Know your rights when buying disability goods and services

When buying goods and services under the National Disability Insurance Scheme (NDIS) you’ll want to get the best result that meets your needs. This is important if you are buying or signing up for something that is worth a lot of money or that you will use for a long time.

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Here are some tips to help you make an informed decision.

Choose carefully

Ask questions to decide what you should buy. Compare options, quality and features. Find out about:

  • what exact services are included
  • ongoing sales and care support
  • any cancellation fees.

Take your time and don’t feel rushed. If you need help, talk to someone you trust, such as a family member, friend, community organisation, advocate or other support network.

Check out the seller

Ask around, talk to your friends and support networks, search online and look at independent product reviews.

Be aware that sometimes businesses exaggerate the benefits of a product of service, or may even make claims that aren’t true. If you have doubts about a claim, ask the salesperson for evidence to back up their claims. Remember it’s okay to say ‘no’ to a salesperson.

Be careful with your details

Be careful with your personal information such as bank, tax file number and pension or Centrelink information. Sometimes people will try to trick you into giving them your personal information so they can steal your money.

If something goes wrong

When you buy products or services, by law, the business guarantees that:

  • products are safe, work correctly and meet promises made about the condition, performance and quality.
  • services will be provided with acceptable care and skill, will give the results as agreed, and will be carried out within a reasonable time.

If a guarantee is not met, you have the right to ask for a repair, replacement or refund. To do this, you will need to show proof of your purchase. Proof can be a receipt, a bank or credit card statement. Make sure you keep a copy of receipts, warranties and anything you sign.

If you have a problem with a product or service you should first contact the business you bought it from. If they refuse to help, contact Consumer and Business Services on 131 882.

For more information

Guides are available to help consumers with disability understand their rights under the law. You can read these guides by visiting www.accc.gov.au/disabilityresources