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GRC Professional : GRC Winter 2012
29 when is a consumer not entitled to remedy? Consumer are not entitledto remedyif: • T hey have simply changed their mind outside of a reasonable time period; • have misused the goods; • do not explain why they want a particular good or service (and it is not obvious from the circumstances); • do not register a complaint within a ‘reasonable’ time; or • destroy, damage or dispose of the goods. Another common misconception is that consumers always need a receipt. In fact if the good is worth less than $75 then no receipt is necessary in order to get a repair, refund or replacement as defined in the Act.••• Case study: the department store Larger companies face even bigger challenges in ensuring staff are trained and kept-up-to date about consumer laws. This led Targetto embark on a company-wide training initiative, focusing particularly on customer-facing staff. “ We recently undertook a review of our refund and exchange policy with specific emphasis on reinforcing consumers’ rights and entitlements with respect to merchandise guarantees that cannotbeexcluded under theAustralian Consumer Law,” said a spokesman. Target’s refund policy focuses on providing customers with comprehensive information on the available options should the product they purchase not be of acceptable quality, not match the description or in the event a major failure occurs. “ Ensuring staff are not only trained butkept upto speed is an ongoing exercise. We continually provide training to new and existing team members on all our policies and procedures, including our refund and exchange policy, to ensure consistent customer service.” STAY IN THE KNOW Have you seen the new GRC Professional enewsletter? Written specifically for ACI members, this fortnightly enewsletter will keep you up-to-date with everything you need to know about governance, risk and compliance in Australia, New Zealand and Asia. • Latest ACI news • Financial services updates • Legislation changes • Expert advice • Upcoming training courses Topics include: firstname.lastname@example.org SUBSCRIBE TODAY Editorial Roslyn Atkinson +61 2 9556 9109 email@example.com Advertising Mark Lewis +61 414 881 300 firstname.lastname@example.org Want to be part of the enewsletter?
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