Your rights

Advance Personal Plan

An Advance Personal Plan is a legal document that you can use to plan for what happens if you can't make decisions for yourself, for example if you have an accident or become unwell.

Advance personal planning replaces enduring power of attorney in the Northern Territory (NT). It does not replace your will and only applies while you are still alive.

Make a plan

If you change your mind about your plan and are able to make decisions, you can create a new plan at any time.

It is your choice what you include in your plan, you can record:

  • an advance care statement, this will help other people make decisions for you based on your views, wishes and beliefs
  • an advance consent decision, a decision about your future care
  • a decision maker, to make decisions for you.

It can include decisions about:

  • your health care, including mental health care
  • lifestyle needs such as:
    • living arrangements
    • diet
    • entertainment
    • clothing
  • property or other finance matters.

You can include as much detail as you like. For instance, you may wish to only appoint a trusted decision-maker and not make any specific statements about your future health care or lifestyle needs.

You can appoint a trusted person to be your decision-maker.

This can be any of the following:

  • your spouse or partner
  • a relative or friend
    • if they are under 18 when you appoint them, they won't be able to make decisions for you until they turn 18
  • the Public Guardian
  • the Public Trustee.

You can appoint separate decision-makers for different purposes, for example you could appoint one decision maker for financial matters and another decision maker for all other matters.

To make an Advance Personal Plan follow the steps below.

Step 1. Fill in the form

Fill in the Advance Personal Plan form or call the Public Guardian and Trustee to have a copy posted to you.

Advance Personal Plan form PDF (153.8 KB)
Advance Personal Plan form DOCX (77.9 KB)

To help you fill in your Advance Personal Plan you can talk to:

  • anyone you want to be a decision maker about your views, wishes and beliefs
  • your family about what your plan says
  • your doctor or other treating health professional for medical advice.

Step 2. Get your plan witnessed

Get your plan witnessed by one of the following:

Step 3. Register your plan

Land Titles Office

If your plan includes a person who can make decisions about land you own, you must register the original with the Land Titles office and pay a fee.

Public Guardian and Trustee

You can register your plan at no cost with the Public Guardian and Trustee.

Fill in the application to register an advance personal plan form below.

Application to register an advance personal plan PDF (98.0 KB)
Application to register an advance personal plan DOCX (50.0 KB)

To register your plan, you must provide the original to the Public Guardian and Trustee.

Step 4. Update your health record

If your plan includes health care, you should:

  • provide a copy to relevant health professionals
  • upload a copy to your My health record.

If you don’t have a My Health record, you can register:

Step 5. Store your plan safely

Store your plan somewhere safe, such as with your will, and give a certified copy to:

  • anyone named as decision-maker
  • family
  • friends
  • carer.

Sharing your plan means others are aware of your plan in situations when you aren't able to tell them. Consider putting a notification card in your purse or wallet.

Step 6. When to update your plan

You should consider making a new plan if:

  • things change in your life
  • a person you previously appointed as a decision maker stops being a decision maker for you
  • your plans for the future change, for example if you make changes to your will.

More information

For general information about planning for your future health care, visit  Advance Care Planning Australia.


Bag searches in a shop

Shops will often display signs outside their stores saying you may be asked to show the contents of your bags before leaving the store. This is common in Australia.

The store sign must be clearly seen by customers before they enter the shop. If you don’t agree with the store policy then you should not enter the store. 

If asked, open your bag at the checkout so the operator can see inside. If you have items that you have bought from another store, make sure you have the receipt available.

Rules the traders must follow

There are some rules the trader must follow:

  • they can look in your bag but must not touch the contents or put their hand in your bag
  • a shop is private property, not a public place, so they can politely ask you to leave and refuse to let you buy anything if you don’t let them look in your bag
  • they can call the police if they believe you have stolen goods from the store.

Bag searches are not covered by the Australian Consumer Law. 

If you want to dispute a store’s claims, you should get legal advice

For more advice, contact NT Consumer Affairs.


Blow the whistle

If you think you have information on improper conduct or corruption within a Northern Territory (NT) public body, you can report it to the Independent Commissioner Against Corruption (ICAC).

Some examples of NT public bodies include:

  • government departments
  • NT police
  • local councils.

The Office of the ICAC is an independent body that investigates serious improper conduct within public bodies, and their officers.

The ICAC can give you protection against retaliation for making a complaint.

Go to the ICAC website for more information on:

  • what you can report
  • how to report it
  • protection.

Consumer guarantees under Australian law

When you buy goods and services, you automatically have rights.

These rights are called consumer guarantees under the Australian Consumer Law.

For more information, go to the Australian Consumer Law website.

If a good or service fails to meet a guarantee, you can exercise your rights against:

  • the business where you purchased them
  • in some cases, the manufacturer, who can provide a remedy.

When you have a problem with goods or a service, the type of remedy you can ask for depends on whether the problem is classed as:

  • a major failure or
  • a minor failure.

The time you have to reject the good or service is however long it would reasonably be expected to last.

What you're guaranteed

You're guaranteed the goods you buy are all of the following:

  • of acceptable quality
  • match the description, sample or demonstration model you were shown
  • are fit for their intended purpose
  • have clear title, unless otherwise stated
  • do not have any money owing on them
  • come with a right to undisturbed possession.

You're guaranteed the services you buy are all of the following:

  • provided with due care and skill
  • fit for purpose
  • completed within a reasonable time.

A manufacturer also guarantees the availability of spare parts and repairs, and that any warranty will be honoured.

Find out more if you have a dispute with a business.

Goods and services covered

Consumer guarantees apply to:

  • goods and services that cost less than $100,000
  • goods and services bought for personal, domestic or household use, regardless of price
  • vehicles and trailers.

Consumer guarantees don't apply to goods bought:

  • before 1 January 2011 - these are covered by previous laws
  • for your business that cost more than $100,000
  • in one-off sales by private sellers such as garage sales and school fetes
  • at auction where the auctioneer acts as agent for the owner
  • for on-sale or resupply
  • for your business to manufacture, produce or repair something else.

Consumer guarantees don't apply to services that:

  • were bought before 1 January 2011 - these are covered by previous laws
  • cost more than $100,000 and are normally for business use
  • are for the transportation or storage of goods for a business, trade, profession or occupation
  • are insurance contracts.

Major failure of goods or services

For a major failure, you can choose which remedy to take. The business does not get to decide.

Goods

A major failure with goods is when:

  • you would not have bought them if you had known about the problem
  • they're significantly different from the description, sample or demonstration model shown to you
  • they're substantially unfit for normal purpose and can't easily be made fit within a reasonable time eg. a raincoat that is not waterproof because it's made from the wrong material
  • they're substantially unfit for a purpose you told the supplier about and can't easily be made fit within a reasonable time eg. a car is not powerful enough to tow your boat despite you telling the dealer you needed the car to tow a boat
  • they're unsafe eg. an electric kettle with faulty wiring.

For a major failure with goods, you can:

  • reject the goods and get a refund
  • reject the goods and get an identical replacement or one of similar value
  • keep the goods and claim compensation for the drop in value caused by the problem.

Services

A major failure with services is when:

  • you would not have used the services if you had known the nature and extent of the problem eg. you would not have had a jacket dry-cleaned if you knew the dye would run
  • the services are unfit for their normal purpose and can't easily be made fit within a reasonable time eg. a carpet-cleaning service changes the colour of your carpet in some places
  • you told the business that you wanted a specific result but the service, and any resulting product, do not achieve that result
  • you told the business you wanted their service for a specific purpose but it did not achieve that purpose eg. if you tell a pay TV company you’re signing up to watch the football finals but they install the service after the finals are over
  • the supply of the service has created an unsafe situation eg. an electrician incorrectly wires wall sockets in your new kitchen.

For a major failure with services, you can:

  • cancel the service contract with the business and claim a refund or
  • keep the contract and claim compensation for the difference in the service delivered and what was paid for.

Minor failure of goods or services

If a failure of goods or a service is not major and can be repaired within a reasonable time, you can't reject the goods and demand a refund.

Goods

For a minor failure of goods, the business can:

  • provide a refund
  • replace the goods
  • repair the goods.

Read more about getting a refund and returning goods.

Services

For services, the business must fix the problem:

  • free of charge
  • within a reasonable time.

Read more about using service providers.

For more advice, go to the NT Consumer Affairs website.


Contracts

A contract is a legally binding agreement.

It can be verbal or written but it is better to have a written contract or agreement when you buy goods or services.

You can think of a contract as a bargain or deal involving payment of money in exchange for a good or service.

All of the following are examples of contracts:

  • a tenancy agreement between a landlord and tenant
  • a written policy between a person insuring their car and the insurance company
  • a mobile phone contract for a fixed term of one year
  • an agreement with a builder for building work to be done at a set price.

If you breach a contract

If you enter a contract you must hold up your end of the bargain.

If you don't you may be in breach of contract. A court may decide you should pay compensation to the other party.

Find out more about going to court and small claims.

Verbal contracts

Contracts do not have to be in writing. Unwritten contracts are usually enforceable by law.

However, if two people have a verbal contract it can be difficult to confirm terms and conditions if there is no witness to the agreement.

You should always get a written quote, especially when there are large sums of money involved.

Find out more about quotes and estimates.

Before you sign a contract

In most cases the law will assume that, if you have signed something, you have also read and understood it.

Before you sign a contract you should do all of the following:

  • don’t allow anyone to rush you
  • read all the small print
  • if there is anything you don’t understand, take the unsigned contract away and get some independent advice before you sign
  • never sign a contract with blank spaces - you should draw a line through the space and each party should initial any changes
  • understand exactly what you’re getting for your money, how the charges will be calculated and check the figures are correct
  • make sure any verbal agreements are included in writing
  • changes made at a later date or increased costs for extra work should be in writing and both parties should initial the changes
  • get a copy of the contract and store it in a safe place
  • all contracts, even those called ‘standard’, can be altered by you and the trader subject to mutual agreement.

For more advice contact NT Consumer Affairs.


Discrimination

Discrimination is when you are treated differently or unfairly because of a characteristic about you, such as your:

  • race
  • sex
  • age
  • religious belief or activity
  • impairment
  • parenthood.

It is against the law to do this in certain areas of life, such as your workplace, and when accessing goods, services and facilities. Read the Anti-Discrimination Act 1992.

Go to the Anti-Discrimination Commission website to find out more about:

  • what you can do if you are discriminated against
  • when and where it is unlawful
  • training staff on discrimination
  • preventing and managing discrimination.

Door-to-door selling and telemarketing

Door-to-door and telemarketing sales are two ways you can be sold a product or service. 

These types of sales are called unsolicited sales. They are covered by the Australian Consumer Law.  

As you do not initiate contact with the business as you normally would by entering a shop or buying online, you have extra protections when making purchases this way.

A sale is unsolicited when any of the following applies:

  • you are approached uninvited to buy goods or services - this can be over the phone, in your home and in other public places outside of the supplier’s premises
  • the value of goods and services are more than $500, or the price is not agreed
  • services are carried out, or goods are supplied to you, without you agreeing to buy or receive them.

Rules traders must follow

There are certain rules traders must follow when approaching you for business. 

You cannot be contacted during the following times:

  • on a Sunday or public holiday
  • before 9am or after 6pm (8pm for telemarketing) on a weekday
  • before 9am or after 5pm on a Saturday.

These hours apply to all door-to-door and telemarketing sales, regardless of the sale value.

A door-to-door salesperson must:

  • clearly tell you the purpose of the visit
  • produce ID
  • tell you that you can ask them to leave at anytime
  • leave the premises if you ask them to
  • explain your cooling-off rights if the goods or service cost over $500.

If you agree to buy

The telemarketer or salesperson must make sure you both sign the sales contract and give you a copy immediately if in person, or within five business days if over the phone.

The contract must be printed in plain, legible and clear language and state all of the following:

  • your cooling-off rights
  • the full terms of agreement
  • the total price or how this will be calculated
  • postal or delivery charges, if any
  • the supplier’s name and contact details, not just a PO Box number
  • the supplier’s Australian Business Number (ABN) or Australian Company Number (ACN).

It should also contain a notice you can use to cancel an agreement.

Cooling-off period

If you agree to an unsolicited agreement, you have 10 business days to change your mind and cancel the contract without penalty.

For phone sales, you must receive the written agreement within five business days. The cooling-off period begins on the first business day after you receive the agreement.

During the cooling-off period a business must not supply any goods or services, or accept any payment.

Cancelling an agreement

If you wish to exercise your right to cancel an unsolicited consumer agreement, print and complete the Australian Consumer Law cancellation notice PDF (110.5 KB) and send to the trader. 

Don't forget to keep a copy in a safe place.

You may also cancel an agreement up to three months after it was made if the supplier failed to:

  • visit within permitted selling hours
  • tell you why they were visiting you
  • produce identification
  • leave the premises if you asked them to.

The cancellation period is extended to six months if the supplier failed to:

  • provide information about cooling-off rights
  • failed to give you a written copy of agreement or didn’t provide enough information
  • supplied goods that cost more than $500 during the cooling-off period
  • or accepted or requested payment during the cooling-off period.

Unsolicited supplies

Unsolicited supplies are goods or services supplied to you when you have not agreed to purchase or receive them.

You do not have to pay for goods or services if you have not ordered them.

Find out more about receiving unsolicited supplies.

Reduce unwanted calls

You can reduce the amount of unwanted telemarketing calls and marketing faxes by getting on the Do Not Call Register.

Telemarketers and fax marketers are required by law to stop contacting you once you're on the register. 

If you have an existing relationship with a business, it can still contact you after you have registered, but you can advise them you do not wish to receive telemarketing calls or marketing faxes from them in the future.

Be aware that putting your number on the Do Not Call Register will not stop scam calls to that phone number. 

If you suspect an unsolicited phone call is a scam, you should hang up. Read more about scams.

Joining the Do Not Call Register is free and valid for the life of that number. It is managed by the Australian Communications and Media Authority.

How to join

Register your phone number on the Do Not Call Register website.

For more advice contact NT Consumer Affairs.


Gift vouchers

Gift vouchers are a popular present. They are often donated as prizes for fundraising events such as raffles and quiz nights by shops, restaurants, hotels, and tour operators.

Gift vouchers are a contract.

The person who receives the voucher has the right to receive goods and services to the value printed on the voucher. They are also bound by any conditions on the voucher.

The voucher should clearly state any conditions, such as all of the following:  

  • the value
  • the expiry date
  • any restrictions on its use, such as day of the week.

This prevents disputes between the voucher recipient and the trader, especially if there is no expiry date or conditions written on the voucher.

For more advice contact NT Consumer Affairs.


Lay-by agreements

Lay-by sales are contracts between a retail store and a consumer. The trader holds onto the goods while the consumer pays in regular instalments until the full price is paid.  

Terms and conditions

Stores must display their lay-by terms and conditions. Make sure you understand those conditions before you lay-by any goods.

The lay-by agreement must be in writing and state the terms and conditions. They should include all of the following:

  • the amount of deposit and the date you must pay it off by
  • the regular amount you must pay
  • their cancellation policy, which should include how much money they will keep if you cancel the lay-by, also known as the termination fee. 

You should make sure you keep the receipts each time you make a payment.

Cancellation policy

The store may cancel the lay-by if you don’t pay it off in time. They must write to you and give you 14 days to reply or pay the amount owing.

If you can’t afford to pay the full amount by the due date, phone the store to discuss. Most stores will come to an agreement for payment.

If you decide to cancel the lay-by the business must refund any money you have paid, minus any termination fee as specified in the lay-by agreement.

Cancellation of the lay-by should be the last resort.

For more advice contact NT Consumer Affairs.


Leasing a car

Leasing is a type of finance that may suit you if you regularly trade-in your car.

In a lease arrangement, the ownership of the car stays with the lessor or lender and the car is returned at the end of the lease term.

You can terminate the lease early by returning the car but there is a cost involved. This should be explained in the contract.

Conditions apply

Some leases have conditions that base the residual value of the car on the distance that the car will travel and on its condition.

If the car is not worth the estimated residual value at the end of the lease, then you may have to make up the price difference.

If you intend to get a car on a lease agreement, make sure that you are aware of any conditions.


Markets and pawnbrokers

If you are shopping at markets, garage and lawn sales, or second-hand dealers and pawnbrokers, you should be wary as you are usually not covered by any warranty. 

Warranty claims

Goods sold by second-hand dealers or pawnbrokers must not be faulty and should perform the service for which they are sold.

Although the dealer has an obligation to provide a warranty on some goods, you may not be entitled to a warranty claim if you should have found a fault by examining the item before purchase.

For second-hand goods you cannot expect the same warranty cover as for new goods.

Read more about warranties.

Hocking or pawning goods

You can get a secure loan through a pawnbroker by offering your property as collateral.

When hocking or pawning goods, you will need to produce proper identification and establish ownership of the goods.

The pawnbroker can't sell the goods until the agreed loan period has passed.

The law states that a record must be made of any goods pawned.

Signing a record

You must sign this record at the time the agreement is made and be given a copy.

This record must include all of the following:

  • a description of each of the goods to be pawned
  • the amount lent for each of the goods
  • the interest to be paid on the amount lent expressed - as a percentage rate, and as an amount in dollar terms to be paid for each week or month of the loan
  • the types of charges that are payable
  • the redemption period if it is longer than one month.

If you wish to extend the loan period you must sign an agreement with the pawnbroker to do so. A record of this agreement must provide information about the new dates, fees and charges and be part of the original loan record or be attached to it.

You can redeem the goods at any time during that loan period.

If the goods are not redeemed and then sold by the pawnbroker, you are entitled to any remaining money from the sale of the goods after the loan amount and other fees and charges are deducted.

You may collect this money up to 12 months after the sale of the goods.


Misleading and bait advertising

Traders can be imaginative when advertising and promoting their goods, but they have to ensure they are not misleading the consumer.

Misleading advertising is against the law.

Traders should do all of the following:

  • ensure advertised products are exactly as they have been described or promoted
  • specify defects when selling seconds or slightly damaged goods
  • must not imply endorsement, approval, performance characteristics or benefits their goods and services do not have.

Sale prices and discounts

Traders must ensure the impression they give of how the goods or services will be sold is factual.

If the store advertises a sale with 20% off everything, then that is what the customer has been lead to believe.

Low deposit or low repayment terms

Advertisements that show goods or services available at an attractively low deposit or low repayment terms must reveal the full price.

Bait advertising

Bait advertising happens when an advertisement promotes sale prices on goods that turn out to be not available, or available only in very limited quantities.

Customers are then directed to other goods that are at a higher price, or the same price but of a lower-quality, than the advertised goods.  

It is not misleading if the business clearly states in the advertisement that the goods ‘on sale’ are in short supply or only on sale for a limited time.

Traders are responsible for making sure there is an adequate supply of goods offered at a special price for a sale.

For more advice contact NT Consumer Affairs.


Price scanning

Electronic price scanners are used at the checkout in all major supermarkets, variety stores and hardware stores. 

You can also find them in smaller stores in the Northern Territory (NT).

Stores signed up to a code of practice

Some supermarkets are signed up to a voluntary code of practice that protects consumers where scanning systems are used.

In the NT, Woolworths is signed up to the code.

What the code means

Under the code, any price increases should be changed on the shelf labels first and then entered into the store’s computer system.

Any decrease in price should be entered into the computer system first, then the shelf price changed.

This system ensures items are always scanned at the cheaper price.

The code applies to all items sold by the trader, except all of the following:

  • liquor products
  • tobacco products
  • items which do not have a barcode
  • items where the shelf price is $50 or greater.

Errors in pricing

If an item scans at a higher price than is advertised on the shelf, under the code you are entitled to:

  • receive the item free of charge
  • receive the first item free of charge and the rest at the lower shelf price, if you have bought more than one.

If you discover the overcharge later you should take your receipt back to the store and speak to the manager.

If the trader is not signed up to the code, you should discuss the matter with the store manager.

Where a trader is found to be continually overcharging consumers at the checkout, NT Consumer Affairs may view this as misleading and deceptive. This is against the Australian Consumer Law.

Making a complaint

If you are not satisfied after discussing your issue with the store manager, you can contact either:

  • NT Consumer Affairs on 1800 019 319
  • or the Retail Council: Scanning Code Customer Service hotline on (02) 8823 3515.

Privacy: your rights

When you give your personal information to the Northern Territory Government, your privacy is protected under the Information Act 2002.

There are strict rules for how your information is collected, handled and managed.

For more information on privacy, go to the Office of the Information Commissioner website. You can find out about:

  • when and why information is collected
  • how it is used
  • how it is managed
  • what to do if you think there has been a breach of your privacy.

Quotes and estimates

Getting quotes and estimates for work or repairs around the home, or to electrical appliances, cars and motorcycles, can be very confusing.

It is important to understand the difference between a quote and an estimate.

There are some common traps you can fall into.

You might think you have a fixed cost, but when the account arrives it is far more than you expected.

Quotes

Quotes are used to fix prices for services, including parts and labour.

It is quite legitimate for a fee to be charged for a quote as preparing it can involve an item being pulled apart and tested.

The quote fee is usually taken off the amount if you decide to go ahead with repairs.

Most tradespeople will give you a quote unless they are unsure about the work or parts that are needed.

A quote is legally binding if it forms part of a contract.

A quote becomes a contract when the trader offers work for a fixed price and the consumer accepts the offer including the conditions of the quote.

Neither party can withdraw from or change the contract without the other’s consent.

Professionals like lawyers are sometimes unable to give a quote because the time or work needed is unclear.

Getting a quote

It is a good idea to shop around and get several written quotes for the work or services you need. Ask for recommendations from friends and family if they have had similar work done.

A quote should always be in writing and should include:

  • exact details of the work or service to be done
  • cost of labour
  • parts and materials to be used
  • how long the quote is valid for.

If you decide to go ahead with a quote after it has expired, check to see if it needs to be amended due to inflation or increases in the price of materials.

Remember a quote becomes a legally binding contract when you accept the offer made by the service provider.

Estimates

An estimate is often just an educated guess of the cost of work or repairs.

For example, if you need repairs to your car it can be difficult for a mechanic to know exactly what is wrong until the car is pulled apart.

However, they may give you a rough estimate based on what is most likely to be wrong.

An estimate is usually verbal but can also be in writing. They are given without knowing the exact extent of the work or the cost of materials.

Getting an estimate

Make sure you understand if the price is a quote or an estimate. Sometimes estimates can look like detailed quotes.

Check the document carefully and ask the trader if you are unsure.

If you go ahead with the work on the basis of the estimate you should:

  • get the trader to contact you when they know what the full extent of the work is and how much it is going to cost
  • give them a limit on what you are prepared to pay based on their estimation.

This gives you an option to agree a fixed price once the full extent is known, or stop the work from being done.

You should ask for a written quote once all the facts are known.

If you go ahead with work based on an estimate, you will have to pay the final amount even if it is more than the estimate.

There is no fixed-price agreement on an estimate as there is on a quote.

However, the final amount should not exceed the estimate by a huge amount. If it does, question it immediately.

Resolving disputes

You can't be charged for extra work not included in the quote unless you have approved it.

If you are charged more than the quoted amount, you should discuss it with the trader.

You can refuse to pay the amount in excess of the quote. The trader can then lodge a small claim to get you to pay the difference.

If the trader has your goods, they can refuse to give them to you. You can pay the account in full to get your goods back, and then try to recover the excess money through a small claims court.

Find out more about what to do if you have a dispute with a business.

Contact

For more advice, contact NT Consumer Affairs.


Receiving unsolicited supplies

Unsolicited supplies are goods or services supplied to you when you haven’t agreed to purchase or receive them.

You do not have to pay for goods or services if you have not ordered them.

Examples of unsolicited supplies are all of the following:

  • free product samples sent through the mail
  • door-knocking households and offering to clean windows as part of a free product demonstration
  • being sent books and DVDs.

It is against the law to be sent credit or debit cards unless they are a replacement, renewal or substitution for a previous card.

Returning unsolicited supplies

If you receive unsolicited goods or services that you do not want, the business must collect the goods within three months. 

If you write to the business to tell them you don’t want the goods, they must collect them within one month.

You can’t unreasonably refuse to allow them to collect the goods.

If you damage the goods during this time you may be liable to pay compensation.

If the supplier does not collect the unsolicited goods within one month you can keep the goods with no obligation to pay.

You are not entitled to keep the goods if they weren’t intended for you, for example, if the package was addressed to another person.

For more advice contact NT Consumer Affairs.


Removalists

If you are moving your household goods within the Northern Territory (NT) or interstate, you should have a moving plan that includes getting quotes, making an inventory and insurance. 

The Australian Furniture Removals Association (AFRA) sets professional standards in furniture removals and has information about the industry. 

Go to the AFRA website for a list of companies who are members of the association operating in your area, and a guide to help you plan your move.

Choose a removal company

It’s best to choose a removal company that is a member of AFRA. 

You should get any quotes in writing. Read more about quotes and estimates.

Your quote should include all of the following:

  • the full costs of freighting the goods
  • the pick-up date
  • delivery date
  • any storage costs
  • any other special instructions.   

Smaller transport companies are sometimes cheaper but goods are often offloaded to another carrier without your knowledge or approval.

Backloading companies are sometimes cheaper but goods are often kept in storage for a time before being loaded for their destination.

Make an inventory

Make a full list of goods that are being moved, including the number of boxes and their contents. Make sure both parties sign the inventory.

Get insurance

You should insure your goods. Accidents do happen, such as truck rollovers and floods. Or your goods could be lost.

When insuring your goods, you do not have to use the company recommended by the removalist. 

There are a number of companies that insure removals and you should get a few quotes.  

The cheapest quote may not be the best for you. 

Read the insurance policy carefully to make sure you are covered for everything you need. Check the excess you have to pay if you make a claim.

If you have valuable items, heirlooms or items that can’t be replaced, you should carry them with you when you travel if you can.

Get advice

You can call the Australian Furniture Removals Association on 1800 671 806 or go to the AFRA website.

For more advice contact NT Consumer Affairs.


Repair and service a vehicle

You should regularly maintain your vehicle to protect its value and make sure it is safe to drive.

Problems with your vehicle

If your vehicle develops a problem, what you can do depends on how you bought it.

If you bought a new vehicle and it is still under warranty, you should talk to the dealer.

If you bought a used car through a licensed motor vehicle dealer, you may have received a statutory warranty when you bought it.

If you bought through a private seller, you will have to pay to have the problem fixed.

How the statutory warranty works

Under a statutory warranty, the dealer must repair any defect if:

  • it happens before the vehicle has been driven 5,000km after the sale
  • or it happens within three months after you take possession.

The dealer must repair the vehicle to a reasonable condition for its age and distance travelled.

Statutory warranty does not apply in any of the following circumstances:

  • the vehicle is more than 10 years old
  • the vehicle has travelled more than 160,000km
  • it is a motorcycle that is more than 5 years old or has travelled more than 30,000km
  • the defect is a result of misuse or negligence.

Statutory warranty does not apply to some commercial vehicles of particular types, or vehicles sold under an unexpired manufacturer’s warranty.

Find out more about warranties.

Service your vehicle

New and second-hand cars should come with a logbook or owner’s handbook. The handbook will say when the vehicle should be serviced and what maintenance needs to be done.

To avoid breakdowns or expensive repairs in the future, you should follow the maintenance schedule for that particular make or model.

If the vehicle is still under warranty and you don’t follow the regular maintenance schedule set out by the manufacturer, you may void your warranty.

As long as a service is carried out in accordance with a manufacturer’s specifications you can use any mechanical repairer to service your vehicle. 

You don’t have to use the dealer you bought it from.

When you book a service, you should clearly explain the type of service you need. Be aware that there will be different costs for different types of services.

If you don’t have a logbook or handbook and you are not sure what service you need, ask the repairer to explain what is involved and how much each service costs.

Repair your vehicle

In the Northern Territory, repairers don’t have to be licensed to work on your vehicle, have specific equipment in their workshop, or employ only qualified tradespeople.

However, under Australian Consumer Law services must be carried out with due care and skill, and any material supplied must be fit for purpose.

Get a quote or estimate

Always ask for a cost estimate or a written quote to fix a problem with your vehicle. You may need to test drive it with the repairer, for example, to hear a rattle that only happens at a certain speed.

Sometimes the repairer will have to dismantle parts to diagnose the problem and prepare a quote. If you decide not to carry out the repair they are still entitled to charge a fee for the quote.

The repairs should not cost you any more than what is written in the quote.  A repairer can't charge you more than what you have agreed to in the quote.

If the repairer sees that additional work is required when carrying out the repair, then they should provide a quote to you, preferably in writing, before carrying out the extra work.

You should respond in writing whether you want the repair to happen at this time.

Read more about quotes and estimates.

If you are unhappy with repairs

If you are unhappy with repairs you can:

  • tell the repairer you are not happy - explain the problem and offer solutions to give them an opportunity to fix it
  • if you are still unhappy, put the problem and your solution in writing addressed to the manager - ask for a written response within a reasonable time frame.

You should keep records of all your correspondence, noting names of people you spoke to, dates and advice received.

If the problem is still unresolved, you can call Consumer Affairs on (08) 8999 1999 or 1800 019 319 for help. A fair trading officer will help try to reach a solution acceptable to you and the repairer.

Read more about disputes with a business.

For more advice contact NT Consumer Affairs.


Role of the Ombudsman NT

The Ombudsman NT is an independent organisation that resolves and investigates complaints about Northern Territory (NT) Government departments and authorities and local government councils.

The Ombudsman also oversees investigations into complaints about police conduct.

For more information, go to the Ombudsman NT website.


ShopNT app

ShopNT is a free Northern Territory Government app for your smart phone or tablet.

The app offers you advice on:

  • your rights as a purchaser
  • what to do about defective goods
  • how to be a wise shopper
  • tips for saving receipts
  • how to ask for refunds or deal with returns
  • understanding warranties
  • rules about lay-bys
  • valid proof of purchase
  • how to make complaints against retailers.

ShopNT also allows you to:

  • store your important purchase receipts
  • use the built-in template to write a complaint
  • set reminders of deadlines for lay-by purchases
  • create alerts for receipt expiry dates
  • know when your warranties are expiring.

How to get the app

The app is available for both Apple and Android devices.

Download the app for android from google play Download the app for apple from the App Store


Using service providers

Service providers are required to carry out their services with due care and skill under the Australian Consumer Law.

Find out more about consumer guarantees under Australian law.

This means they must:

  • use an acceptable level of skill and technical knowledge when providing the services
  • take all necessary care to avoid loss or damage when providing the services.

Services provided by professionals such as architects and engineers may be subject to different requirements.

Examples of service industries

Examples of service industries are:

  • gardeners
  • personal trainers
  • travel agents
  • furniture removalists
  • hairdressers
  • computer repairers
  • pest control operators
  • carpenters
  • drycleaners
  • cake makers.

Your responsibility as a consumer

Consumers have responsibilities too. You must do all of the following:

  • give clear and precise instructions about what work is needed
  • put your instructions in writing
  • be reasonable in your expectations when requesting particular work or materials
  • consider getting a quote and make sure any amendments are written down. 

Some service providers try to limit their responsibility by using signs or phrases such as:

  • no responsibility for loss or damage
  • goods left for repair at your own risk
  • all care but no responsibility.

These are misleading. Service providers cannot limit their liability under the Australian Consumer Law.

Problems with a service provider

You must be compensated for repairs or services not carried out with due care and skill. 

This applies to all service providers including repair shops, service centres and recreation centres.

NT Consumer Affairs can help with disputes when dealing with service providers.

Find out more about what to do when you have a dispute with a business.

For more advice contact NT Consumer Affairs.


Voting and elections

Voting in the Northern Territory (NT) is compulsory at all levels of government.

For information on elections for the Northern Territory Legislative Assembly or councils, go to the Northern Territory Electoral Commission website.

For information on Australian Government (Federal) elections, go the Australian Electoral Commission website.

The Australian Electoral Commission is responsible for the NT electoral role however you are able to enrol to vote or update your details from either the Northern Territory Electoral Commission website, or the Australian Electoral Commission website.


Warranties

A warranty is a promise that the goods sold or the services provided to you are of a certain quality and will do the job they are supposed to do. 

Find out more about consumer guarantees under Australian Law.

There are two types of warranties:

  • an implied or statutory warranty
  • a voluntary or express warranty.

If you have a problem with goods you have recently bought, you should go back to where you bought them and ask them to fix the problem.

Find out more about returns and refunds on goods.

Implied or statutory warranty

You are entitled to a statutory or implied warranty when you buy goods or pay for services from a registered Australian business.

Implied warranties are provided by the law.

They are separate from, and in addition to, any voluntary warranty provided by the seller or manufacturer.

Implied warranties give you the right to all of the following:

  • clear title to the goods
  • goods that match the description provided
  • goods that are of merchantable quality -  they must meet the basic level of quality and performance that you would expect from their price and description
  • goods that are fit for the purpose that you made known to the supplier
  • services that are carried out with due skill and care.

Some items come with a warranty, such as refrigerators, freezers, washing machines, dryers, computers, watches, televisions and MP3 players.

Others do not come with a warranty, such as clothing. However, if the stitching gives way on a clothing item you have just bought, you are still entitled under the law to your consumer rights, such as a refund, replacement or repair.

Voluntary or express warranty

You may also be protected by a voluntary warranty.

Voluntary or express warranties are offered by sellers and manufacturers.

Some are given unconditionally while others may be subject to time limits or conditions such as 'regular servicing'.

Sellers and manufacturers must stand by their warranties.

Sellers must not refer you to deal directly with the manufacturer.

When a warranty does not apply

You may not be entitled to make a claim under a warranty if you have:

  • misused the goods
  • or had them for a long time.

You may only be offered a partial refund.

If you buy goods second-hand, you can't expect them to be as good as new.

You can't expect inferior quality goods sold cheaply to last as long without faults as better quality goods.

Extended car warranties

Extended warranties can be bought from a licensed motor vehicle dealer when you buy a car. These warranties extend the period of cover beyond any statutory warranty that applies.

Read the policy carefully, as many of these warranties are only valid if you observe strict servicing conditions and generally only cover specific items.

Check out exactly what is covered and under what circumstances claims will not be accepted.

Audio visual equipment

Some brands are not able to be serviced in the Northern Territory (NT) and have to be sent interstate for repairs.

Some parts are not available in Australia and have to be sourced from overseas. It can take months for equipment to be repaired.

Sending your goods back

If you buy interstate or overseas, you may find you have to send the item back at your own expense under a warranty claim.

In most cases, the local dealer can't be expected to handle your warranty and deal with the manufacturer if you didn't buy from them.

If you have problems with goods you have bought interstate contact NT Consumer Affairs. They can put you in touch with a fair trading officer from that state.

For more advice contact NT Consumer Affairs.


Consumer Affairs

For help with consumer protection questions when you purchase of goods and services, deal with a residential tenancy or if you have a residential building dispute, contact Northern Territory Consumer Affairs.

Consumer Affairs is an independent office within the Department of Attorney-General and Justice. 

Go to the Consumer Affairs website.


Find the cheapest fuel

Fuel prices around the Northern Territory are published in real time on the MyFuel NT website.

To compare fuel prices or find the best fuel price near you, go to the MyFuel NT website.

For more information, go to the NT Consumer Affairs website or call 08 8999 1999 or 1800 019 319 during business hours.