Compliance Centre

Consumer protection

How you describe, price, sell and stand behind what you offer - and how you handle it when a customer says you got it wrong.

EducationalCompliance topicLast reviewed 2026-08-14No named reviewer yet

What it covers

The scope of this area, in general terms.

The framework set by the Federal Competition and Consumer Protection Act 2018 and the role of the FCCPC.
Misleading representations, and claims made in advertising and at the point of sale.
Unfair terms, and terms presented after the customer has already committed.
Complaint handling, remedies, and how disputes with consumers are resolved.

When it becomes relevant

Circumstances in which this area usually matters. This is not a test of whether an obligation applies to you — that depends on your specific situation and should be confirmed with the relevant authority.

You sell goods or services to the public.
You advertise, run promotions, or make performance claims.
You operate returns, refunds, guarantees or subscriptions.
You use standard terms drafted entirely in your own favour.

Good practice

Practices businesses commonly put in place. Educational, not prescriptive.

Be able to substantiate every claim before it is published.
Show the price the customer will actually pay, including unavoidable charges.
Present terms before purchase, in language a customer can follow.
Log complaints, respond within a standard you can meet, and look for patterns.
Train anyone who sells on what may and may not be promised.

Common gaps

How this area usually goes wrong — rarely through bad faith, and almost always through nobody owning it.

Marketing claims nobody in the business can evidence.
Charges that only appear at the last step of checkout.
A refund position that changes depending on who answers.
Terms that exclude everything, including things that cannot be excluded.
Complaints handled informally and never recorded.

When to involve a lawyer

When to speak to a lawyer

A regulator has contacted you, or a complaint has escalated.
You are drafting consumer terms, guarantees or subscription mechanics.
You face a group of consumers with a common complaint.
You sell in a sector with additional consumer or safety requirements.

Find a lawyer Describe your problem

What it covers

The scope of this area, in general terms.

The framework set by the Federal Competition and Consumer Protection Act 2018 and the role of the FCCPC.
Misleading representations, and claims made in advertising and at the point of sale.
Unfair terms, and terms presented after the customer has already committed.
Complaint handling, remedies, and how disputes with consumers are resolved.

When it becomes relevant

You sell goods or services to the public.
You advertise, run promotions, or make performance claims.
You operate returns, refunds, guarantees or subscriptions.
You use standard terms drafted entirely in your own favour.

Good practice

Practices businesses commonly put in place. Educational, not prescriptive.

Be able to substantiate every claim before it is published.
Show the price the customer will actually pay, including unavoidable charges.
Present terms before purchase, in language a customer can follow.
Log complaints, respond within a standard you can meet, and look for patterns.
Train anyone who sells on what may and may not be promised.

Common gaps

How this area usually goes wrong — rarely through bad faith, and almost always through nobody owning it.

Marketing claims nobody in the business can evidence.
Charges that only appear at the last step of checkout.
A refund position that changes depending on who answers.
Terms that exclude everything, including things that cannot be excluded.
Complaints handled informally and never recorded.

When to involve a lawyer

When to speak to a lawyer

A regulator has contacted you, or a complaint has escalated.
You are drafting consumer terms, guarantees or subscription mechanics.
You face a group of consumers with a common complaint.
You sell in a sector with additional consumer or safety requirements.

Find a lawyer Describe your problem

What it covers

When it becomes relevant

Good practice

Common gaps

When to involve a lawyer

Related across the platform

What it covers

When it becomes relevant

Good practice

Common gaps

When to involve a lawyer

Related across the platform