Territorians with disability

All consumers have rights when buying goods and services in trade or commerce. These rights also apply to disability-related goods and services and items or services bought with National Disability Insurance Scheme (NDIS) or other government funding.

Buying goods and services

When you buy goods or services, they come with automatic protections under the Australian Consumer Law (ACL) called consumer guarantees.

This means a business that sells goods must guarantee that their products are safe, work as they should, last a reasonable period of time and meet any additional promises made about the condition, performance and quality.

Businesses who provide services must also guarantee that they will provide their service with due care and skill. This means they must use an acceptable level of skill and technical knowledge when performing their services and complete them as per the agreed timeframe, or when one is not set, within a reasonable period of time.

If you pay for something and it doesn’t meet one of these consumer guarantees, you have the right to ask for a repair, replacement or refund. These rights apply regardless of whether you buy something in-store, online, at home or over the phone for your own use.

Anyone can experience issues with goods and services from time-to-time, however consumers with a disability can be particularly vulnerable or disadvantaged by poor business practices.

Learn more about your consumer rights on the Home care - know your consumer rights PDF (392.1 KB).

The ACCC also has some important consumer information here.

ACCC guides and information

The Australian Competition and Consumer Commission (ACCC) has a range of information that may be useful for consumers with a disability:

For consumers with disability:

ACCC your consumer rights: a guide for consumers with disability - pdf
ACL guide: your rights when you buy something (easy English) - pdf
ACCC consumers with disability - where to go for advice or complaints - pdf
ACCC hearing aids and devices - information to help make an informed choice - pdf
ACCC information for consumers with disability – pdf.

Complaints about the NDIA and individual service providers

NDIA - the National Disability Insurance Agency administers the NDIS. If you have a complaint about being accepted as an NDIS participant, decisions about reasonable and necessary supports or who is appointed as a plan nominee, you can make a complaint on the NDIS website. If you are unhappy with the response, you may lodge a complaint with the Commonwealth Ombudsman.

NDIS provider - if you have a complaint about your NDIS provider, you have the right to make a complaint. You can find further information in relation to making a complaint on the NDIS Quality and Safeguards Commission website.

Rights of people with a disability

You can find information about the rights of people with a disability in Australia by visiting the website of the Australian Human Rights Commission (AHRC). The AHRC is an independent government agency that promotes and protects human rights in Australia, including the rights of people with disabilities.

On the AHRC website, you can find a range of resources related to disability rights, including information about the Disability Discrimination Act 1992, which prohibits discrimination against people with disabilities in many areas of public life, such as employment, education, and access to goods and services. Learn more about your disability rights.

In addition, the Act protects people with disabilities who may be discriminated against because they are accompanied by an assistant, interpreter or reader; they are accompanied by a trained animal, such as a guide, hearing or assistance dog; or they use equipment or an aid, such as a wheelchair or a hearing aid.

General support for people with a disability

There are many government and non-government, national and Territory organisations that provide support and services for people with a disability. You can find out more by clicking the link for each organisation below:

National Disability Insurance Scheme: The NDIS provides funding and support to people with disabilities to help them live an ordinary life. The scheme provides funding for a range of services and supports, including assistive technology, home modifications, and support workers. You can contact them on 1800 800 110 or visit their website.

Australian Federation of Disability Organisations (AFDO): AFDO is a national organisation that represents the interests of people with disabilities in Australia. It provides information, advocacy, and support to people with disabilities and their families.

Australian Government Department of Social Services: The Department of Social Services provides funding and support to a range of disability services and programs across Australia. They also coordinate employment services for people with a disability.

Carers Australia: Carers Australia provides information and support to people who care for someone with a disability. They also provide advocacy and represent the interests of carers at a national level.

Carers NT: This organisation provides information, advice and support for carers of people with disabilities. They offer a range of services including counselling, respite care, and advocacy. You can contact them on 1800 242 636 or visit their website.

Disability Discrimination Legal Service (DDLS): DDLS is a free legal service that provides legal advice and assistance to people with disabilities who have experienced discrimination.

Darwin Community Legal Service: This legal service provides free legal advice and assistance to people with disabilities, including assistance with disability discrimination matters. You can contact them on 08 8982 1111 or visit their website.