There are laws to protect consumers when they are buying goods. These include:
- buying things online or door-to-door
- buying goods on lay-by
- getting refunds
- services, such as work by tradespeople and utility company services (like gas and electricity suppliers).
There are also laws to protect consumers from experiencing discrimination when they are buying goods and services.
We do not give information or advice about consumer complaints, but there are other organisations that can help.
Other organisations that can help
Consumer Action Law Centre
The Consumer Action Law Centre(opens in a new window) gives free legal advice and representation to vulnerable and disadvantaged consumers across Victoria. If you are an individual consumer in a dispute with a credit provider, the centre can give you free advice on your rights and obligations.
Their resources and toolkits assist consumers and consumer advocates to deal directly with complaints, disputes and problems arising in the consumer marketplace.
Financial Rights Legal Centre
This centre runs the Insurance Law Service. This service has fact sheets and sample letters that may help you to resolve your disputes about insurance matters.
Victorian Civil and Administrative Tribunal
If you have a dispute about goods or services that you bought or sold, the Victorian Civil and Administrative Tribunal may be able to hear your case.
Australian Competition and Consumer Commission
The Australian Competition and Consumer Commission has information for consumers about how to make a complaint and a tool to help you write a complaint letter.
Law Institute of Victoria
You can also find a private lawyer near you through the Law Institute of Victoria’s Legal Referral Service. All law firms included in the Legal Referral Service provide a free 30-minute interview. You can use this interview to understand more about the legal issue and discuss the available options and how much they will cost. Note that the free interview is not 30 minutes of free legal advice.
Business Victoria
Business Victoria has information and resources for businesses, including information about specific industry-related issues, such as the permits, licences and regulations that apply to businesses. There is also information about QR codes and financial support available during COVID-19.
Victorian Small Business Commission
The Victorian Small Business Commission has information on a range of small business issues.
It also offers a dispute resolution service for businesses in dispute with other businesses or with government, often at no cost to either party. Businesses with certain disputes (for example, over retail leases) may be required to use this service before they can go to court.
Small Business Mentoring Service
The Small Business Mentoring Service is a not-for-profit association providing small business operators with the opportunity to learn from experienced mentors. All mentors are volunteers and have either owned their own small business or worked in an organisation with strong links to small business.
Consumer Affairs Victoria
Consumer Affairs Victoria has information for businesses about fair trading, business licensing, registration and conduct.
Resources about business and commercial matters
The resources on this page will help you understand:
- your rights as a consumer
- what you can do.
Our resources
See a list of all our free publications and resources.
Resources from other organisations
Consumer Affairs Victoria
The Consumer Affairs Victoria website has information to help buyers with their rights when they are shopping, including:
- bag searches
- shop breakages
- refunds
- buying a car
- shopping online
- getting goods repaired or replaced
- getting a refund.
Consumer Action Law Centre
The Consumer Action Law Centre website has information to help consumers with:
- resolving a dispute about goods and services
- making a complaint
- what to do if your purchase is faulty.
Australian Competition and Consumer Commission
The Australian Competition and Consumer Commission (ACCC) website includes information and publications for consumer and businesses. There is information about shopping online, protecting yourself from scams, getting a refund, warranties, how to write a complaint letter and consumer protection.
Australian Communications Consumer Action Network
The Australian Communications Consumer Action Network (ACCAN) website has information about your rights for phones and the internet, including information about:
- choosing a mobile phone plan
- travelling overseas with a mobile
- tracking data and internet use
- avoiding scams
- connecting and using your NBN home phone service.
Victorian Ombudsman
The Victorian Ombudsman website has information about making complaints about services from local councils, Victorian universities and TAFEs and other government organisations such as VicRoads or Fines Victoria.
How we can help
We don't give legal advice about consumer complaints, but we may be able to give you some information over the phone. We may also be able to refer you to another organisation that can help you.Updated