Australia Rights Guide
How to File a Consumer Complaint in Australia
The Australian Consumer Law gives you the right to repairs, replacements, and refunds. File complaints with the ACCC or your state fair trading office — free.
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Direct Answer
The Australian Consumer Law (ACL), which applies in all states and territories, gives you automatic Consumer Guarantees for goods and services. If a product fails, you are entitled to a repair, replacement, or refund depending on the seriousness of the failure — regardless of what the store's policy says. File complaints with the ACCC (national) or your state's Fair Trading office.
What the Law Says
Your Legal Foundation
Competition and Consumer Act 2010 (Cth) — Australian Consumer Law
Section 54
“Goods must be of acceptable quality — safe, durable, and free from defects. This guarantee cannot be excluded, restricted, or modified by a contract.”
Australian Consumer Law
Section 259
“If goods fail to meet a consumer guarantee, the consumer is entitled to have the failure remedied — by repair for a minor failure, or by replacement or refund for a major failure.”
Australian Consumer Law
Section 18
“A person must not, in trade or commerce, engage in conduct that is misleading or deceptive or is likely to mislead or deceive.”
Common Questions
Frequently Asked Questions
Does a "No Refunds" sign mean I can't get a refund?
"No Refunds" signs are illegal under the Australian Consumer Law when it comes to Consumer Guarantee failures. A business cannot exclude your statutory rights regardless of any signage or store policy. Report any store displaying such signs to Fair Trading.
I bought something online from an Australian business — does the ACL apply?
Yes. The ACL applies to all purchases from Australian businesses, including online. If the product fails, you can return it and claim your rights regardless of an "all sales final" online policy.
A tradesperson did poor quality work — do I have rights?
Yes. Services must be provided with due care and skill, and be fit for purpose (ACL Section 60–61). If the workmanship is substandard, you can request it be rectified at no extra cost, or claim a price reduction. File with Fair Trading if the tradesperson refuses.
I bought from a private seller — do Consumer Guarantees apply?
No. Consumer Guarantees only apply to purchases "in trade or commerce" — meaning from a business. Private sales (e.g., Facebook Marketplace) are generally "buyer beware." You may still have remedies for misrepresentation or fraud.
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