What the ÌÇÐÄÔ­´´ does

  • We educate consumers and businesses about their rights and responsibilities under consumer law.
  • We accept reports where people consider a business is doing something it shouldn’t. You can report a consumer issue to the ÌÇÐÄÔ­´´.
  • We use reports we receive to inform our education, compliance and enforcement work.
  • We can investigate and may take some form of compliance and enforcement if a business breaks consumer law.

What the ÌÇÐÄÔ­´´ can't do

  • We don’t give legal advice on rights and responsibilities.
  • We don't resolve individual disputes between businesses and consumers.

Rights and responsibilities for all purchases

Consumer rights and guarantees

Consumers have the right to expect certain things when they buy a product or service. These rights are protected under consumer law and are known as consumer guarantees.

Unfair business practices

The Australian Consumer Law protects consumers from certain unfair behaviour by businesses that sell products and services.

Contracts

When someone buys products or services, they enter into a contract with the seller.

Payment methods

When using a payment method other than cash, consumers should read any terms and conditions carefully. Businesses should be clear about the total price payable.

Receipts, bills, proof of purchase

Businesses must provide receipts. If a consumer requests a repair, replacement or refund, the business can ask for a receipt or proof of purchase.

Warranties

Warranties are extra promises that a business makes about the quality of a product or how it will fix any problems with a product or service.

NDIS participants

If you have concerns about overcharging, visit for more information about reporting the issue.

We encourage you to report the conduct to the ÌÇÐÄÔ­´´ when you think a consumer right hasn't been met. This includes where you’ve:

Rules for specific types of purchases

Buying online

Standard rights and responsibilities still apply, but there are things consumers and businesses need to know when buying and selling online.

Buying parallel imports

When a product is brought into Australia without the manufacturer’s permission (a parallel import), the normal consumer rights apply.

Buying tickets to events

When consumers buy tickets to events, they have rights under consumer law. Ticket selling businesses must ensure they follow their obligations under consumer law.

Telemarketing and door-to-door sales

Consumers have rights when a salesperson approaches them at the front door, over the phone, or in a public place. These sales methods are known as unsolicited consumer agreements.

Specific products and services

New and second-hand cars

Consumers should always do their research before buying a new or second-hand car. Knowing what is needed when buying cars and asking some key questions can help you minimise problems.

Electricity prices and plans

We guide consumers on how they can find the best electricity deal. The information is mainly for New South Wales, south-east Queensland and South Australia. We provide sources for other areas to compare electricity costs.

Problems with your energy company

If you’re struggling to pay your energy bill, contact your electricity company and let them know. Your local Energy Ombudsman can help resolve problems with your energy company.

Travel delays and cancellations

The basic consumer rights known as consumer guarantees apply to travel, including the guarantee that services are provided within a reasonable time.

Foreign currency and money exchange

There are many suppliers of foreign currency services, not just banks. To get the best price we recommend you compare different suppliers and be prepared to switch between them.

Funeral services

Businesses selling funeral products and services must not mislead consumers, offer contracts with unfair terms, or take advantage of a consumer’s vulnerability.

Home care services

Aged care in Australia covers a few different services such as retirement villages, community care and home care. Consumers have rights under consumer law for home care services.

New caravans

Under Australian law, products and services that consumers buy come with automatic guarantees that they will work and do what they’re supposed to do. Consumer guarantees apply to caravans and other recreational vehicles.

Petrol and fuel

In Australia, petrol, diesel and automotive LPG prices are deregulated – that is, they are not controlled by the government. The market determines Australian fuel prices.

Private health insurance

Choosing the right private health insurance policy can be confusing. We have information to help you understand the important issues.

Real estate

Real estate agents must give consumers truthful information and must not mislead consumers to encourage higher offers.

Retirement villages

Before signing a retirement village contract, consumers should get independent legal advice and understand the purchase and payment model, costs, and the facilities and services.

Solar panel systems and home batteries

Solar panel systems and home batteries can help reduce your electricity costs. Make sure you know your consumer rights and all your options when deciding to invest in solar products.

Telecommunications and internet

We promote competition, remedy market failure, allow access to essential infrastructure, and work to protect consumers in this sector.

Consultative committee

Consumer Consultative Committee

The ÌÇÐÄÔ­´´ established the Consumer Consultative Committee to provide a forum through which consumer protection issues could be addressed collaboratively between our organisation and consumer representatives.

ÌÇÐÄÔ­´´ action on buying products and services

Misleading and high pressure unsolicited sales practices widespread

An ÌÇÐÄÔ­´´ review of door-to-door selling, telemarketing and other unsolicited sales practices has found that businesses are frequently engaging in high pressure sales practices and breaching existing consumer safeguards and consumers are often misled during the sales process.
See media releases about buying products and services