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CHOICE Help
Consumer rights and advice

Got an issue with a product or service? From refunds to repairs, unfair contracts to making a complaint, our guides are a great place to start.

Know your consumer rights

Refunds, returns and repairs – your rights explained

Have you bought a product that’s faulty or not quite right? Get to know your rights.
What to do with a faulty product

Our expert guide to your rights when something goes wrong.
Problems with a service: next steps to take

From building repairs to clothing alterations, the law protects you from poor service.
Do you need an extended warranty?

Is extra protection worth it? Here are the questions to ask.

Useful contacts and tools

Making a consumer complaint

Follow our checklist for the best chance to be heard.
Ombudsman services

How ombudsman services operate and how the complaint process works.
Consumer help phone directory

Need to escalate your issue? Here are the regulators and ombudsmen to contact.

Sneaky card surcharges hitting two-thirds of Australians' pockets

CHOICE survey reveals that while most people don't expect to pay more when paying via debit card, surcharges are common.
Receipt refusal: Shoppers don't want to hand over personal data for receipts

Retailers such as Chemist Warehouse and Lorna Jane aren't giving people the option of paper receipts.
How long should appliances last?

Learn the lifespan of household products and whether you should repair or replace them.
Problems paying energy or water bills

With utility bills consuming more of the household budget, it's important to know your rights.
What do I do if my new car turns out to be a lemon?

We explain your rights if something goes wrong with your new car.
Misleading pricing – what is it, and what are your rights?

Different advertised prices, checkout scanning errors and hidden fees are just some of the things to watch out for.

Government vows to ban unfair business practices

Dodgy tactics like subscription traps, dynamic pricing and pre-selecting extras at checkout could soon be illegal.
Qantas ordered to pay $100 million in fines for cancelled flights

The airline will pay the penalty on top of $20 million in compensation to consumers.
Aussies still struggling to get refunds for faulty products

We're legally entitled to certain remedies if a product fails, but a recent CHOICE survey reveals that the reality isn’t that simple.
Delayed deliveries – what are your rights?

You ordered something, and you haven’t received it. Here’s what to do.