Description
The Refund, Replace or Repair decision card is a practical customer service and compliance tool that helps businesses quickly determine their obligations under the Australian Consumer Law when handling product complaints. Using a simple three-step framework, it guides staff through identifying whether a customer issue is a genuine consumer guarantee failure or a change of mind, determining whether the problem constitutes a major or minor failure, and understanding who has the right to choose the remedy.
Designed for use at retail counters, front desks and customer service points, the resource explains when a refund, replacement or repair may be required, clarifies the difference between customer and business rights, and highlights common misconceptions around proof of purchase, manufacturer responsibility and gift recipients. It also includes practical customer service wording and a set of “golden rules” to help staff respond confidently and consistently when complaints arise.
