Consumers who need to apply for small amounts worth less than $3000 no longer have to go through a months-long court program. Because they will soon be able to refer the matter directly to the new state fair trade commission.
Matt Kean, the director of the New State Optimization Regulatory Department, said a bill to Congress on Wednesday would give the Fair Trading Commission authority the ability to direct businesses to repair products, refund or replace goods, among other services.
"it will be a fair, fast and cost-effective solution for consumers and businesses," he said. "it can be a substitute for expensive court programs."
Ideally, consumers and businesses would have worked out solutions without outside help, but for some consumers, the process has failed.
For example, consumer Rosie Garthwin bought a 200 yuan mobile phone. The phone is still under warranty for two years, but Rosie Garthwin spent nearly 12 weeks travelling to Samsung's after-sales department several times.
Although Samsung promised to change her plane after Rosie Garthwin brought it to Choice, a consumer rights group, she said she had not received a new device.
"it's really messy," she said.
Rosie Garthwin said she did not think it was worth her time and effort to file a lawsuit against court, a new state civil administration, but insisted on trying to use "principles" to resolve her complaint.
"in the current market, this phone has only 200 yuan, this is a low-cost phone. However, it's not a one-off phone, and it's usually people who buy low-cost phones that can't change their phones easily, "she said.
"the only reason I insist on this complaint is that I increasingly feel that when it comes to handling customer issues, the company is trying to make the complaint as difficult as possible, causing the customer to leave himself."
Sarah Agar, head of advocacy and policy at Choice, said consumers were often intimidated by the court program, which is the only viable option at the moment because companies are not working with customers to reach a solution.
"Australia's consumer law is a law that can help consumers solve problems, but as we've seen, if businesses don't realize the law, or choose to ignore it," she said. Then fast solutions will become expensive and time-consuming. "
Sarah Agar said Choice was pleased that the new state fair trade commission would have the power to process small claims.
"the new Fair Trading Commission process should be faster, easier and more cost-effective," she said. "We really look forward to seeing it coming out."
"We really want regulators in other states and territories to take note of this because we want similar programs to be rolled out across the country so that all consumers can get quick and fair compensation," he said.
Agar said the new regulations could also help companies resolve more disputes in mediation.
"I think that if the business is aware that these issues can be dealt with by the Fair Trading Commission and resolved in this way, then the enterprise will work harder at the mediation stage and under the terms of the law, Master trend consumers provide remedies that are in their interest. "
The Fair Trading Commission will take over goods worth between $25 and $3000, and the regulations will come into effect on January 1, 2019.