Door-to-door sales

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Door-to-door sales

Door-to-door sales is when someone knocks on your door trying to sell you something, or asks you to change your gas, electricity company, telephone or internet provider.

Door-to-door salespeople will often try to pressure you to buy products you don’t want or can’t afford.

You have rights if someone comes to your home to sell you something. There are rules that these salespeople must follow.

Know your rights

You do not have to:

  • change your gas or electricity company
  • sign a contract
  • give out your personal information
  • let the person into your home
  • show the person your electricity or gas bill.

You can:

  • ask the salesperson to go away and they must leave
  • ask for time to look at the prices and services offered by other companies
  • ask for a copy of the contract
  • get free advice before signing anything.

Consumer Affairs Victoria has information for consumers and businesses about how the law regulates door-to-door sales.

Changing your mind

If you sign a contract you still have a 10-day ‘cooling off’ period. This means if you change your mind you can cancel the contract within 10 business days. If the seller does not follow the law, the cooling off period is extended for up to six months.

You can cancel the contract by email, phone, letter or by fax. Keep a copy. If you cancelled by phone write down the date of the call, who you spoke to and what you said. Your contract should also include a form so you can cancel the agreement. If not, call the company.

Do not agree to changes to the contract over the phone. Get help first.

Stop salespeople knocking on your door

You can get a 'Do not knock' sticker to put on your door. This warns sales people that they are breaking the law if they knock on your door. To order copies of the 'Do not knock' sticker in quantities up to 50, download Consumer Affairs Victoria's General publications order form and lodge the form by email or post.

Rules about salespeople

Salespeople can only visit between:

  • 9 am and 6 pm Monday to Friday
  • 9 am and 5 pm on Saturday.

They cannot visit on Sunday or public holidays.

If you ask a salesperson to leave at any stage, they must do so immediately. If you ask them to leave they are not allowed to bother you again for at least 30 days.

Take action

If a sales person breaks these rules or ignores the 'Do not knock' sticker the company they work for may be charged with an offence. You should write down their name, company, date and time of visit.

You can get legal advice or call an ombudsman. See Get help.

You can also make a complaint to the company, Consumer Affairs Victoria or online via the Consumer Action complaint form.

Energy retail marketing opt out

Ever had an energy salesperson claim not to have seen your 'Do not knock' sticker? You’re not the only one.

If you live in Victoria clause 2.3 of the Code of Conduct for Marketing Retail Energy requires that retailers maintain a 'no contact list' for consumers who don’t want to be marketed to.

The Consumer Action Law Centre has compiled the relevant contact details of energy retailers currently operating in each of the states and territories with competitive markets, so all you have to do is fill in the Opt out of Energy Retailer Marketing form. An email will be sent to all energy retailers in your state advising them that you don’t want to be door-knocked by any salesperson working on their behalf.

If you also want to stop telemarketing, get on the Do Not Call register.

Get help

Find out how you can get help with consumer complaints.

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