Competition and Consumer ACT

The Competition and Consumer agency has seen an increase in complaints towards the removals industry in Australia.  The removals industry is quickly becoming notorious for dissatisfied consumers across the nation and it is due to the attraction of high value services of the removalists industry.  Relocation services, furniture removalists and providers for interstate car transport are all seeing increases in complaints.  Consumers are reporting slow or even non-delivery of furniture, having possessions held until exorbitant hidden fees are paid, damages to cars being relocated and inexperienced providers performing the service.

When it comes to Australian Consumer Law, consumers are protected by consumer guarantees. If a consumer pays a car transport provider or furniture removalist to assist with relocation, the consumer is paying for a service that is outlined in the sales contract. Upon purchasing the service, the consumer receives automatic guarantees:

  • It must provide the services with due care and skill
  • The services must be fit for any disclosed purpose
  • The services must be provided within a reasonable time of being purchased, if there is no agreed time frame.

If a service fails to meet a guarantee, the consumer has the right under Australian Consumer Law to approach the business to obtain a remedy. The type of remedy will depend on how severe the issue may be, if the problem with a service is major, the consumer can elect to cancel the service contract and obtain a refund or keep the service contract and be compensated for the difference between service delivered and what was paid for. If a problem was minor, consumers cannot ask for a refund immediately but allow the business to fix the problem by repairing, replacing or providing a refund.

Tips to reduce problems relating to relocation

Consumers should take the time to do their own research on car transport when it comes to buying relocation services in Australia. Before making a deposit to any car carrier transporters or furniture removalists, ensure you are comfortable with the business and understand what you are paying for. Ask the right questions, do they have skilled workers? How long have they been in business? What are online reviews saying? What is the expected time frame to complete the relocation?

For more information on making a complaint or understanding your rights as a consumer contact your states consumer protection agency or a consumer law specialist.

 

The Competition and Consumer Act 2010 is a law in Australia that lays the foundations to how every business in Australia transacts with customers, suppliers and competitors. The law was formerly known as the Trade Practices act 1974 and helps guide businesses competition in Australia in and open and fair market place.  It also helps to protect consumers to ensure businesses treat consumers fairly by understanding their obligations as a business and their rights under the Competition and Consumer Act.

The Australian Competition and Consumer Commission is the government agency that ensures compliance of the Competition and Consumer Act 2010.  They agency aims to guide all businesses in Australia to understand business rights and obligations under the Act and in situations of non-compliance and businesses who do not abide by the law, pursue legal action against such business.

What are Consumer Guarantees?

Australian Consumer Law governs that businesses will provide by default a set of consumer guarantees upon purchasing goods or services. These guarantees are in place to ensure consumers are protected from products that do not work properly, products that break easily or products or services that do not perform or function as expected.

Consumers are able to seek a remedy from the seller, manufacturer or importer if they believe a good or service they have bought does not meet one or more of the consumer guarantees. Remedy may consist of a refund, exchange, repair or performing the service again.