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Australian customer service

Consumer law and policy professional Kat George gives her view on your Australian consumer affairs questions and quandaries

16 June 2025

  • Paper house with a solar panels on the roof.

    Our NSW council banned street-visible solar panels. What can I do?

    Support for heritage homeowners investing in green tech is growing, writes policy professionalKat George. But you may need to put in some legwork

21 May 2025

  • Wooden toy aeroplane with smiling toy character in the pilot seat.

    When I booked flights online I noticed the prices kept changing. Is it legal in Australia? Can I avoid it?

    Unfortunately, dynamic pricing is legal in Australia, writes policy professional Kat George. But there are some things you can do to sidestep it when you’re shopping around

7 April 2025

  • Paper cutouts of clothes on washing line with blue background and clouds made of cottonwool

    I’m not allowed to dry laundry on my balcony. What can I do about out-of-touch strata rules?

    When it comes to what you can and can’t do in your home, the rules can be blurry, writes policy professionalKat George. First, seek out your building’s bylaws

3 March 2025

  • Glass of wine behind magnifying glass

    How do wines get away with not listing ingredients? I have allergies!

    Australian alcohol labelling is contentious, writes policy professionalKat George. Declare your allergies as servers are obliged to help you

2 February 2025

  • A stuffed toy dog sits in kennel on a pink background

    Our new puppy has health and behavioural issues. Can I ask the breeder to foot the vet bill?

    If your pet has a heritable defect, you can ask the breeder to cover the ‘repair’, writes Australian policy professionalKat George. But the puppy’s behaviour is another matter

25 December 2024

  • Toy cash register with keyboard, scanner, card reader, coins and goods<br>RE20EB Toy cash register with keyboard, scanner, card reader, coins and goods

    If I have a small amount of credit left on a gift card, does the merchant get to keep that money?

    I wouldn’t bank on a business allowing refunds on a gift card, writes Australian policy professionalKat George. But if they have misrepresented the terms you may be entitled

9 December 2024

  • A house made of toy blocks

    Each time I leave a rental, my landlord withholds some of my bond. How can I defend my rights without legal action?

    The stress and cost of dispute resolution can outweigh the loss of a bond, writes Australian policy professionalKat George.Here’s what you should do

3 November 2024

  • Baked goods modelled in clay

    I buy bread from Bakers Delight. Why aren’t the ingredients listed on the packaging?

    All packaged food has to comply with national food standards, writes policy professionalKat George.Some exemptions apply – but if you’re concerned you should ask the seller

1 September 2024

  • Still life of red calculator in a small shopping cart on pink background

    We have one supermarket in our little town. Are they required to display unit prices?

    Your grocery store may not be obliged to display pricing in this way, writes policy professionalKat George. But you can still advocate for it to do so

4 August 2024

  • Shot of woman's hand making peace sign while wearing miniature black and white brogue shoes on fingers, on blue background.

    I bought secondhand designer shoes online, but within a few months they fell apart. What are my rights?

    The shoes might not be an authentic designer pair and have failed reasonable consumer expectation, writes policy expertKat George. Although Vestiaire is an overseas company, Australian consumer law still applies

10 July 2024

  • Front view of pink portable audio cassette player, cassette tape and vintage headphones on blue background

    My speakers don’t work properly and Apple won’t provide a refund. What are my entitlements?

    You have a right to return the product if you think it’s faulty, says policy expertKat George – but it will take some time and effort to claim your refund

3 June 2024

  • Toy house and alarm clock on gray background with copy space for text. Real estate concept.<br>2HPXNYF Toy house and alarm clock on gray background with copy space for text. Real estate concept.

    I cancelled my Airbnb booking within the appropriate timeframe. Why won’t they issue my refund?

    The good news is you made the booking while in Australia via the Australian arm of Airbnb, so national consumer law applies, writes policy expertKat George. With persistence, it’s likely you’ll get your money back

28 April 2024

  • Vintage toy truck delivery service van

    A package I ordered weeks ago is lost in transit. How can I fast-track a resolution?

    Because the loss was out of the store’s control, it isn’t legally obliged to provide you with a refund or replacement, writes Australian policy expertKat George. But you can still pursue a solution

25 March 2024

  • Lemon car

    I bought a vehicle from a used car yard. More and more problems emerge with it. What can I do?

    Australia has a widespread problem with lemon cars, writes consumer law and policy professionalKat George.But resolving your issues will be an uphill battle

26 February 2024

  • Phishing credit card for information<br>GettyImages-542736893

    I contacted my bank to report a scam purchase. Why didn’t it cancel the transaction?

    You’ve done all the right things since being scammed, writes Australian consumer law and policy professionalKat George.But there are a few more steps you can take to protect yourself and others

29 January 2024

  • a toy moving truck

    We paid home movers $11,000 and they damaged an irreplaceable table. What can we do?

    Australian consumer law protects you for services as well as goods, writes policy professionalKat George, and you can claim not just your costs but your wasted time

27 December 2023

  • Mousetrap with red ribbon and gift boxes on wooden table

    I bought a gift voucher for a business that ceased trading. Is there anything I can do?

    Navigating gift cards in Australia is unnecessarily complex, writes consumer affairs expertKat George, but you do have avenues for recourse

3 December 2023

  • A conceptual image of an aeroplane on top of a piggy bank

    I wasn’t notified when my 9am flight time changed to 6am. Can I get compensation?

    You shouldn’t have to wear the cost of those expensive replacement tickets, writes Australian policy expertKat George. But pursuing this might be frustrating

29 October 2023

  • Two mini toy cars crashing.

    An Australian hire car company won’t reimburse our excess. What are the next steps?

    You have a real case to make for yourself here, writes policy professionalKat George. Given the money you could recover, it’s worth pursuing it

16 September 2023

  • caught in the treadmill - wooden mannequin without goal<br>wooden mannequins in an old rusty treadmill. Concept for without goal, daily grind... and a lots of more. be creative too :)

    Can I get a refund? After I cancelled a gym membership via email, they debited $700 from me

    Australian consumer law can help you, writes policy professionalKat George. Making it difficult to cancel is what advocates call a ‘dark pattern’
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