Now you’re the service provider – Fair Trading for your clients


With the NDIS rolling out across Australia, this brings significant change for people with disability and the disability sector. Until now, the government has provided or funded services directly to people with disability. The government is now providing individualised funding for people with disabilities through the NDIS. As a result, people with disability will be responsible for buying products and entering into contracts and services agreements with service providers.

This will be a new experience for many of the people you are supporting. They may not have developed the skills and confidence necessary to make informed decisions in this marketplace. Therefore, it is your responsibility to know about your clients’ consumer rights, for their protection as well as your own.

Fair Trading, in collaboration with the Australian Competition and Consumer Commission (ACCC), is providing a community education project on what protective actions individuals can take to protect themselves, including what to look out for and how to complain if something goes wrong.

Fair Trading and ACCC resources include:

  • This Industry Guide is targeted at businesses supplying goods or services to consumers with disability to understand their obligations.
  • Available in Braille. Contact Fair Trading for a copy.
  • This Easy English Guide explains consumer rights clearly, including numerous pictures. This guide is suitable for consumers with an intellectual disability.
  • Available in Braille. Contact Fair Trading for a copy.
  • Available in Spanish, Italian, Greek, Arabic, Hindi, Vietnamese, Chinese and Tagalog/Filipino.
  • This guide is for consumers with disability, support networks and carers. This is a more detailed guide and uses examples that are relevant to consumers with disability.
  • Available in Braille. Contact Fair Trading for a copy.
  • Gives a brief overview of consumer rights for consumers with disability.
  • Available in a range of accessible formats online.
  • An educational, animated video for consumers with disability (Easy English) that is clear and easy to understand.
  • It has been prepared with the assistance of consumers with disability.
  • An educational, animated video for consumers with disability
  • Aims to help consumers with disability make informed purchasing decisions and understand consumer rights under the Australian Consumer Law.

NSW Ombudsman resources:

  • This video is used to train frontline staff in NSW Government and disability sector organisations to better handle complaints from people with a disability

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