Your consumer rights

Under the Australian Consumer Law, you have rights when buying products or services as an NDIS participant, whether you buy something in-store, online, at home or over the telephone.

They include:

• the right to be treated fairly
• the right to be given accurate information before you buy
• the right to cancel a faulty service
• the right to a repair, replacement or refund if something goes wrong.

Your consumer rights apply to:

• general products (e.g. groceries, clothes and household items)
• disability-related products (e.g. an assistive hearing device or mobility aid such as a walker, wheelchair, motorised scooter or lift chair)
• services (e.g. accommodation, cleaning, cooking, personal care, gardening services or case management supports).

Resources for consumers with disability

Australia's consumer protection agencies have produced a range of educational materials to help you understand your consumer rights and to help you use these rights if something you pay for isn't right.

Consumers with a disability - where to go for advice or complaints

• This factsheet is for consumers with a disability and their carers and support networks.
   

Your consumer rights: a guide for consumers with disability

• This guide is for consumers with a disability and their carers and support networks.
• It is designed to help you understand and use the rights that the law gives you as a consumer. It includes a complaint letter template and a services cancellation notice template.
• It will help you find the right place to go if you need advice or have a complaint.
   

Information for consumers with disability

• This factsheet is for consumers with disability.
• It provides a short summary of your consumer rights and the steps you can take to resolve problems.
   

Your rights when you buy something

• This guide is written in Easy English. It is designed for people who have difficulty reading and understanding written information.
• It explains your rights when you buy something and tells you where to go for help.
• It is also available in multiple languages.

Entering into a contract with a service provider

• Entering into a contract with a service provider
• For information about choosing a provider and making a service agreement using NDIS funding visit the NDIS website.

Smart shopping with Casey and Reece - an educational video for consumers with disability (Easy English)

An animated video in Easy English that is clear and easy to understand. It has been prepared with the assistance of consumers with disability.

This video has been produced in the following formats to meet various accessibility needs, and they are available on our YouTube channel:

• Closed captions
• Extended audio description
• AUSLAN (Australian Sign Language)
• Low background noise

Shop smart and use your rights - an educational video for consumers with disability

This animated video aims to help consumers with disability make informed purchasing decisions and understand consumer rights under the Australian Consumer Law.

Transcript for Shop smart and use your rights – an educational video for consumers with disability

This video has been produced in the following formats to meet various accessibility needs, and they are available on our YouTube channel:

• Closed captions
• Extended audio description
• AUSLAN (Australian Sign Language)
• Low background noise

Sources:

ACC