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
42% of Victorians were given incorrect or incomplete information about the consumer guarantee rights
8% 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.
7% 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.
13% 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.
9% of Victorians were incorrectly told sales are final and they couldn’t return a product after purchase.
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 firstname.lastname@example.org if you would like to be involved.