Consumer Law & ACL Disputes
The Australian Consumer Law gives you powerful rights.
When a product fails, a service is not fit for purpose, or a trader makes false claims — the Australian Consumer Law (ACL) provides automatic consumer guarantees that no business can contract out of. If a trader is refusing to honour your rights, you don't have to accept it. Submit your request and get connected with a consumer law lawyer who can help you enforce your entitlements.
⚠ Consumer guarantee claims have time limits that vary by state — and evidence of the defect or false claim becomes harder to establish over time — submit your request now.
Does This Sound Like You?
Common situations we help with.
A product you bought new stopped working too quickly
You bought a new appliance, electronic device, or other product and it broke down well before it should reasonably be expected to last — and the retailer or manufacturer is refusing to provide a refund or replacement, citing the expiry of a short manufacturer's warranty.
A service you paid for was not fit for purpose
You engaged a tradesperson, professional, or service provider and the service delivered was not of acceptable quality, not fit for the purpose you described, or not completed with due care and skill — and they are refusing to remedy the problem or provide a refund.
A trader made false or misleading claims about a product
A business made representations about a product's features, capabilities, or quality that turned out to be false or misleading — and you purchased the product based on those representations. The product did not match what was promised.
A business is refusing to honour your ACL consumer rights
A retailer or service provider is telling you that your rights are limited to the manufacturer's warranty, that "no refunds on sale items" applies, or that you should contact the manufacturer directly — all of which may be incorrect statements of the law.
You paid for something and never received it
You paid upfront for goods or services — through an online store, a deposit to a tradesperson, or a prepayment for a service — and the goods were never delivered, the service was never performed, and the trader is unresponsive or insolvent.
A subscription is impossible to cancel
You signed up for a subscription service — gym, software, streaming, or other — and the business is making it extremely difficult to cancel, continuing to charge your card despite your requests to stop, or claiming you are locked in under terms you were not adequately informed about.
How It Works
Know your ACL rights. Enforce them effectively.
Describe the product or service issue and what the trader has said or done. A consumer law lawyer will assess your rights under the ACL and advise on the most effective way to get a remedy — whether that's a complaint to Fair Trading, tribunal proceedings, or legal action.
Submit Your ACL Complaint RequestSubmit your request
Describe what you bought, what went wrong, what the trader has said or offered, and the approximate value of your claim. Include your state and when the purchase was made.
Rights assessed under the ACL
A consumer law lawyer reviews your situation, identifies which ACL guarantees apply, and determines whether the failure is minor or major — which determines what remedy you're entitled to.
Remedy pursued effectively
Your lawyer advises on the best path — a formal demand letter, a complaint to the ACCC or state Fair Trading, or tribunal proceedings — to get the outcome you're entitled to.
Automatic
ACL consumer guarantees apply automatically to every consumer purchase in Australia — businesses cannot contract out of them
All 8 States
Requests matched to specialist consumer law lawyers across every state and territory in Australia
Free
Initial consultation — understand your rights and options before committing to any action
Low Cost
State and territory consumer tribunals (NCAT, VCAT, QCAT etc.) offer a low-cost path to enforcing your ACL rights for most consumer disputes
Before You Complain
Practical questions about ACL consumer rights.
What ACL rights apply to goods I buy in Australia? +
The ACL provides automatic consumer guarantees for goods — they must be of acceptable quality (safe, durable, free from defects, acceptable in appearance), fit for any disclosed purpose, match any description or sample, and come with good title (the seller has the right to sell them). These guarantees cannot be excluded by any "no refunds" sign or warranty terms. They apply to purchases up to $40,000 (and above $40,000 where goods are of a kind ordinarily acquired for personal or domestic use), regardless of price or whether the item was on sale.
What is the difference between consumer guarantees and manufacturer warranties? +
A manufacturer's warranty is a voluntary promise — it typically covers specific defects for a set period, and manufacturers can set their own conditions. ACL consumer guarantees are automatic rights established by law — they cannot be excluded and run for the expected life of the product, which may be significantly longer than the manufacturer's warranty period. If a $2,000 washing machine fails after 3 years but a manufacturer's warranty only covers 1 year, you may still have ACL rights if the failure occurs within the period a consumer would reasonably expect the machine to last.
What counts as a "major failure" under the ACL? +
Under the ACL, a "major failure" of goods occurs if: a reasonable consumer would not have bought the goods if they had known the full extent of the problem; the goods depart significantly from any sample or description; the goods are substantially unfit for their purpose and cannot easily be made fit; the goods are unsafe; or the goods cannot be repaired within a reasonable time. If there is a major failure, you can choose a refund or replacement — the supplier cannot insist on repair only. Minor failures give the supplier an opportunity to repair first.
Who should I complain to — the ACCC or state Fair Trading? +
The ACCC is the national regulator and focuses on systemic issues, industry-wide conduct, and significant contraventions — it does not resolve individual consumer complaints. For individual disputes, state and territory fair trading agencies (NSW Fair Trading, Consumer Affairs Victoria, Queensland OFT, etc.) handle complaints and can conciliate. For small claims against a specific trader, state consumer tribunals (NCAT in NSW, VCAT in Victoria, QCAT in Queensland) provide a relatively accessible and low-cost hearing process. A lawyer can advise on the most effective forum for your specific situation and amount.
What are the small claims tribunal limits in each state? +
Tribunal claim limits vary: NCAT (NSW) general division handles claims up to $30,000 for consumer disputes in its consumer and commercial division; VCAT (VIC) handles claims up to $100,000 in its civil claims list; QCAT (QLD) handles claims up to $25,000; SACAT (SA) has jurisdiction up to $12,000; WASAT (WA) handles claims up to $10,000 through its civil division; and ACT ACAT up to $25,000. Limits and procedures change — a lawyer can confirm current limits and the best forum for your claim value.
What remedies are available under the ACL? +
For goods, ACL remedies include repair, replacement, or refund — the choice depends on whether the failure is major or minor and who chooses (you for major failures, the supplier for minor ones). For services, remedies include requiring the service to be re-supplied or compensation for the cost of having the service re-supplied elsewhere. In addition, if the failure caused reasonably foreseeable loss or damage beyond just the product itself (such as food spoilage from a broken fridge), you may also be entitled to compensation for that consequential loss. For misleading or false conduct, additional remedies including damages and injunctions may be available.
Have a question not covered here? Submit your request and a consumer law lawyer will be in touch.
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