When you pay for a product or service yourself, as an NDIS participant, or through your state or territory's disability support system - you have consumer rights. These resources from Australia's consumer protection agencies are designed to help you understand and use your rights.

Your consumer rights

Under the Australian Consumer Law, you have rights when buying products or services, whether you buy something in-store, online, at home or over the telephone.

They include:

the right to be treated fairly

the right to be given accurate information before you buy

the right to cancel a faulty service

the right to a repair, replacement or refund if something goes wrong.

Your consumer rights apply to:

general products (e.g. groceries, clothes and household items)

disability related products (e.g. an assistive hearing device or mobility aid such as a walker, wheelchair, motorised scooter or lift chair)

services (e.g. accommodation, cleaning, cooking, personal care, gardening services or case management supports).

Resources for consumers with disability

Australia's consumer protection agencies have produced a range of educational materials to help you understand your consumer rights and to help you use these rights if something you pay for isn't right.

Smart shopping with Casey and Reece - an educational video for consumers with disability (Easy English)

An animated video in Easy English that is clear and easy to understand. It has been prepared with the assistance of consumers with disability.

Smart shopping with Casey and Reece

Transcript for Smart shopping with Casey and Reece - an educational video for consumers with disability

This video has been produced in the following formats to meet various accessibility needs, and they are available on our YouTube channel:

Shop smart and use your rights - an educational video for consumers with disability

This animated video aims to help consumers with disability make informed purchasing decisions and understand consumer rights under the Australian Consumer Law.

Shop smart and use your rights

Transcript for Shop smart and use your rights – an educational video for consumers with disability

This video has been produced in the following formats to meet various accessibility needs, and they are available on our YouTube channel:

A DVD is available that contains both short videos (with accessibility options). To order a copy of the DVD, please email Publications.Unit@accc.gov.au.

In addition to the above resources, PowerPoint presentations are available to facilitate a discussion about the Australian Consumer Law for both consumers and service providers in the disability sector. These presentations may be adapted to suit your organisation. To receive a copy of the presentations please email Publications.Unit@accc.gov.au.

Where to go for help For more information about your consumer rights, contact your local consumer protection agency or speak to someone you trust. If you need help following up on a complaint you have made to a retailer or business, contact your: local consumer protection agency

disability or health services complaint body.

More information

A guide for businesses selling to and supplying consumers with disability

Know your obligations when selling disability goods & services

Accessibility