Consumer complaints about faulty products and denied refunds have surged across Australia, with the national watchdog now zeroing in on electronics and whitegoods retailers accused of failing to honour basic consumer rights.

New data from the Australian Competition and Consumer Commission (ACCC) reveals reports related to consumer guarantees jumped 20 per cent in 2025, surpassing 38,000 complaints. The bulk of those grievances stem from the electronics and appliance sector — now firmly in the regulator’s crosshairs.

The findings expose a growing disconnect between consumer rights under Australian law and how they are enforced in practice. Despite automatic protections under the Australian Consumer Law (ACL), many Australians are still struggling to secure refunds, repairs or replacements for faulty goods.

Nearly 70 per cent of complaints involving electronics and whitegoods in 2025 centred on alleged breaches of these guarantees. The sector recorded the highest number of reports lodged with the ACCC, highlighting systemic issues across major retailers and manufacturers.

ACCC Deputy Chair Catriona Lowe issued a stark warning to the industry, urging businesses to urgently review their practices.

“Consumers rely on essential products like fridges, phones and washing machines every day. When they fail, the impact is immediate and significant,” Ms Lowe said. “Yet our data shows some businesses are still refusing to honour consumers’ rights.”

The regulator has made improving compliance in the sector a key enforcement priority for 2025–26, with further scrutiny expected into 2027.

Consumers Left Out of Pocket

The complaints paint a troubling picture of consumers being forced to pay for repairs or denied remedies altogether — even when products fail shortly after purchase.

Among the cases reported:

  • A customer was charged to repair a high-end fridge after a critical component failed just outside a two-year warranty.
  • A buyer was refused a replacement TV despite receiving it with a damaged screen.
  • A three-month-old smartphone owner was billed for repairs despite persistent faults.

In more than 3,000 cases, businesses allegedly misled customers by claiming they were not entitled to a remedy or directing them to deal with manufacturers — practices that are illegal under Australian law.

“It is unlawful for businesses to hide behind ‘no refund’ policies or fine print that contradicts consumer guarantees,” Ms Lowe said. “These rights cannot be waived or removed.”

Crackdown Looms with Tougher Laws

The surge in complaints comes as the federal government moves to strengthen consumer protections, with proposed reforms backed by the ACCC set to introduce financial penalties for businesses that fail to comply.

The changes would also target manufacturers, forcing them to reimburse retailers when they are responsible for defective products — closing a long-standing loophole in the system.

“These reforms will create stronger incentives for businesses to do the right thing,” Ms Lowe said. “They will also make it easier for regulators to take action when consumers are let down.”

Retailers Already Under Fire

The ACCC has already taken enforcement action in 2025, including penalties against online electronics marketplace Reebelo Australia for misleading consumers about their rights, and action against retailers for deceptive return policies.

A nationwide compliance sweep earlier in the year uncovered widespread issues with online refund and exchange terms, raising further concerns about industry practices.

Know Your Rights

Under Australian law, consumer guarantees apply automatically and often extend beyond standard warranties. Products must be of acceptable quality, match their description, and perform as expected.

If they don’t, consumers are entitled to a remedy — regardless of store policies or expired warranties.

The ACCC is urging consumers to assert their rights and be wary of costly extended warranties that may offer little additional protection.

With complaints climbing and reforms on the horizon, pressure is mounting on retailers and manufacturers to clean up their practices — or face escalating legal and financial consequences.