Consumer rights
Guarantees, warranties and refunds
The law automatically provides you with guarantees on certain goods and services. These are called consumer guarantees.
You have a guarantee that the goods you buy:
- are of acceptable quality
- match the description, sample or demonstration model you were shown
- are fit for their intended purpose
- have a clear title, unless otherwise stated
- do not have any undisclosed securities (money owing on them)
- come with a right to undisturbed possession
- will have spare parts and repairs available for a reasonable amount of time after you buy them
- will have express warranties honoured.
You are guaranteed that the services you buy are:
- provided with due care and skill
- fit for purpose
- completed within a reasonable time.
If a good or service fails to meet a guarantee, you have rights against the business you purchased them from and, in some cases, the manufacturer. They will have to provide a 'remedy': an attempt to put right the fault, deficiency or failure.
Read more about how to get a refund, your rights as a consumer and tips on how to shop smart.
How you make a complaint
If you’ve bought faulty goods or paid for something that didn’t arrive, you have the right to complain. Follow these steps to make a complaint:
- Try a direct complaint:
- go to the business you bought the goods or service from
- phone them or send a letter or email.
- Refer your complaint to the relevant industry association. If you’re not happy with the outcome, go to Step 3.
- Read our complaint handling process. If you wish to proceed with a formal complaint, go to step 4.
- Lodge a general complaint with us, or a complaint about an unsafe product.
If you’re not happy with the outcome, go to Step 2.
Stopping unwanted phone calls from telemarketers
Join the Do Not Call Register to reduce the number of unwanted phone calls to your home and mobile phones. Telemarketers and fax marketers are required by law to stop contacting you once you're on the register.
Registration won't stop all calls and faxes. Some public interest organisations (e.g. charities, political parties and educational institutions) can still call numbers listed on the register. This ensures these organisations can continue to provide valuable services to the community. If you have an existing relationship with a business, it can still contact you, but you can advise them you do not wish to receive telemarketing calls or marketing faxes from them in the future.
You can also read consumer alerts on the latest computer and phone scams and lodge an online complaint about a phone call or fax you have received.
Scams and fraud
If you think you have spotted a scam, please tell us. You can also lodge a formal complaint about a scam.
Read more about how to avoid scams and fraud.
Helpful resources
It’s Ok to Complain lists Queensland agencies that handle complaints about various issues such as energy suppliers, health services, discrimination, telephone and internet providers.
