Coronavirus (COVID-19) and your rights

We encourage all businesses to set fair prices during this emergency.

Businesses can legally set their own prices, but must not mislead consumers about the reason for increased pricing. Excessive pricing by a business may be found to be unconscionable if the product is critical to help save or protect vulnerable consumers. This would make the high prices illegal. See our information about Price rip-offs.

Private sales are not covered by Australian Consumer Law. Private sellers can legally list face masks, hand sanitiser and toilet paper on classified sites for significantly more than they sell for in stores.

We urge consumers not to pay exorbitant amounts to people reselling important sanitary products. Retailers are aiming to keep shelves stocked with important products for those who need them.

If an event cannot go ahead due to coronavirus (COVID-19) restrictions, this may be a ‘frustrated contract’. This means it is impossible to carry out the contract due to events beyond the control of all parties. In this situation, consumers are entitled to a refund for any services not provided. Organisers may deduct reasonable expenses they have already incurred. Organisers should have clear refund policies and processes, to ensure they meet their obligations.

We recommend buying tickets from ‘authorised sellers’. Tickets sold by unauthorised sellers are not always legitimate. This could make it difficult to get a refund in the event of a cancellation. If purchasing online, use a secure connection.

Insurance may provide further protection for consumers who cannot attend an event due to coronavirus (COVID-19). Check any exclusions carefully, as many policies do not cover ‘known events’.

Many public sporting events cannot go ahead due to coronavirus (COVID-19). A consumer’s first step should be to check any membership or ticket terms and conditions for the seller’s refund policy.

With sports memberships, a range of services may be offered as part of that membership. Each club should clarify which services are being cancelled because they can no longer be provided. This may be a ‘frustrated contract’. In this situation, consumers are entitled to a refund for any services not provided. Clubs may deduct reasonable expenses they have already incurred.