Join the call for tough fines for businesses that deny your refund, repair and replacement rights
Have you ever had to fight just to get a refund, repair or replacement when you were entitled to one? Or were you pushed into buying an extended warranty you knew you didn’t need? You’re not alone.
Right now, it's illegal for businesses to unfairly refuse a refund, repair and replacement for a faulty good or service for a reasonable period of time after purchase. These are your consumer guarantee rights. But did you know that there are no penalties when businesses break this law?
Last year, CHOICE conducted a mystery shop of 80 Harvey Norman, JB Hi-Fi and The Good Guys stores across the country. We found:
- 71% of stores provided misleading information on a consumer’s rights if their product broke beyond the warranty period.
- 91% tried to sell poor value extended warranties that often don’t provide much more cover than you already have under the Australian Consumer Law.
- Stores misleadingly argued "If it's over two years, you have to pay for the repairs yourself”, “After the manufacturer's warranty there's nothing we can do, it's out of our hands” and “If something happened after one year unfortunately it's at your own cost.”
We’re calling on the government to introduce penalties that would ensure companies are fined for unfairly refusing your right to a repair, refund or replacement beyond the warranty period. Together, we have a crucial opportunity to stop companies flouting our hard-fought consumer protections.
Too many people are being treated unfairly by businesses without any consequences. Introducing strong penalties will create a strong disincentive for any businesses unfairly refusing your consumer rights.
Let’s show that there’s overwhelming public support to make these changes as soon as possible. Add your voice to the call for penalties when businesses refuse to honour consumers' rights to a refund, repair or replacement now.
Most extended warranties provide little to no extra protection that you are already entitled to under Australian Consumer Law. Here are some examples of crossovers within extended warranty policies and the law: