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Rights and Responsibilities

Businesses operating in Victoria have certain rights and legal responsibilities that must be adhered to in their dealings with customers, advertising and regulated products. 

The Consumer Affairs Victoria (CAV) website outlines a range of best business practices, legal requirements and responsibilities for all Victorian businesses and customers.

Legal requirements

All Victorian companies, partnerships and sole traders must comply with the Victorian Fair Trading Act 1999, which sets out minimum service standards and commercial behaviour. Under the Act, consumers have the right not to be:

• misled or deceived by advertising or promises
• subject to unfair terms in their contact
  
• treated in an unconscionable way.

A retailer is also required to comply with legal requirements when dealing with refunds, lay-bys, complaints, advertising and labelling and trade measurements.

Good business practices

Good customer service is an essential part of any business, and is important in keeping both customers and retailers happy. Customer complaints should be treated seriously and quickly. For information and details of how business can handle complaints, please refer to the CAV website.