ACCC issues advice on consumer rights, obligations on event, travel cancellations due to COVID-19

Australia’s client watchdog the ACCC has issued recommendation for shoppers and companies on their rights and obligations if occasions, flights or journey companies are cancelled because of the coronavirus pandemic (COVID-19), or if individuals want to cancel their journey plans.

The Austalian Competitors and Client Fee says if occasions, flights or different journey companies comparable to cruises are cancelled, the it expects refunds or different treatment comparable to a credit score word or voucher will likely be provided in most circumstances.

“Failure by any enterprise to honour its cancellations or refunds coverage might represent deceptive conduct beneath the Australian Client Regulation,” stated ACCC chairman Rod Sims.

“We additionally remind shoppers that many small and medium enterprise are attempting to reply to the COVID-19 outbreak as greatest they will. We urge shoppers to train endurance and deal with service workers civilly and respect as they fulfil client requests for refunds and cures.”

The ACCC says if the occasion, flight or journey service is cancelled as a consequence of authorities restrictions, client rights beneath the patron ensures could also be impacted, and in these conditions shoppers could also be entitled to a refund beneath the phrases and situations of their ticket, or doubtlessly might make a declare beneath a journey insurance coverage coverage.

“Given the distinctive circumstances, the ACCC encourages all companies to deal with shoppers pretty and compassionately,” ACCC Chair Rod Sims stated.

“We welcome the choices by many companies who’re already providing refunds to all ticketholders, and anticipate different occasion and journey companies to additionally supply cures to all affected shoppers when occasions or journey companies are cancelled.”

“If a client chooses to not attend an occasion that’s nonetheless going forward or journey domestically as a consequence of coronavirus issues, this can be handled as a ‘change of thoughts’. The identical applies to lodge room bookings. Shoppers’ rights to refunds in these circumstances will depend upon the phrases and situations and any cancellation coverage adopted by the enterprise.

“Shoppers in all conditions ought to contact companies on to request a refund or different treatment comparable to a credit score word or voucher,” Sims stated.


26-27 February 2020 | Hilton Brisbane

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