One of Australia's most important consumer protections has its 15th anniversary, just as the busy January sales period gets underway.
The Australian Consumer Law (ACL) came into force on 1 January 2011. It replaced a patchwork of state and territory laws with a single, national framework. Since then, all Australians are protected by the same automatic consumer guarantees.
Introduced following a Productivity Commission inquiry into Australia's consumer policy framework, the ACL established a ‘one-law, multiple regulators’ model. The Australian Competition and Consumer Commission (ACCC) works alongside state and territory consumer agencies such as Consumer Affairs Victoria, to enforce consistent protections nationwide.
The law guarantees that products must work properly, be safe, and do what they're supposed to do. Services must be provided with due care and skill. These rights are automatic and cannot be overridden by store policies or limited warranties.
Consumer agencies across Australia coordinate through Consumer Networks. Together, they enforce the ACL, share intelligence on emerging issues, and run joint education campaigns. This collaboration ensures businesses face consistent standards while consumers receive both national protection and local support.
To mark the anniversary, regulators are running a coordinated campaign reminding shoppers of their rights during the November-January peak shopping period. This traditionally includes the busiest time for consumer purchases.
Key consumer rights under the ACL include:
- automatic guarantees on all goods and services that apply regardless of store policies
- rights that extend beyond warranties – products must last a reasonable time based on their type and price
- protection for online purchases, including digital products and subscriptions
- remedies when things go wrong. Consumers are entitled to repair, replacement, or refund, depending on the nature of the fault (minor or major)
- protections against misleading advertisements, statements or pricing
- striking out terms in standard form contracts used by businesses if they’re too one-sided and unfair on the consumer.
In Victoria, ACL-related content on our website received more than 1.2 million views last financial year.
Director of Consumer Affairs Victoria, Nicole Rich, said the ACL had fundamentally changed consumer protection in Australia. The collaborative model had proven effective over 15 years, Rich said.
Consumers who need help asserting their rights can visit our Consumers and businesses section or call 1300 55 81 81.
More information about the ACL for businesses is available from our Australian Consumer Law resources page.