My Consumer Rights Storybook - fairtrading.nsw.gov.au · For more information visit ... My Consumer Rights has been adapted from a ... NSW Fair Trading on 13 32 20 or your nearest

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Refund

A teaching and learning resource on consumer rights for new migrants

My Consumer Rights Storybook

NSW Fair Trading

NSW Fair Trading13 32 20fairtrading.nsw.gov.au

This publication can be viewed or printed from the NSW Fair Trading website at fairtrading.nsw.gov.au

It is also available in video and DVD formats. The video is available in 11 community languages and can be accessed from our website and YouTube channel. To obtain a copy of the DVD call 9619 8705.

Copyright

© State of New South Wales through NSW Fair Trading, October 2017The State of New South Wales, acting through NSW Fair Trading, supports and encourages the reuse of its publicly funded information. This publication is licensed under the Creative Commons Attribution 4.0 licence. For more information visit www.fairtrading.nsw.gov.au/ftw/copyright.page

My Consumer Rights Storybook1My Consumer Rights Storybook

About My Consumer Rights 2-3

Consumer rights topics

• Your shopping rights 4-5

• Shopping refunds 6-7

• Guarantees and warranties 8-9

• Lay-by agreements 10-11

• Contracts 12-13

• Resolving issues and lodging complaints 14-15

Consumer protection agencies in Australia 16

Contents

If you cancel your lay-by agreement, you may be charged with a termination fee.The trader has to refund all the money you have paid, minus the fee.

NSW Fair Trading • 20172 My Consumer Rights Storybook

My Consumer Rights is an educational resource to address the consumer needs of newly-arrived migrants (including humanitarian entrants and refugees) by introducing them to their basic consumer rights and responsibilities when buying goods and services in Australia.

Newly-arrived migrants face many obstacles in settling into Australian society, and are generally more vulnerable than the mainstream population, especially in terms of their consumer rights. As a group, they are more likely to accept unfair contractual terms and conditions or fall prey to misleading and unethical consumer practices. They may not know what to expect from consumer transactions or how to respond and where to get help when things go wrong.

My Consumer Rights resource suite includes the storybook, videos and DVD formats. Each can be used independently as a stand-alone information resource. Learners can choose to read the text, view the short video or listen to the text of each story.

Six consumer rights topics are covered by the resource:

• Your shopping rights

• Shopping refunds

• Guarantees and warranties

• Lay-by agreements

• Contracts

• Resolving issues and lodging complaints.

The Storybook aims to help newly-arrived migrants learn about consumer issues and avoid common consumer traps. The Storybook also provides learners with opportunities to develop functional English language skills. It can be viewed and downloaded from the NSW Fair Trading website at www.fairtrading.nsw.gov.au

About My Consumer Rights

Take your time when you shop. Don’t be rushed or signing any paperwork.


My Consumer Rights animatic videos are an excellent tool to help educate culturally and linguistically diverse (CALD) communities, especially newly-arrived migrants, or those with low English literacy, low native language literacy or who have a hearing impairment.

The videos use simple English in animated stories to help explain potentially complex subjects such as consumer guarantees and warranties, refund rights and dispute resolution processes.

They provide learners with essential consumer rights information and advice using illustrations and simple messaging together with universal symbols and gestures. They also provide advice on accessing the services of consumer protection agencies across Australia, including NSW Fair Trading.

Six consumer rights topics are covered in 11 community languages (including English):

The videos can be viewed on the NSW Fair Trading website at www.fairtrading.nsw.gov.au and on the NSW Fair Trading YouTube channel.

The videos are also available in DVD format and copies can be obtained by calling 9619 8705.

1. Arabic

2. Assyrian

3. Dari

4. Dinka

5. English

6. Farsi/Persian

7. Karen

8. Mandarin

9. Nepalese

10. Tamil

11. Vietnamese

My Consumer Rights has been adapted from a joint consumer awareness initiative by all state and federal consumer protection agencies in Australia.


My shopping rights

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When you shop you are protected by the Australian Consumer Law.

Take your time when you shop. Don’t be rushed or signing any paperwork.

When you shop it’s your right to ask questions. For example,what are the phone’s features and how does it work?

It’s your RIGHT to ask for a receipt as a proof of purchase when you buy goods.


If the goods you buy don’t work or are faulty you can take them back to the seller with your receipt.

If you damage the goods, you may NOT be entitled to a REPAIR, REPLACEMENT or REFUND.

If the fault is MAJOR you choose which option you want.If the fault is MINOR the trader chooses.


Shopping refunds

MenswearMenswear

$29

$29

Receipt

$29

Refund

It is important to check items for damage before you buy.You can ask for a REFUND if the goods are faulty.

Refund

If the goods do not match the description, you can have a REFUND.

Refund

$38

$38

$38

If you change your mind after you buy, the store does NOT have to give you a refund.

Refund

If you don’t use the goods correctly you CANNOT have a REFUND.


Always remember to keep the receipt. You may need it if something goes wrong.


Guarantees and warranties

June

Goods bought from a shop either new or used come with a consumer guarantee.This means that goods will work and do what they are supposed to do.

Guarantee

Deep Pan

CATALOGUE

The guarantee covers you if the goods you buy don’t match the description or are faulty.They can be replaced or refunded.

MAIL

GARAGE SALE

ONLINE AUCTION

BID

$18 $28 $57

Guarantee GuaranteeGuarantee

If you buy goods privately from a garage sale, online auction,from friends or within your community there are no guarantees.


GUARANTEE One yearwarranty

Guarantee

Warranty

Sometimes goods you buy come with a WARRANTY. This is a voluntary promise made by the seller or manufacturer to �x the goods if something goes wrong.

WARRANTY

Sellers may sell you an EXTENDED WARRANTY.Remember, most goods are already covered by a consumer guarantee and warranty.

Keep the receipt and warranty in a safe place.They are your proof of purchase if something goes wrong.


Lay-by agreements

Lay-bys are an agreement to pay for an item in at least two instalments. When you pay the full price, you can have the item.

Lay-byAgreementTermination Charge

$5Final Payment date

$

$ $

When you sign a lay-by agreement, you may pay a small fee. The cost of the item should not be more than the price tag. Include your lay-by instalments in your budget.

If you decide to lay-by, you have to sign an agreement.Read all the terms and conditions �rst.


The store may call you before the end of your lay-by agreement.This is to remind you to pay the full amount owing by the due date. Your situation may change during the lay-by agreement.

If you cancel your lay-by agreement, you may be charged with a termination fee.The trader has to refund all the money you have paid, minus the fee.


Contracts

A contract is a legal agreement between two people. This includes verbal agreements.In Australia we usually have written contracts.

AfricaAustralia

You should always read the contract terms and conditions.They are often written in small print.

When you pay for goods over time or on a ‘plan’, you will have to sign a contract.For example, a mobile phone contract.

Furniture SHOP

PAY NOW

September

If you buy under an interest free loan agreement, you must pay the full amount by the due date to avoid paying EXTRA interest charges.


BEFORE you sign a contract, it is good to show it to your family,friends or a community worker to get some advice.


Resolving issues and lodging complaints

SALESALE

SALESALE

Under the Australian Consumer Law consumers have rights and responsibilities.

If you have a problem with goods or services, �rst try to solve it with the trader.

When you buy goods, they are guaranteed to do what they are supposed to do.

SALESALE

SALESALE

Don’t forget to take your receipt if you ask the trader to repair, replace or refund the goods.


SALESALE

SALESALE

REPAIR REPLACE REFUND

If the fault is MAJOR the consumer chooses which option they want.If the fault is MINOR the trader chooses.

NSW FAIR TRADING

NSW Fair Trading can provide options to mediate or resolve your problemwith a trader or manufacturer.

Complaint Form Online

If you have a problem with a trader, you can lodge a complaint online, by mail, or by calling NSW Fair Trading on 13 32 20 or your nearest consumer protection agency in your State or Territory.


Consumer protection agencies in Australia

Tel: 1300 300 630 Tel: 13 74 68

Tel: 13 32 20

Tel: (02) 6207 3000

Tel: 1300 55 81 81

Tel: 1800 019 319

Tel: 1300 30 40 54

Tel: 131 882

Tel: 1300 65 44 99

Tel: 1300 302 502

Tel: 13 14 50

Every State in Australia has laws that protect your consumer RIGHTS.Government departments look after these laws.

NSW Fair Trading

13 32 20

fairtrading.nsw.gov.au

Language assistance (ask for an interpreter in your language)13 14 50

TTY for hearing impaired1300 723 404

October 2017

Documents

My Consumer Rights Storybook - fairtrading.nsw.gov.au · For more information visit ... My Consumer Rights has been adapted from a ... NSW Fair Trading on 13 32 20 or your nearest