Consumer Law & ACL Disputes
The Australian Consumer Law gives you enforceable rights when products fail, services are not delivered with due care and skill, businesses mislead you, or standard form contracts contain unfair terms. Submit your request and get connected with a consumer law lawyer who can help you enforce those rights.
⚠ Consumer law claims have limitation periods and some tribunal timeframes are strict. If you have suffered significant loss — submit your request now so your options can be assessed promptly.
What You Can Submit
From faulty products and misleading advertising to unfair contracts and credit disputes — submit your matter and a consumer law professional will follow up.
Enforcing your ACL consumer guarantee rights when a product or service is faulty, not fit for purpose, or does not match its description — including disputes with retailers and manufacturers.
Claims against businesses that have made false or misleading statements in advertising, sales pitches, contracts, or product descriptions that caused you financial loss.
Challenging unfair terms in standard form consumer contracts — including clauses that are one-sided, create a significant imbalance, or cause financial detriment to consumers.
Claims for injury or loss caused by defective or unsafe consumer products — including claims against manufacturers, importers, and retailers under the ACL safety guarantee provisions.
Formal complaints about business conduct, ACL breaches, and consumer protection violations — through the ACCC, state fair trading offices, or relevant tribunals.
Disputes involving credit contracts, payday loans, buy-now-pay-later arrangements, responsible lending obligations, and hardship application refusals.
Exercising cooling-off rights after unsolicited sales, door-to-door contracts, and telemarketing agreements — including refund entitlements and cancellation rights.
Disputes about online purchases, subscription traps, digital products that do not work as described, and cross-border consumer issues.
When a service — trades, professional services, repairs, or renovations — is not provided with due care and skill or is not completed as agreed.
When to Act
The ACL provides rights that businesses cannot contract out of — but many consumers accept outcomes they do not have to. Legal advice often reveals significantly stronger remedies than what the business has offered.
Under ACL sections 54–64, consumer guarantees apply regardless of what the retailer's returns policy says. A major failure — defined by the ACL — entitles you to a full refund. The retailer cannot limit or exclude this right, and any clause in a contract that purports to do so is void.
Under ACL section 18, misleading or deceptive conduct — even without intent — can entitle you to damages, contract rescission, and compensation. This covers misleading advertising, sales representations, product descriptions, and false claims about price or availability.
Under ACL section 60, services must be provided with due care and skill. If a tradesperson, consultant, or service provider has not met this standard, you are entitled to a remedy — including having the work redone at no cost or receiving a refund — without needing to sue in contract.
Since November 2023, the strengthened unfair contract terms regime under the ACL makes unfair terms in standard form consumer and small business contracts void and unenforceable. Businesses that continue to rely on or apply unfair terms now face significant penalties.
Lenders have responsible lending obligations under the National Consumer Credit Protection Act 2009 and must genuinely consider hardship applications. If a lender has refused unreasonably, AFCA complaints — or unconscionable conduct claims under ACL section 20 — may be available.
ACL provisions on unconscionable conduct and unsolicited consumer agreements — including mandatory cooling-off periods of 10 business days — can unwind contracts entered under pressure, without full disclosure, or through door-to-door or telemarketing sales.
How It Works
Describe what happened in plain language — you do not need to know the exact ACL provisions that apply. A consumer law professional will review your matter and explain your rights and options.
Submit Your RequestSubmit the form with your contact details, state, the type of consumer issue, and a brief summary. Mention the approximate value and any responses already received from the business.
Your matter is reviewed with the consumer issue type, value, and location in mind so the right professional can be identified.
A consumer law professional contacts you to discuss your matter, assess your rights under the ACL, and explain the available remedies.
Information That Helps
The clearer your summary, the easier it is to identify the right professional and assess your rights under the ACL.
The product or service involved, and the business you are dealing with.
The nature of the problem — faulty product, misleading conduct, service failure, credit issue, or other.
The approximate value of the product or service and any financial loss suffered.
Any written communications — receipts, contracts, emails, or letters from the business.
Whether you have already complained to the business, and what response you received.
Whether a complaint has been made to a regulator (ACCC, state fair trading, AFCA) and any outcome.
If any of the following apply, include it clearly so your request can be flagged as urgent.
Submitting this form does not create a lawyer-client relationship and does not replace formal legal advice.
Coverage
Consumer law requests accepted from all states and territories.
Consumer Law Areas
A faulty appliance, a jacket that fell apart after one wash, a “repair” that didn’t fix the problem — most Australians run into a warranty or refund dispute at some point. The good news is that consumers in Australia have strong statutory protections that exist independently of any store policy or manufacturer’s warranty. The less…
Read more →Submit your request and a legal representative will be in touch to discuss your matter.
Submit Your Legal Request