On this page:
Proof of transaction
Suppliers must provide a proof of transaction if the consumer asks for one, or automatically for products or services valued at $75 (excluding GST) or more.
Proof of transaction, commonly a receipt or tax invoice, should be easy to read, in plain language and state the:
- supplier of the products or services
- supplier's ABN, if they have one
- supplier's ACN, if they have one but do not have an ABN
- date of the transaction
- products or services supplied to the consumer, and
- price of the products or services.
Consumers will usually need to show proof of transaction in order to make a claim about faulty products or services. This is so suppliers can be sure they are providing a remedy for a product or service they actually sold.
If a consumer does not have a receipt or tax invoice, and needs to make a claim, there are other ways to show proof of where they made the purchase. These include a:
- lay-by agreement
- confirmation or receipt number provided for a telephone or internet transaction
- warranty card showing the supplier's or manufacturer's details and the date or amount of the purchase
- serial or production number linked with the purchase on the supplier's or manufacturer's database
- credit card statement
- copy or photograph of the receipt.
Sometimes you may need to provide more than one of these things to support your claim – for example, when a credit card statement does not clearly itemise the product.
Electronic copies and digital photographs are valid proof of transaction; however, they must be clear enough to show the purchase details.
If a consumer cannot show where the product or service was purchased, the supplier or manufacturer does not have to accept the claim, but may still choose to do so.
Someone who receives a product as a gift has the same rights to a refund or return as a person who has bought the product directly. However, they must still be able to prove where the gift was purchased.
Itemised bills for services
Consumers can ask a supplier for an itemised bill within 30 days of whichever happens last:
- the services are supplied, or
- they receive a bill or account from the supplier for the services.
The supplier has seven days to provide an itemised bill that shows:
- how the price was calculated
- the number of labour hours and the hourly rate (if relevant), and
- a list of the materials used and the amount charged for them (if relevant).
A supplier cannot charge for this request.
If a dispute arises about whether a claim should be accepted without proof of transaction, the consumer may seek the opinion of an Australian court or tribunal.