Home Improvement

Array of colour swatches fanned out.

Are you planning to refresh the look of your home or add security features like screen doors and roller shutters?

See our tips to help you avoid dealing with a business that grossly overcharges or doesn’t respect your consumer rights.

Compare quotes

There’s such an array of internal window coverings and external products available to improve the appearance of your home. Consider the types of materials and designs you like before approaching any businesses so you can research a range of suppliers and their costs.

Some businesses charge thousands of dollars more than others for the same or very similar products, so get three quotes before deciding to sign up. Make sure each quote is fixed and includes all costs, including installation where required.

Research the business

It’s a good idea to search online for independent reviews about the business, and also ask friends and family which suppliers they’ve used in the past and if they would recommend them.

Installation of some products involves building work and so a builder’s licence is required. For example, café blinds, awnings, security doors/screens, roller doors/shutters and any roof restoration work. When a licence is required, make sure you only deal with someone who is licensed to do the kind of work you need done. Anyone working without a licence - or outside of what their licence allows them to do – is breaking the law and their work could be substandard.

By law, every business that offers building services must display their licence number on any advertising, including on social media, their website and business card.

You can check if a tradesperson is licensed by:

asking to see their digital licence on their phone or tablet
checking their plastic licence card
looking up their licence details on the CBS licensing register
phoning Consumer and Business Services (CBS) on 131 882.

Please report any unlicensed businesses to CBS via the online consumer complaints form.

Know your rights with unsolicited sales

If a sale is ‘unsolicited’ you have certain protections under the Australian Consumer Law. 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.

A sale would be considered unsolicited if:

the business sends a rep to visit your home to take measurements and recommend particular products or services after you’ve invited them to simply provide a quote, and you enter into a contract at the time of the quote.
a business rep ‘upsells’ while at your home by offering additional home improvement products or services and provides a quote for the extra items and work, and you agree to the additions at the time of this new quote. The contract relating to the additional products and services would be an unsolicited consumer agreement.
a business approaches you uninvited – e.g. by telephoning you or knocking on your door - and offers to sell you home improvement products or services.

Always take the time to compare quotes from different businesses and do independent research. If a licence is required for installation, make sure everyone who provides a quote is licensed. There have been many reports over the years of itinerant traders taking money upfront, doing a poor-quality job, and then being uncontactable when problems arise.

The following scenarios would not be considered unsolicited:

you call out a business to repair existing items at your home – e.g. sliding doors that aren’t running along the track smoothly.
after receiving a quote from a business you call them to confirm that you’d like to proceed with the purchase.

Problems with a product or installation

The products and services you buy are covered by consumer guarantees under the Australian Consumer Law. This means they must:

be of acceptable quality
match the description or sample
be fit for the intended purpose
be supplied within a reasonable time.

If a consumer guarantee isn’t met you’re entitled to a remedy – e.g. repair, refund or replacement. You’re able to choose your remedy for major issues, but for minor problems the business can choose to offer a free repair instead of a replacement or refund.