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How we help CHOICE members

Car rental insurance claim dispute resolved

“I was having a very unequal tussle with a major car rental company over how we could more equally share the settling of money after I had a ‘big accident’ in one of their hire cars. I spoke several times with Meredith Cridland who offered me useful information and, much more importantly, the reassurance that she was ‘there for me’ if I needed any more support from CHOICE along the way” explains CHOICE member Neil.

With the information and support we provided, Neil was able to return to his battle and eventually to resolve the situation to his satisfaction.

Refund granted for faulty oven

CHOICE member Maree purchased a $1600 Westinghouse Oven from the Good Guys. She soon realised that the oven's timing and cooling fan mechanism were faulty but neither the retailer nor manufacturer were helpful when she approached them with her complaint. 
Maree contacted CHOICE Help to find out what her rights were. 

Members, need more help with your problem? Contact our expert consumer rights adviser here.

We explained that under the Australian Consumer Law, goods must be of acceptable quality. Acceptable quality means that goods are safe, durable and have no defects. If the oven had suffered a major failure (and couldn't be repaired in a reasonable period of time) then she would have a right to choose a refund or replacement.

Maree went back to the Good Guys armed with this advice. This time she walked away with a full refund.

Thanks again so very much for your support; confirmation yet again as to why I am a member.

“Thank you so very much for your help and advice. Using the CHOICE name, and saying I was a member certainly makes others take notice of what you are saying. Good Guys in Shepparton refunded all I had paid for the oven. After reading your reply to me I was more confident in the outcome I was wanting and expected.
Thanks again so very much for your support; confirmation yet again as to why I am a member."
 Maree, Shepparton, Vic

Airline ticket-change charge complaint refunded

When CHOICE member Bert, bought tickets on the Etihad website he entered the names that he and his wife go by to commence the transaction. But as soon as the transaction was completed, he realised that he hadn't been asked to confirm their names as they appear in their passports (as other airline websites do).  So he contacted Etihad straight away but came to CHOICE Help when Etihad were less than helpful.

We didn't think it was fair that Bert was asked to pay $236 to change the tickets to match their passport names, especially when the airline website failed to disclose this requirement at any time during the online booking process. We were very pleased to receive the following response from an Etihad Airways spokesperson:

“Etihad Airways has changed the names on Bert and Katrina’s tickets – without charge. We have also amended the booking page on our website to alert guests to the requirement for names to be entered as per passport. Etihad Airways apologises to Bert and Katrina for the inconvenience they have experienced and thanks CHOICE for bringing this matter to the airline’s attention”.

"Etihad Airways apologises to Bert and Katrina for the inconvenience they have experienced and thanks CHOICE for bringing this matter to the airline’s attention.”

Nice one Bert!

Bad quality lounges replaced for owner

Christine ordered two lounges from the same Freedom Furniture range. One was a two-seater with a recliner and one was a three-seater.  Sixteen weeks later, she was shocked to receive two lounges that looked and felt completely different. The head rests, heights, frames, upholstery thickness, leather colour and cushion depth were all different. One had stitching on the arms, while the other one did not. There were also scratches and a puncture in one of the lounges.

Christine asked Freedom for the lounges to be remade. But she was concerned that the same issue could easily happen again. She asked CHOICE Help what she could do.

CHOICE contacted Freedom and confirmed that as the lounges were from the same range, they should have been of matching quality. We confirmed with Freedom that they would conduct a full quality check on the lounges when they arrived. We said if they did not meet the specifications, Christine could decide to take a refund. In the meantime, Christine was able to keep the non-matching lounges so at least she had something to sit on.

After 7 months of problems, Christine received her new lounges and all was OK.

"CHOICE has been always very helpful in all our purchases, for many years."

"Thank you so much for your help, support and customer service. CHOICE  has been always very helpful in all our purchases, for many years (I don't know how many). Cheers and kudos to CHOICE." Christine, Manly, Qld