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            To complain about an
          e-commerce/online sale or transaction

          If the business is in Australia, you should contact your State or Territory Consumer Affairs or Fair Trading agency for advice about your complaint (click below on your state/territory for further information).

          VIC NSW QLD SA WA  TAS ACT NT


          Or you can contact the appropriate industry dispute resolution agency where there is one
          (check the categories on our site).

          You may also find the 'Australian Guidelines for Electronic Commerce' useful. They seek to promote consumer confidence in electronic commerce, by providing guidance to businesses on how to deal with consumers when engaged in business-to-consumer electronic commerce. The guidelines update and replace the Australian E-Commerce Best Practice Model, which was released by the Australian Government in May 2000. You can access them on the Commonwealth Treasury's website here.


          If the business is based overseas, it is likely to be much harder to have your complaint resolv
          ed. However the following international initiative may help:


          econsumer.gov

          The econsumer.gov site provides some suggestions about how you can go about resolving an ecommerce complaints.

          Online shopping information from the Australian Competition and Consumer Commission (ACCC)

          You can also contact the Consumer Affairs/Protection agency in the country where the company is located. Here are some sources of that information:

          International Consumer Protection and Enforcement Network
          United States Consumer Affairs agencies

          From Consumer World website

          And, if you paid by credit card, you can ask your bank to cancel the transaction and reverse the payment to the company. Banks' policies on this vary, so you will need to check.



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