Duties toward customers.
WHO OVERSEES IT
The federal competition and consumer protection body, alongside sector regulators.
WHAT THE FRAMEWORK BROADLY REQUIRES
Accurate description of goods and services Fair contract terms Goods fit for purpose Disclosure of material information Handling of complaints
WHAT UNFAIR TERMS INCLUDE
Terms excluding liability inappropriately Terms allowing unilateral changes Terms that are hidden or unintelligible
WHY THAT MATTERS ONLINE
Terms and conditions copied from elsewhere may be unenforceable or unlawful.
WHAT TO DO
Have terms drafted for your actual business and jurisdiction.
WHAT DISCLOSURE REQUIRES
Price, inclusive of what applies What is included Delivery terms Cancellation and refund terms
WHAT TO PUBLISH
Those, clearly, before purchase.
WHAT COMPLAINTS HANDLING REQUIRES
A route to complain Response within a reasonable time
WHAT HAPPENS WHERE UNRESOLVED
Escalation to the regulator or sector body.
WHAT TO AVOID
Refusing all refunds as policy Terms contradicting statutory rights
WHY
Statutory rights generally override contrary terms.
WHAT TO DO ABOUT MISLEADING ADVERTISING
Ensure claims are substantiated before publication.
WHAT TO KEEP
Evidence supporting claims.
WHAT TO TAKE ADVICE ON
Your terms, once, properly.
