Pharmacies not “worst offenders” in refunding crackdown


A CHOICE article labelling pharmacies among the “worst offenders” in failing to uphold Consumer Law was based on a small number

The AJP can reveal that a CHOICE article labelling pharmacies “among the worst offenders in Consumer Law spot check” is based on a finding of six pharmacies out of 120 non-compliant stores.

In February, NSW Fair Trading sent inspectors to hundreds of stores across the state in order to check up on each businesses refunding practices.

Under Australian Consumer Law, consumers are entitled to ask businesses for a replacement or refund if there is a problem with the product.

Of 561 stores, 120 (21%) were non-compliant with this law by refusing refunds on items.

More than half (57%) of non-compliant businesses were clothing stores, followed by discount stores (11%).

And while CHOICE announced in its headline: “Clothing retailers, pharmacies worst offenders in Consumer Law spot check”, just six pharmacies (or 5%) were part of the total 120 non-compliant stores.

This amounts to just over 1% of all businesses checked by NSW Fair Trading in the crackdown.

The Pharmacy Guild of Australia says it is important to note that this is just a small number of pharmacies, although those six pharmacies should still remember their legal requirements.

“Pharmacy businesses are obviously required to comply with consumer and fair trading legislation in all States and Territories, and the Guild certainly urges pharmacy owners to be aware of these requirements in relation to refunds,” a spokesperson told the AJP.

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2 Comments

  1. Ben Wishaw
    22/03/2017

    I have worked in several stores where the policy of the store is not to refund or replace until we find out from the supplier/manufacturer if we can get a credit. My Sample size is even smaller than the study in the article but seems to follow the trend

    • geoff
      25/03/2017

      Ben you need to point out to these pharmacies that they may be breaking the law and run risk of prosecution apart from being good customer relations…..maybe time they updated their policies as the law in NSW was changed a couple of years ago. Getting a credit from the supplier is good practice but NOT a requirement for a faulty product to be repaired, replaced or refunded by the retailer.

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