Extra Cover Plans

Summary of the consumer's relevant rights and remedies under the ACL.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (“ACL”). You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The Australian Consumer Law (“ACL”) protects consumers by automatically giving them basic, guaranteed rights for goods they purchase (“Consumer Guarantees”) at no charge. For example, the ACL requires that, taking account of the nature of goods, the price, any representations made by the supplier or manufacturer and other relevant circumstances, the goods must be free of defects, do what they are meant to do, be safe, durable and acceptable in appearance and finish, be fit for any particular purpose that the consumer makes known and comply with any description given or any demonstration model used.

In the event of a breach of a Consumer Guarantee where there is a major failure of the goods, consumers are entitled to reject the goods and choose a replacement or refund and claim compensation for any reasonably foreseeable loss or damage suffered by consumers as a result of the failure. Where the failure does not amount to a major failure, consumers are entitled to have the supplier repair or replace the goods (at the supplier’s choice). Whether a specific failure breaches a Consumer Guarantee and a consumer is entitled to a remedy under the ACL will depend on the circumstances.

Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect in the circumstances, given factors including the cost and quality of the goods, the use made of the goods or any representation made by the supplier or manufacturer. Consumer Guarantees may continue even at the expiry of the Manufacturer’s warranty for the goods or this Extra Cover Plan. The exact amount of time that Consumer Guarantees last in the case of a specific purchase varies depending on the circumstances.

Consumers with a claim for breach of a Consumer Guarantee should contact the supplier of the goods at first instance. If you are unable to reach resolution with the supplier as to the remedy, you should seek independent advice and/or contact the ACCC or your state/territory fair trading body.

*See Extra Cover plans

Additional benefits under the Extra Cover Plan not available under the ACL.

We appreciate that you may want the certainty of knowing that if products you buy are faulty they are covered for a specific time period.

When you purchase the Extra Cover Plan, you are obtaining certainty as to the period of coverage and the remedy you will receive and the convenience of having the repair and/or the replacement process managed for you by the Extra Cover Administrator under the Plan.

You will be entitled to the benefits set out below that are not available under the ACL, subject to the Terms of your Plan:

  • Certainty as to the exact period of cover
  • Convenience of having dedicated operational and technical staff to manage the repair and/or replacement process
  • Specified days for repair time guarantee
  • Availability of a loan product
  • Toll-Free technical assistance

A comparison of the rights and remedies available under the ACL and the features provided by the Extra Cover Plan.

The following table is a summarised comparison of Consumer Guarantees and the protections offered by this Extra Cover Plan. Please note that this table is a summary only and is not a substitute for obtaining legal advice on the ACL and reading the full Terms and Conditions of the Extra Cover Plan contained in this document, as certain limitations and exclusions apply in certain circumstances, including an exclusion if you fail to use your appliance in accordance with the Manufacturer’s care instructions or if the appliance is accidentally damaged. In addition, you can visit www.accc.gov.au for more information on the Consumer Guarantees. Please note that, in addition to the protections below, you may have additional rights against a Manufacturer under a Manufacturer’s Warranty.

ProtectionACL rights and remediesBenefits of the Extra Cover Replacement PlanBenefits of the Extra Cover Repair Plan
Am I protected if the product is defective? Protection where the product is not of 'Acceptable Quality', 'Fit for Purpose', or does not 'match the description'. This includes protection against defects such as Mechanical or Electrical Fault. Protection against Mechanical or Electrical Fault. Protection against Mechanical or Electrical Fault.
How long does the protection against defects last? A reasonable period from the date of delivery until the defect becomes apparent. What is reasonable will depend on the circumstances including nature of the goods,the price, the way they are used and any statements or representations made about the goods. In certain circumstances, taking into account the factors listed above, this reasonable period may cover the period of time that protection is available under the Extra Cover Plan. The number of years (beyond the Manufacturer’s Warranty) shown in the Extra Cover Plan. The number of years (beyond the Manufacturer’s Warranty) shown in the Extra Cover Plan.
What remedies are available if the product is defective? Repair, refund, replacement and/or damages for consequential loss. The exact remedy will depend on the specific circumstances. Automatic replacement to a maximum of the original purchase price. Automatic repair or replacement if the Product is uneconomical to repair. No Lemon Guarantee – Automatic replacement if your Product requires more than 3 repairs.
Who is obliged to provide the remedy for a defective product? Supplier (if seeking a repair, refund or replacement; or claiming damages). Manufacturer (if claiming damages). Supplier via Extra Cover Administrator. Call 1800 465 713. Supplier via Extra Cover Administrator. Call 1800 465 713.
Cost of coverage? No cost. The cost of the Plan. The cost of the Plan.
Is a Technical Assistance Helpline available to help with my product? Not required under the ACL but some Suppliers and Manufacturers do provide a helpline. Yes Yes
Is a loan Product available whilst my product is being repaired? No. However, if you decide to organise and obtain a loan product from a rental company or other company, the cost you incur may, in certain circumstances, be recoverable as a consequential loss caused by the defect. Not applicable as Product is replaced. Yes, a loan Product will be provided if the repair period takes longer than 10 days.
Is there a guarantee that any repair will be carried out in a reasonable time? The Product must be repaired within a reasonable time or you are entitled to a replacement or a refund. Not applicable as Product is replaced. Your Product will be replaced if repair takes longer than 30 days.
What happens if I receive a remedy for a defective Product? Any repaired Product continues to be covered. Any replacement Product will also be covered. If you receive a replacement Product or payment the Extra Cover Plan ends. Any repaired Product continues to be covered until the Extra Cover Plan ends.

The ACCC's contact details

Australian Competition and Consumer Commission:

1300 302 502

Indigenous Infoline: 1300 303 143