All shoppers should celebrate a 15th birthday this January
January marks the 15th anniversary since Australian shopper’s most powerful ally came into force, the Australian Consumer Law (ACL).
The ACL includes a set of rules that protect your rights every time you buy a product or service in Australia. Introduced on 1 January 2011, it unified consumer protection laws across the country. Consistent consumer guarantees make it easier for shoppers to understand their entitlements and stand up for themselves when things go wrong.
Here’s how the ACL protects you so that you can shop with confidence.
You have the right to a product that works
If something you buy is faulty, unsafe, or doesn’t do what it’s supposed to, you’re entitled to a repair, replacement or refund. A store’s return policy can’t take that away – e.g. a ‘no refunds’ sign displayed in a shop doesn’t override your right to get your money back if the ACL says you are entitled to.
These guarantees apply automatically, and they’re your legal right. The type of remedy will depend on whether the problem is minor or major. Please note, you may need to provide evidence of the fault to the supplier.
Your rights can last beyond the warranty
Warranties are added guarantees that a business decides to give beyond your consumer rights. You don’t have to accept the ‘12-month warranty’ line. The ACL says products must last a reasonable amount of time, depending on what they are and how much you paid. That means your rights might extend well beyond the warranty if a product fails unexpectedly.
Online purchases are still covered
Bought something from a website? The same rules apply. Even for digital products like software or online subscriptions, you have the right to expect what was promised — or get a refund, repair or replacement if it wasn’t delivered. Make sure to research overseas businesses carefully because they can be harder to chase up if there’s a problem.
You have rights with unsolicited sales
The ACL gives you certain protections if a sale is ‘unsolicited’, such as where a business calls you or knocks on your door uninvited and offers to sell you something. If the contract is over $100 then there must be a written contract, and you have a 10-day cooling-off period to cancel the contract. With very limited exceptions, the business must not supply any products or services or take any payment during the 10 days.
Don’t settle if there’s a problem
If a business tries to dodge responsibility, you can remind them it’s the law. Some ways you can resolve an issue include:
- Speaking to a manager or customer service representative who has authority to approve a solution.
- If that doesn’t work, follow up with an email or letter to show that you’re serious. See the ACCC’s Help writing a complaint letter to business tool.
- Explore further options like a credit card chargeback or PayPal buyer protection.
If these options don't work, contact us for help. Our consumer advice and conciliation services may help you exercise your rights.
More information
As the ACL marks 15 years of protecting Australian shoppers, it's a good time to know and use your rights.
Learn more about your rights: sa.gov.au/consumerrights
