The Small Business Specialists
Phone: 13 12 49
As well as faulty goods, consumers are entitled to a remedy if the service they acquired is faulty. If a consumer simply changes their mind about a service they have acquired however, then they are not entitled to receive a refund.
A consumer who acquires a faulty service can get a third party to repair the problem if the original service provider is taking too long to provide a remedy. If this occurs, the original service provider is also obliged to pay for the reasonable costs of repair carried out by that third party.
If the original service provider takes too long to repair or remedy the fault, then the consumer is entitled to cancel the service and seek a refund.
The type of remedy required depends on whether the fault is major or minor.
A major failure with a service occurs when:
Where a problem doesn't meet the criteria set out above, and the problem is easy to remedy within a reasonable time, then it is likely to be considered a minor fault.
If a major failure with a service occurs, the consumer has the right to choose a remedy. They can either:
If a consumer cancels a service that is connected to a good, then the consumer can reject the good by returning it to the supplier and seek a refund for the cost of the good.
A consumer is not entitled to cancel a service and demand a refund if the problem is minor. However, a consumer can cancel a service and seek a refund if the service provider fails to provide a remedy within a reasonable time.
Where the problem is minor, the service provider has the right to choose what remedy they offer to the consumer. They can choose to: