About consumer rights
While visitors are in Australia, they are covered by Australia's consumer protection laws which require all businesses to treat consumers fairly.
The Australian Government provides information on consumer rights to ensure that consumers are aware of their rights when purchasing products or services during their visit to Australia.
Travellers who believe they have been treated unfairly by a business while in Australia can lodge a complaint with a consumer protection agency in Australia. You can find information on who to contact in the relevant Australian state or territory on the Australian Consumer Law website, or you can lodge feedback by phone.
Lodging feedback by phone
Travellers who wish to submit telephone feedback while they are in Australia can call the Australian Consumer Affairs and Fair Trading Hotline 1300 552 263 (local call cost within Australia).
Callers who require an interpreter can submit their feedback via the Translating and Interpreting Service on 131 450 (free call within Australia).
Callers to the Translating and Interpreting Service must specify the language they require (in English) before they are placed in a conference call with a translator.
Through the translator, callers must ask to have their call connected to the fair trading agency in the state or territory in which the problem occurred.
Please note that consumer protection agencies in each Australian state and territory generally operate between 9.00 am and 4.30 pm (local time) Monday to Friday (excluding public holidays).
Lodging feedback from a traveller's home country
Most countries have laws to protect the consumer rights of their residents who travel to other countries. Travellers who are not satisfied with their purchase made through a travel agent outside of Australia should contact their relevant government authority or travel industry association.
Australian Consumer Law
On 1 January 2011, Australia introduced one national law for fair trading and consumer protection—the Australian Consumer Law (ACL).
Under the ACL, Australian consumers and businesses have the same rights and obligations wherever they are in Australia.
The ACL appears in Schedule 2 Chapter 1 of the Competition and Consumer Act 2010 (formerly known as the Trade Practices Act 1974).