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ACCC caravan report finds thousands of problems


The Australian Competition and Consumer Commission (ACCC) is calling for the strengthening of the Australian Consumer Law, after a survey of more than 2,000 new tour operators found that over 80 per cent of respondents had experienced problems.

It said it surveyed 2270 owners, of which 29% said sellers misrepresented the sales process, including issues of consumer warranties and warranty rights as well as the towing weight of their products. their convoy.

Out of 80% of owners having problems, 50% consider their fault as a major fault. That’s despite 67% of respondents saying they paid more than $60,000 for their new caravan.

The consumer watchdog says it has received 1,300 complaints over the past five years from tour operators.

“A caravan can represent a significant financial and emotional investment. Some people save for years to shop and travel in a caravan,” said ACCC vice president Delia Rickard.

“If something goes wrong, the harm can be significant.

“The ACCC’s position is reasonable to expect that a new caravan will not experience major failures during the first few years of use.”

According to the ACCC report, the Australian Caravan Industry Association said the association supports a collaborative approach to solving problems.

“While the majority of players in the industry understand and comply with their consumer and supplier compensation obligations under the Australian Consumer Law, there is always room for personal improvement. individual,” said Australian Caravan Industry Association CEO Stuart Lamont.

“The National Authority will work closely with industry in assisting them to better understand their obligations in dealing with consumers and industry players along the supply chain, to meet consumer expectations.”

Under Australian Consumer Law, if you purchase a caravan and it does not meet one or more consumer guarantees, you have the right to ask the supplier to address remedial measures.

Depending on the severity of the warranty defect, it could be a repair, replacement or refund – even if the warranty has expired.

But many consumers surveyed said they couldn’t find a remedy or said it didn’t solve the problem.

The ACCC also received responses from 67 suppliers and found that 40% of suppliers said the manufacturer refused to refund them for providing a remedy to the consumer – which they were entitled to receive. under the Australian Consumer Law.

Retailers are also entitled to a refund from the manufacturer for any parts and labor involved in the repair.

“While a supplier can take legal action against a manufacturer to recover costs, the ACCC survey of suppliers shows that some are reluctant to take the step,” Ms. Rickard said. This is due to fear of retaliation.

37% of survey respondents also said they had to wait longer than six months for their vehicle to be delivered, with the travel industry – like the car industry – impacted by COVID-19 supply chain disruptions.

The ACCC also said that the demand for passenger cars is increasing.

“We expect suppliers to inform consumers in advance of their vehicle delivery timeframes and any possible delays in the sales process and resume ownership,” said Ms. contact until delivery.

The ACCC has called for the ACL to be revised to include tougher rules announced by the Treasury in its Statement on the Impact of Consultation Regulations last December.

These include considering fines for actions such as:

  • Businesses do not offer remedies when they are required to do so by law
  • The manufacturer does not refund the supplier
  • Manufacturers revenge





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