Several online businesses have clarified terms and conditions that could mislead consumers about their rights following action by the Australian Competition and Consumer Commission.
Last September, the ACCC joined international consumer protection agencies in an internet sweep focusing on the fine print in online shopping. The sweep was organised by the International Consumer Protection Enforcement Network (ICPEN).
The ACCC reviewed 450 websites for terms and conditions that were ambiguous and identified a small group that were mostly likely to confuse shoppers, particularly about their rights under the consumer guarantees provisions of the Australian Consumer Law. Following contact by the ACCC, nine businesses made changes to their online terms to provide greater clarity for consumers.
“It is important that consumers are not misled into thinking that their consumer rights do not apply when shopping online. Online retailers need to provide clear and accurate information about their obligations to consumers if there is a problem with the goods or services they supply,” ACCC deputy chair Delia Rickard said.
“The ACCC will continue to monitor online businesses for compliance with the Australian Consumer Law and may take enforcement action where businesses do not comply with the law.”
The ACCC offers the following to protect your rights when shopping online:
Only consider buying from online sellers that have a good reputation, have clear processes for solving problems and giving replacements and refunds and display their business registration number, phone and fax numbers and physical address.
Before buying, check terms and conditions carefully so you know what you’re paying for and that there are no hidden costs or restrictions.
Before you start, ensure your computer, tablet or phone is secure by installing or updating security and anti-virus software.
Keep copies of all documents, including electronic records of auction bids, item descriptions, emails and receipts in case there is a problem later.
If there is a problem, email the seller outlining the issue and how you want it resolved.
If you paid by credit card and you did not receive the product or service, contact your bank and ask them to reverse an unauthorised charge.
