For services, this means that the service must be carried out with due care and skill.
For more information on the protections offered by the statutory warranty, check out Warranties explained - What you need to know before you buy
To exercise your warranty rights, you need to contact the retailer.
Explain the problem
You should contact the store where you purchased the goods or service. You should explain, either in person or in writing, what the problem is and why you are dissatisfied with the goods or service.
Suggest a solution
You should then suggest the solution that you would prefer – repair, replace, refund or for services, have it redone. Ideally, you should be able to come to a mutual agreement with the retailer about the solution, based on your preference. You are entitled to a solution which puts you in the same situation as if the problem had never happened. For goods this may mean repair, refund or replacement, For services, you can ask for the job to be redone or to be paid for the costs of having it redone.
If the retailer is unable to meet your wishes it is reasonable to try and negotiate a solution acceptable to you.
The retailer should provide a temporary product
When you choose to have a product repaired, or replaced, the retailer should offer the customer a temporary replacement till the product is fixed, or the replacement has been provided, to cover any inconvenience.
The retailer should meet cost of transport/freight
If the retailer requires you to send the product to be repaired, replaced or refunded, the retailer should cover this cost.
If you are dissatisfied with the retailer’s response, you can take your complaint to the next level. Ask whether more senior staff at the retailer can review your situation or contact the state/territory consumer protection bodies agency.
State and Territory Offices of Fair Trading and Consumer Affairs
You can make a complaint to their State or Territory Office of Fair Trading, or Consumer Affairs agency. These agencies consider customer complaints and try to resolve them through conciliation with the trader. If they are unable to help, you may need to take your problem to the small claims court - the agency will explain how.