A simple step-by-step guide to understanding your rights
— and how to take action under the Australian Consumer Law (ACL).
Did you know?
Retailers — not manufacturers — are responsible for resolving issues with faulty or misrepresented products under the ACL.
You are entitled to a repair, replacement or refund if a product is not of acceptable quality, doesn’t match its description, or fails to do what it’s supposed to do.
Retailers cannot refer you back to the manufacturer — this is misleading and not compliant with consumer law.
You don’t need a lawyer to take action. Most states and territories have accessible tribunals (like QCAT, NCAT, and VCAT) where consumers can lodge small claims.
Keeping good records — including receipts, emails, and notes from phone calls — strengthens your case.
What this site offers:
- A step-by-step guide to requesting a refund, replacement or repair from Appliances Online.
- Templates and example emails for communicating with retailers effectively.
- A breakdown of how to lodge a claim with your local tribunal:
- Queensland Civil and Administrative Tribunal (QCAT)
- NSW Civil and Administrative Tribunal (NCAT)
- Victorian Civil and Administrative Tribunal (VCAT)
- South Australian Civil and Administrative Tribunal (SACAT)
- ACT Civil and Administrative Tribunal (ACAT)
- Tasmanian Civil and Administrative Tribunal (TASCAT)
- Northern Territory Civil and Administrative Tribunal (NTCAT)
- State Administrative Tribunal WA (SAT)
- Shared experiences from other consumers to help you feel informed and supported.
- A clear explanation of your rights under the Australian Consumer Law — in plain language.