(8 min listen)
Warranties apply to all goods and services sold in Australia and in addition to manufacturer’s warranties, store warranties, and express warranties, there are a set of consumer guarantees that protect consumers regardless of store policies.
Whilst this show includes links for consumers and businesses in Queensland, according to the ACCC Consumer Law guide, “Australian Consumer Law aims to protect consumers and ensure fair trading in Australia. It is a national, state and territory law from 1 January 2011 and includes unfair contract terms legislation introduced on 1 July 2010. Under the ACL, consumers have the same protections, and businesses have the same obligations and responsibilities, across Australia.” Check the fair trading sites for other states for specific guidance.
So when you need to return that faulty item, do you know who’s responsible and what rights and remedies you have as a consumer, and what responsibilities you have as a business? Are you using refund signage in your store? Do you know if it’s legal? Did you know that the choice of remedy lies with the consumer if the failure is major not the business?
© Lyn Prowse-Bishop
Links and Resources:
ACCC Consumer Law Guide – pdf
Business IT article – Harvey Norman franchisees fined
OFT – Guarantees, Warranties, Refunds
OFT – Types of Consumer Warranties
OFT – Refund Policy Information
OFT – 9 Consumer Guarantees for Goods
OFT – 3 Consumer Guarantees for Services
OFT – Major or Minor Failure
OFT – Refund Signage
OFT – If you need to make a complaint use the information here
