Compensation for faulty goods or services

We will help you claim compensation when goods or services fail to meet the consumer guarantees required by law.

When you buy goods or engage a service provider in Australia, the Australian Consumer Law automatically provides you with protections that cannot be contracted out of. If the goods or services fail to meet those guaranteed standards, you have legal remedies — regardless of what the supplier’s terms and conditions say. The difficulty is that most suppliers will offer you as little as they think they can get away with. We assess what you are actually entitled to and make sure you get it.

What are ACL consumer guarantees and why do they matter?

The Australian Consumer Law (ACL) provides automatic guarantees that goods and services must meet minimum standards of quality, fitness for purpose, and acceptable workmanship. These guarantees cannot be contracted out of and apply regardless of what any warranty document says. When a supplier fails to meet these standards and refuses to remedy the failure, you have the right to seek compensation.

What rights do I have when goods or services are faulty or substandard?

Under the Australian Consumer Law, goods and services must meet automatic consumer guarantees, including being of acceptable quality, fit for purpose, and matching their description. If they fail to meet these standards, you may be entitled to a repair, replacement, refund, or compensation depending on the type and severity of the failure.

How long do I have to make a consumer guarantee claim?

An action for non-compliance with a consumer guarantee must be commenced within three years after the time you become aware of non-compliance, but you should act promptly. Delays can complicate the process, and the nature of the goods or services may affect what remedies remain available. We advise on your specific situation.

The supplier has offered me a partial refund. Do I have to accept it?

No. If the goods or services failed to meet consumer guarantees, you are entitled to the remedy the law provides, not just what the supplier is willing to offer. We assess what you are legally entitled to and represent you in obtaining it.

Can I make a consumer guarantee claim as a business against another business?

Consumer guarantee protections under the Australian Consumer Law apply to goods or services acquired for personal, domestic, or household use, and in some cases to goods priced below a certain threshold. We assess whether the Australian Consumer Law applies to your situation and advise on your options.

You receive the compensation you are entitled to under Australian consumer law.

The supplier is held accountable for goods or services that failed to meet legal standards.

You recover the losses you suffered as a result of the faulty goods or services.

Were the goods or services not up to standard?

Before you accept a refusal or a partial remedy from the supplier, let us assess whether your consumer guarantee rights entitle you to more. The law gives you stronger protections than most suppliers will voluntarily tell you about.

You paid for it. It should work.

You have been let down by goods or services that failed to meet the standards the law requires, and the supplier is not offering anything close to an adequate remedy. You feel like you are being fobbed off, but you are not sure enough of your rights to push back effectively.

We will assess whether the goods or services failed to meet the consumer guarantees under the ACL.
We will advise on the remedies you are entitled to claim.
We will prepare a formal demand for compensation or a remedy on your behalf.
We will represent you in negotiations with the supplier or their legal team.
We will pursue the matter through the relevant tribunal or court if the supplier refuses to comply.

The supplier let you down. You have rights.

You spent significant money on goods or a service, and what you received was not what you were promised, not fit for the purpose you bought it for, or simply defective. You raised the issue with the supplier, who offered a token remedy, blamed you for the problem, or stopped responding altogether. You have a sense that you have legal rights here, but you do not know exactly what they are or how to enforce them against a supplier who is determined not to cooperate.

What's included in your consumer guarantee claim service

Assessment of whether the ACL consumer guarantees apply to your situation.
Advice on the remedy or compensation you are entitled to claim.
Preparation and delivery of a formal demand to the supplier.
Representation in negotiations, ACCC complaints, or tribunal proceedings.
Advice on alternative remedies including chargebacks and insurance claims.
Guidance on evidence gathering and documentation of your loss.

What happens if you accept the supplier's first offer

Suppliers know that most consumers will accept less than they are legally entitled to simply because they do not know their rights, do not want the confrontation, or assume that pursuing a claim will cost more than it is worth. A partial refund, a repair that does not fix the underlying problem, or a store credit that keeps the money in the supplier’s pocket — these are the standard tactics. And without a clear understanding of what the Australian Consumer Law actually requires, it is difficult to push back with confidence. Meanwhile, the supplier’s internal policies and limitation periods are working against you.

Here is how we put you back in control

We assess your situation against the specific consumer guarantee provisions that apply to your goods or services, advise you clearly on exactly what you are entitled to, and represent you in getting it. A formal letter from us changes the dynamic immediately — suppliers who have been stonewalling individuals often respond very differently when they understand a lawyer is involved and the legal position is clearly stated. Where they still refuse, we pursue the matter through the appropriate tribunal or court. You should not have to accept less than the law provides.

Our consumer guarantee claim process

Three steps to getting the compensation you deserve.

Assess your rights

We review the goods or services and assess whether they failed to meet the consumer guarantees under the ACL and what remedies you are entitled to claim.

Demand and negotiate

We prepare a formal demand to the supplier and represent you in negotiations to achieve a fair outcome without unnecessary cost or delay.

Pursue and recover

If the supplier refuses, we pursue the matter through the relevant tribunal or court and secure the compensation you are entitled to.

Consumer law experts ready to guide you

We understand how infuriating it is to spend significant money on something that does not work, and then be dismissed by a supplier who should know better. Our lawyers know the Australian Consumer Law and how to apply it to the specific facts of your situation. We give you a clear, honest view of your rights from the first call, and we pursue your claim with exactly the level of force the situation warrants — no more, no less.

We understand you want to know the cost, before we get started.

We will map out our process, from beginning to end, so you know what the journey will look like before you get started.

We will provide you with a clear and detailed Work Proposal covering each step along the way.

Our fair fees are all-inclusive. No hidden costs for telephone calls, emails, photocopying, couriers, or coffee.

Our great lawyer guarantee

We want to be part of your team over the long term. We achieve this by adhering to these core principles:

Take the time

We listen carefully to understand what you want to achieve. Then we thoroughly explain our advice and step you through the documents. You can be sure you know the full consequences.

Share our knowledge

We will pass on as much knowledge as we can, so you can make your own informed decisions. We want to make you truly independent.

Stick to our knitting

We only do what we're good at. You can be confident that we know what we're doing and don't pass on the cost of our learning.

Work as one team

Someone will always be available to answer your questions, or point you in the right direction. You will also benefit from a range of perspectives and experience.

Fair pricing

For advice and documents, we provide a fixed or capped quote so you don't take price risk. If you're in a dispute, we map out the process and costs so you know what to expect.

It's your show

We're not in this for our egos. We're in it for a front row seat to witness your success.

Ready to claim what you are owed?

Book a call today and we will assess your consumer guarantee rights, advise on what you can claim, and take the right steps to recover your losses.

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