Consumer rights and complaints

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Woman looking at something she bought online in Victoria
Woman looking at something she bought online in Victoria
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Recommended resources for:

  • making a complaint to Consumer Affairs Victoria
  • consumer guaranties and warranties
  • refunds, repairs and replacements
  • online shopping
  • telephone, internet and energy service providers
  • scams
  • VCAT.

Recommended resources

Make a complaint

Consumer Affairs Victoria
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Information about complaints that Consumer Affairs Victoria can assist with.

Guarantees, warranties and refunds

Consumer Affairs Victoria
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Information about consumer rights and guarantees when buying goods and services.

Published:
2015

Refunds and returns

Consumer Affairs Victoria
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Information explaining when stores or sellers must legally provide refunds or returns for purchased goods and services.

Published:
2015

Online shopping

Consumer Affairs Victoria
Visit website

Information explaining your rights when shopping online for goods or services.

Published:
2015

Mobile phone providers – unfair contract terms

Consumer Affairs Victoria
Visit website

Information about how Consumer Affairs Victoria regulates phone contracts to make sure they are fair. It includes examples of unfair contract terms.

Published:
2017

Do you have a problem with your telephone or internet provider?

Telecommunications Industry Ombudsman
Download PDF

Information about how the Telecommunications Industry Ombudsman can help resolve problems with your telephone or internet provider. It covers making a complaint.

High electricity and natural gas bills

Energy and Water Ombudsman (Victoria)
Download PDF

A factsheet about what to do if your electricity or gas bill is higher than expected. Includes information about payment plans, hardship programs, making a complaint and getting help from the Energy and Water Ombudsman Victoria.

Published:
2017

Want to speak to someone about a consumer issue?
Consumer Affairs Victoria: 1300 558 181
Consumer Action Law Centre: (03) 9629 6300 or 1800 466 477 (advice line)

This information relates to laws in Victoria
This page was last updated on June 21, 2016