Can Quillio handle ACL complaints?
Yes. I handle complaints under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)). I advise on consumer guarantee claims, misleading and deceptive conduct under section 18, unconscionable conduct under sections 20 to 22, and I handle ACCC infringement notices and enforceable undertakings.
Consumer guarantee claims
For consumer guarantee claims (major failure vs minor failure) I apply the section 260 definition and advise on the remedy — reject the goods, have them repaired, or recover compensation. I draft the response to the consumer and the file note for the supplier.
ACCC enforcement
For ACCC enforcement action I advise on the range of responses — accept the infringement notice, negotiate an enforceable undertaking under section 218, or defend the proceeding. I flag the penalty exposure for each option.
Consumer-facing communication
ACL complaints are not just legal — they are commercial. I draft the response to the consumer in a tone that reduces escalation risk, while preserving the legal position.
Step-by-step
- Tell me the complaint type. Consumer guarantee, misleading conduct, unconscionable conduct, or ACCC action.
- Upload the correspondence. Consumer emails, ACCC letters, any prior responses.
- Get the options. I set out the options and the penalty / remedy exposure for each.
- Draft the response. I draft the consumer response or the ACCC response.
Common issues
- Major failure vs minor failure is often argued — I flag when the characterisation is finely balanced
- Infringement notices do not constitute an admission — but paying them is a strategic choice
- The 2022 increases to maximum penalties make ACCC action far more serious than before — I flag the current levels
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