Australian Watchdog Issues Advice For Those Impacted By COVID-19

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The Australian Competition and Consumer Commission (ACCC) has released a variety of advice for those who have been impacted by events, flights, or travel services being cancelled due to the coronavirus pandemic or if people wish to cancel their travel plans made for the future.

“If events, flights or other travel services such as cruises are cancelled, the ACCC expects refunds or other remedy such as a credit note or voucher will be offered in most circumstances,” the consumer watchdog said in a statement.

“The ACCC is alert to any instances of unfair or unconscionable conduct on the part of businesses in dealing with consumers during the current crisis.”

Here is the advice the ACCC has for Australians at this time.

IF YOU BOUGHT A TICKET FOR AN EVENT THAT HAS BEEN CANCELLED AND YOU WANT A REFUND:

  • If your event is cancelled the ACCC expects that you will receive a refund or other remedy, such as a credit note or voucher, in most circumstances.
  • However, if the event is cancelled due to government restrictions, this impacts your rights under the consumer guarantees.
  • You may be entitled to a refund under the terms and conditions of your ticket.
  • You should contact the business directly to request a refund or other remedy such as a credit note or voucher.
  • Given the exceptional circumstances, the ACCC encourages all businesses to treat consumers fairly.

ARE YOU ENTITLED TO COMPENSATION FOR TRAVEL AND ACCOMMODATION ASSOCIATED WITH THE EVENT?

  • You should first approach your travel or accommodation provider to see if they are prepared to offer a replacement service, refund or voucher.
  • You should also check whether you are covered under any travel insurance policy.
  • You may be entitled to compensation for these expenses under the Australian Consumer Law but this will depend on the specific circumstances. This is unlikely to be the case where the event is cancelled due to government restrictions.

THE EVENT IS STILL ON BUT YOU DON’T WANT TO ATTEND AMID THE CRISIS:

  • If you no longer wish to attend an event due to concerns about COVID-19, this may be treated as a ‘change of mind’. You should contact the event organiser to see if you are entitled to a remedy such as full or partial refund, credit note or voucher.
  • If you have a health condition that means you are at higher risk, you should contact the event organiser to see if they will offer you a refund or a voucher for a later date.
  • Given the exceptional circumstances, the ACCC encourages all businesses to treat consumers fairly, including by offering refunds as a goodwill gesture where appropriate.

YOUR FLIGHT/CRUISE/TOUR IS CANCELLED AND YOU WANT A REFUND:

  • If your travel is cancelled the ACCC expects that you will receive a refund or other remedy, such as a credit note or voucher, in most circumstances.
  • However, if the event is cancelled due to government restrictions, this impacts your rights under the consumer guarantees.
  • You may still be entitled to a refund under the terms and conditions of your ticket.
  • You should contact the business directly to request a refund or other remedy such as a credit note or voucher.
  • The ACCC encourages all businesses to treat consumers fairly in these exceptional circumstances.

ARE YOU ENTITLED TO COMPENSATION FOR RELATED EXPENSE?

  • You should first approach the provider of the related service to see if they are prepared to offer a refund, replacement service or voucher.
  • You should also check whether you are covered under any travel insurance policy.
  • You may be entitled to compensation for these expenses under the Australian Consumer Law but this will depend on the specific circumstances. This is unlikely to be the case where the travel is cancelled due to government restrictions.

YOUR RIGHTS IF YOU WANT TO CANCEL TRAVEL DUE TO HEALTH AND SAFETY CONCERNS:

  • If you no longer wish to travel due to concerns about COVID-19, this may be treated as a “change of mind.”
  • You should contact the provider to see if you are entitled to a remedy such as full or partial refund, credit note or voucher.
  • If you have a health condition that means you are at higher risk you should contact the provider to see if they will offer you a refund or a voucher for a later date.
  • Given the exceptional circumstances, the ACCC encourages all businesses to treat consumers fairly.

Full Content: ACCC

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