Victoria Legal Aid

Other support for business and commercial matters

Learn where to get legal help and other support for business and commercial matters.

There are laws to protect consumers when they are buying goods. These include:

  • buying things online or door-to-door
  • buying goods on lay-by
  • getting refunds
  • services, such as work by tradespeople and utility company services (like gas and electricity suppliers).

There are also laws to protect consumers from experiencing discrimination when they are buying goods and services.

We do not give information or advice about consumer complaints, but there are other organisations that can help.

Other organisations that can help

Consumer Action Law Centre

The Consumer Action Law CentreExternal Link gives free legal advice and representation to vulnerable and disadvantaged consumers across Victoria. If you are an individual consumer in a dispute with a credit provider, the centre can give you free advice on your rights and obligations.

Their resources and toolkitsExternal Link assist consumers and consumer advocates to deal directly with complaints, disputes and problems arising in the consumer marketplace.

This centre runs the Insurance Law ServiceExternal Link . This service has fact sheetsExternal Link and sample lettersExternal Link that may help you to resolve your disputes about insurance matters.

Victorian Civil and Administrative Tribunal

If you have a dispute about goods or services that you bought or soldExternal Link , the Victorian Civil and Administrative Tribunal may be able to hear your case.

Australian Competition and Consumer Commission

The Australian Competition and Consumer Commission has information for consumersExternal Link about how to make a complaint and a tool to help you write a complaint letterExternal Link .

Law Institute of Victoria

You can also find a private lawyer near you through the Law Institute of Victoria’s Legal Referral Service. All law firms included in the Legal Referral ServiceExternal Link provide a free 30-minute interview. You can use this interview to understand more about the legal issue and discuss the available options and how much they will cost. Note that the free interview is not 30 minutes of free legal advice.

Business Victoria

Business VictoriaExternal Link has information and resources for businesses, including information about specific industry-related issues, such as the permits, licences and regulations that apply to businesses. There is also information about QR codes and financial support available during COVID-19.

Victorian Small Business Commission

The Victorian Small Business CommissionExternal Link has information on a range of small business issues.

It also offers a dispute resolution service for businesses in dispute with other businesses or with government, often at no cost to either party. Businesses with certain disputes (for example, over retail leases) may be required to use this service before they can go to court.

Small Business Mentoring Service

The Small Business Mentoring ServiceExternal Link is a not-for-profit association providing small business operators with the opportunity to learn from experienced mentors. All mentors are volunteers and have either owned their own small business or worked in an organisation with strong links to small business.

Consumer Affairs Victoria

Consumer Affairs VictoriaExternal Link has information for businesses about fair trading, business licensing, registration and conduct.

Resources about business and commercial matters

The resources on this page will help you understand:

  • your rights as a consumer
  • what you can do.

Our resources

See a list of all our free publications and resourcesExternal Link .

Resources from other organisations

Consumer Affairs Victoria

The Consumer Affairs Victoria websiteExternal Link has information to help buyers with their rights when they are shopping, including:

  • bag searches
  • shop breakages
  • refunds
  • buying a car
  • shopping online
  • getting goods repaired or replaced
  • getting a refund.

Consumer Action Law Centre

The Consumer Action Law CentreExternal Link website has information to help consumers with:

  • resolving a dispute about goods and services
  • making a complaint
  • what to do if your purchase is faulty.

Australian Competition and Consumer Commission

The Australian Competition and Consumer Commission (ACCC)External Link website includes information and publications for consumer and businesses. There is information about shopping online, protecting yourself from scams, getting a refund, warranties, how to write a complaint letter and consumer protection.

Australian Communications Consumer Action Network

The Australian Communications Consumer Action Network (ACCAN)External Link website has information about your rights for phones and the internet, including information about:

  • choosing a mobile phone plan
  • travelling overseas with a mobile
  • tracking data and internet use
  • avoiding scams
  • connecting and using your NBN home phone service.

Victorian Ombudsman

The Victorian OmbudsmanExternal Link website has information about making complaints about services from local councils, Victorian universities and TAFEs and other government organisations such as VicRoads or Fines Victoria.

How we can help

We don't give legal advice about consumer complaints, but we may be able to give you some information over the phone. We may also be able to refer you to another organisation that can help you.

Disclaimer: The material in this print-out relates to the law as it applies in the state of Victoria. It is intended as a general guide only. Readers should not act on the basis of any material in this print-out without getting legal advice about their own particular situations. Victoria Legal Aid disclaims any liability howsoever caused to any person in respect of any action taken in reliance on the contents of the publication.

We help Victorians with their legal problems and represent those who need it most. Find legal answers, chat with us online, or call us. You can speak to us in English or ask for an interpreter. You can also find more legal information at www.legalaid.vic.gov.au

Reviewed 16 January 2023

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