June 01, 2023
CPRC surveyed Victorians to understand their experiences as consumers. We look at the problems they face, if they made a complaint and if their issue was resolved across a wide range of industries.
CPRC surveyed Victorians to understand their experiences as consumers. We look at the problems they face, if they made a complaint and if their issue was resolved across a wide range of industries.
Overall, our research points to major areas of improvement for businesses in Victoria
of Victorians were told you cannot return products you purchased on sale but the Australian Consumer Law applies even when there’s a sale or discount.
of Victorians were incorrectly told sales are final and they couldn’t return a product after purchase.
of Victorians were told you have no right to a refund when the manufacturer’s warranty period expires, but warranties are different to your consumer guarantee rights. In many cases, your rights can outlast a warranty as products you buy need to last for a reasonable period.
of Victorians were told they could only get a refund with packaging. If the product is faulty or doesn’t meet the consumer guarantees, you don’t need the packaging to get a fair fix.
of Victorians were told they should buy an extended warranty but many of these warranties cover you for things you already have a right to under the Australian Consumer Law.
41% of Victorians who purchased a second-hand vehicle had a problem
31% of people who purchased a new car had a problem.
13% of Victorians had a faulty or broken item
14% had issues where a service wasn’t delivered as expected or didn’t work.
CPRC welcomes the opportunity to work further on this issue with government, regulators, policy makers, academia and the community sector.
For a one-on-one briefing on the survey results or if you wish to collaborate, please contact us on office@cprc.org.au if you would like to be involved.
October 31, 2023
Faulty cars are far too common and disrupt too many lives. This report delves deep into the repercussions of faulty cars on individuals' lives, examines the legal pathways available for those seeking remedies and explores the experience of First Nations people.
March 16, 2023
Australia’s privacy laws rely on notification and consent as the primary means of protecting consumers. The onus is on consumers to navigate complex privacy protections in a continuously complex digital economy. It is time to consider reforms that hold businesses accountable for how they collect, share and use consumer data. It is time to give regulators the power to pause and assess data practices that are causing or likely to cause consumer harm.
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