remedy you can request can depend on whether it is a minor or major problem. Minor problems A minor problem can be fixed within a reasonable time. You must give the store the chance to fix the problem. They choose whether to refund, repair or replace. Major problems If there is a major...
Refunds and returns
After you buy or use a product, you may identify problems with it, in other words, it does not meet a consumer guarantee. Depending on the type of problem (also known as a failure under the Australian Consumer Law) the seller may have to provide a ‘remedy’, such as: a refund repairs a replacement...
Refunds and returns
You will not be covered by all of the consumer guarantees for goods: bought before 1 January 2011. These are covered by laws that were in force before 1 January 2011 – contact us for more information; bought from one-off sales by private sellers, such as garage sales and fêtes; bought at auctions,...
Your consumer rights
As a supplier, you must ensure your standard form consumer contracts comply with national unfair contract terms laws. These protect consumers against contract terms that: would cause a significant imbalance in the parties' rights and obligations under a contract; are not reasonably necessary to...
Door-to-door and telephone selling
Whatever disposal method is used for the goods, be sure to keep a record of communication with the customer, every notice sent and documents relating to your costs for storing and disposing of the goods. The Disposal of Uncollected Goods Act 1970 requires that within seven days of selling or...
Disposing of uncollected goods
There are procedures to follow if your customer gives you a ‘notice of dispute’ within one month of you serving them with a Form 1, Form 2 or Form 4 as set out in the Disposal of Uncollected Goods Regulations 1971 . There is no prescribed notice of dispute in the Regulations but it needs to set out...
Disposing of uncollected goods
If you sell the goods (pursuant to a court order) Deduct from the proceeds all of your lawful and reasonable moneys owed, charges and sale expenses (including advertising, storage, sales commission, insurance, etc. If there is a shortfall, you may claim the balance from the party who left the goods...
Disposing of uncollected goods
There are certain forms you need to use when notifying the various people of your intention to dispose of goods. Following these procedures and using the correct forms can save you problems later, particularly if your customers turn up wanting their goods. You should be aware that penalties apply...
Disposing of uncollected goods
Generally, service of documents can be done by: delivering them to the party personally; posting them to the party’s last known address; or leaving them at the party’s residence, or if they are a principal of a business, at the usual or last known place of business. In the case of a corporation or...
Disposing of uncollected goods

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Publications

About this guide This is one of six guides to the Australian Consumer Law (ACL) developed by Australia’s consumer protection agencies to help businesses understand their responsibilities under the...
Consumer Protection
Guide / handbook
05 Feb 2019
Co-operatives Information Sheet
Consumer Protection
Fact sheet
29 May 2014
About this guide This is one of six guides to the Australian Consumer Law (ACL), developed by Australia’s consumer protection agencies to help businesses understand their responsibilities under the...
Consumer Protection
Guide / handbook
27 Apr 2016
A short brochure providing information about Consumer Protection’s Product Safety Unit's website.
Consumer Protection
Brochure
27 May 2014
Who should complete this application This form can be used by motor vehicle dealers, repair businesses, car market operators or holders of an Exemption from the Motor Vehicle Dealers Act. Any...
Consumer Protection
Form – application
14 Jul 2020
About this guide This is one of six guides to the Australian Consumer Law (ACL) developed by Australia’s consumer protection agencies to help businesses understand their responsibilities under the...
Consumer Protection
Guide / handbook
27 Apr 2016
About this guide This is one of six guides to the Australian Consumer Law (ACL), developed by Australia’s consumer protection agencies to help businesses understand their responsibilities under the...
Consumer Protection
Fact sheet
10 Oct 2017
A guide to the correct procedures to dispose of uncollected goods. Though this guide to the disposal of uncollected goods was developed in partnership with the MTA, it is not just for the motor vehicle industry and it is applicable for the disposal of any type of product left with a business.
Consumer Protection
Guide / handbook
09 Nov 2017
Looking for a home of your own does not necessarily mean buying an established property. Some people prefer to buy vacant land and have a home built to their plans and requirements. This often means...
Consumer Protection
Brochure
27 May 2014
This guide is intended to help auditors produce high quality reports in the required format. To make the auditing process easier, templates for the main documents to be lodged with the Commissioner...
Consumer Protection
Guide / handbook
29 Jan 2020

Pages

Announcements

The average price of unleaded petrol is set to increase by over 21 cents per litre (cpl) to 138.3 cpl tomorrow, so FuelWatch is encouraging Perth drivers to fill up today to save money. FuelWatch advises that on Tuesday 12 February 2019, most Coles Express sites are increasing their ULP price to 145.9 cpl (increasing by 31 cpl). Most Caltex Woolworths sites are increasing their ULP price to 144.9...
Consumer Protection
Media release
11 Feb 2019
Planning a trip and looking for someone to take care of the pets and water the plants? If you’re thinking about engaging a house or pet sitting agency, it’s important to understand the how-tos of hiring a sitter. The risks of hiring a dodgy house sitter were all too real for a Perth couple who returned from a five-week holiday to find the woman hired to stay with their dog had robbed them of...
Consumer Protection
Media release
31 Jan 2019
The average price of unleaded petrol is set to increase by over 21 cents per litre (cpl) to 136.8 cpl tomorrow, so FuelWatch is encouraging Perth drivers to fill up today to save money. FuelWatch advises that on Tuesday 5 February 2019, most Coles Express, all 7-Eleven, most Caltex and Caltex Woolworths sites are increasing their ULP price to 142.9 cpl (increasing by between 28 and 32 cpl). Most...
Consumer Protection
Media release
04 Feb 2019
The average price of unleaded petrol is set to increase by over 22 cents per litre (cpl) to 138.7 cpl tomorrow, so FuelWatch is encouraging Perth drivers to fill up today to save money. FuelWatch advises that on Tuesday 29 January 2019, most Coles Express sites are increasing their ULP price to 144.9 cpl (hiking by 34 cpl). All 7-Eleven and most BP, Caltex and Caltex Woolworths sites are...
Consumer Protection
Media release
28 Jan 2019
The average price of unleaded petrol is set to increase by 22 cents per litre (cpl) to 137.4 cpl tomorrow, so FuelWatch is encouraging Perth drivers to fill up today to save money. FuelWatch advises that on Tuesday 22 January 2019, most Coles Express sites are increasing their ULP price to 143.9 cpl (hiking by 31 cpl). All 7-Eleven and most Caltex and Caltex Woolworths sites are increasing their...
Consumer Protection
Media release
21 Jan 2019
Two clients of a WA builder have transferred a total of $72,000 to scammers believing they were paying instalments towards the construction of their homes. The two payments of $38,000 and $34,000 were made when the consumers received emails purporting to be from their builder requesting the payments be made to a different bank account. The emails were fake and the consumers are now attempting to...
Building and Energy / Consumer Protection
Media release
17 Jan 2019
The average price of unleaded petrol is set to increase by over 21 cents per litre (cpl) to 135.7 cpl tomorrow, so FuelWatch is encouraging Perth drivers to fill up today to save money. FuelWatch advises that on Tuesday 15 January 2019, all 7-Eleven sites are increasing their ULP price to 142.9 cpl (hiking by 31.6 cpl). Most Coles Express sites are increasing their ULP price to 141.9 cpl, most BP...
Consumer Protection
Media release
14 Jan 2019
The average cost of unleaded petrol is set to increase by around 21 cents per litre (cpl) to 134.7 cpl tomorrow, so FuelWatch is encouraging Perth drivers to fill up today to save money. FuelWatch advises that on Tuesday 8 January 2019, all Caltex Woolworths and most Coles Express, 7-Eleven and Caltex sites are increasing their ULP price to 139.9 cpl (increasing by between 28.6 cpl and 29 cpl)...
Consumer Protection
Media release
07 Jan 2019
The average cost of unleaded petrol is set to increase by around 20 cents per litre (cpl) to 135.1 cpl tomorrow, so FuelWatch is encouraging Perth drivers to fill up today to save money. FuelWatch advises that on Tuesday 1 January 2019, most Coles Express sites are increasing their ULP price to 142.9 cpl (increasing by 30 cpl). All 7-Eleven and most BP sites are increasing their ULP price to 139...
Consumer Protection
Media release
31 Dec 2018
The average cost of unleaded petrol is set to increase by around 19 cents per litre (cpl) to 135.9 cpl tomorrow, so FuelWatch is encouraging Perth drivers to fill up today to save money. FuelWatch advises that on Tuesday 25 December 2018, most Coles Express sites are increasing their ULP price to 143.9 cpl (increasing by 26 cpl). All 7-Eleven, most Caltex and most BP sites are increasing their...
Consumer Protection
Media release
24 Dec 2018

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