ࡱ> a +bjbjxx 86N\N\#<<f $`  UUU"UUUqmK3R "60f+F((Dq(q`U Uf(<> z: Video transcript: Consumers with a disability your consumer rights Title: Consumers with a disability your consumer rights Music: Playful music plays in the background Length: 4:53 minutes Transcript begins Description: Video is animated. A woman is casually lounging on the couch. Her pet cat is grooming itself next to her. The woman is looking at three video thumbnails and words appear below: Choose a chapter or wait for the video to start. After 10 seconds, the video starts to play. A male voice is narrating. Voice: If you have a disability and buy products or pay for services, this video is for you. Description: A TV screen shows which says Chapter 1, Buying goods or services Voice: Chapter 1, Buying goods and services Description: The woman is seen walking to a counter with a box. The counter has a sign on it which reads Consumer guarantees. Voice: The Australian Consumer Law provides you with automatic consumer guarantees to make sure you get what you paid for. Description: The video zooms in on the woman and the sign which also reads Protections. Three symbols appear. One is a wrench that reads Repair, the second is two boxes with arrows indicating a swap that reads Replacement and the third is a money bag with an arrow circling it that reads Refund. Voice: If you pay for a product or service and there is a problem with it, you have the right to a remedy. Consumer guarantees protect you when you buy products or services [Description: Scene goes to blank and graphics pop up as voice says] in shops, online, over the phone or through a service provider. Description: The cat is on the counter grooming. It watches words describing services pop up as the voiceover speaks. Voice: This includes disability services such as physical therapy, home or vehicle modifications and wellbeing services. It makes no difference whether you paid for the product or service yourself, through the NDIS, or your state or territorys disability support system. Any product or service bought for personal use is covered by Consumer Guarantees. Description: Screen goes to blank yellow background and graphics appear as the voice over speaks. The graphics show a wheelchair, hearing aid, prosthetic leg and electronic tablet. Voice: These Consumer Guarantees ensure that: - Products are of acceptable quality; that is, they are [Words appear on screen as spoken] safe, durable and without fault. - Products match their description, or any sample or demonstration model. - Products and services are fit for any purposes [graphics spread out and labels appear indicating descriptions of the items] that you made known to the seller. - Services will be provided with due care and skill [graphic labels disappear again and the items turn into boxed items] and delivered within a reasonable time [boxes are stacked an move off screen]. Description: We are back to woman on the couch. Voice: If any products or services you pay for are not up to scratch you are entitled to a remedy. [A thought bubble appears as the woman thinks of an electronic tablet that is cracked and broken, she shakes her head] The remedy you receive depends on whether the failure is major or minor. [The cat jumps on the bubble and the woman smile and pats it.] Description: A TV screen shows which says Chapter 2, Be a smart shopper Voice: Chapter 2: Be a smart shopper. Description: The woman is shopping. She is in front an aisle of various items and has an identical item in each hand, weighing them up. Voice: Before you buy products or services you can also protect yourself by being a [Flashing sign appears] smart shopper. Description: Screen goes to blank dark blue and words appear as the voice speaks. Voice: Always do your research first. Compare offers, ask questions, read independent online reviews on the product or service provider and take your time to make the right purchasing decision. Description: The woman is on the couch, speaking on the phone with a concerned expression. Voice: Its also important to remember that there are rules for people on selling products or services to you at your front door or over the phone. Description: We see a man in with a briefcase approach the outside of a home and knock. Words appear as the voice speak. Voice: They cant call or knock on your door during certain times, like on a Sunday or late at night, and you always have the right to say no or ask them to leave. Description: The woman is on the couch. In her thought bubble she is buying a box from the man with the briefcase. Voice: If you do buy something, you have 10 business days to change your mind. Description: We see a man in with a briefcase approach the outside of a home. He sees the sign on the door and leaves. Voice: If you dont want salespeople knocking on your door, put up a Do Not Knock sign. You can get these signs from the ACCC website or your local consumer protection agency. Description: In the next screen, there are lots of papers. Some say bank statement, receipt or contract. Voice: Keep the proof of purchase, such as receipts, bank statements or contracts. [A hand appears with a phone and takes photos of the receipt] Its a good idea to take a photo of receipts on your phone for safekeeping. Description: All papers but the contract slide away. Words appear as the voice speaks. Voice: Before signing a contract, you should: read it carefully, understand what it means for you. This includes: understanding what you have to do, what the business must do for you, how and when you have to pay and when the contract ends. Description: The cat appears and puts dirty paw-prints all over the contract. Voice: Never sign a contract you are not happy with or dont completely understand. Some contracts are very complex and you may need legal assistance. Description: The contract slides away and a paper with the title Warranty appears with 12 months written on it. A box also appears. Voice: Sometimes products or services come with a warranty. Description: The warranty page turns and the title becomes Extended warranty. The box has dollar signs on it. Voice: A business might ask if you want to pay more so that you are protected for a longer period of time [The 12 months tag becomes 24 months]. This is known as an extended warranty. Description: A blank blue screen appears with the title Do you want an extended warranty?. Words appear as the voice speaks. Voice: If you are offered an extended warranty always ask: What extra protection does it offer above my consumer guarantees? Description: The woman is standing and holding a contract. The words Take your time, Ask questions, Be a smart shopper are ticked off as the voice speaks. Voice: Consumer guarantees are often enough protection without paying extra, so always check. Description: A TV screen shows which says Chapter 3: How to Complain Voice: Chapter 3: How to Complain Description: We see the cat scratching on a post amongst a big playset Voice: As a consumer you have the right to complain if something you pay for is not what you expected. Description: The woman is on the couch, speaking on the phone with a concerned expression. Voice: If you are not happy, speak up. Contact the business you bought the products or services from. Description: We see a hand holding a phone and an screen with an email on it. Voice: Keep a record of your conversation or email. Description: The woman is holding a box and speaking with the man with the briefcase. They are smiling and nodding as they speak. Voice: Most businesses will help you straight away. Minor problems with a product should get you a free repair. If the problem is major or cant be fixed, you can choose a replacement or get your money back. Description: A man in overalls is painting half the screen in an aqua colour, then walks off suddenly. The woman appears and looks concern. She points to the wall and the painter comes back to resume painting. Voice: If you have a minor problem with a service, you can ask the business to fix the problem for free. If they do not fix it or do not fix it within a reasonable time, you can get someone else to fix it and claim the cost from the business. Description: A contract appears. Voice: If there is a major failure with a service, you can cancel the contract and get some or all of your money back, depending on the circumstances. Description: The woman appears with arms crossed, looking unhappy. Voice: If youre not happy with the businesss response, then it is your right to take matters further. Do this by contacting your state or territory Consumer Protection Agency. If you need help doing this: ask someone you trust. Description: The sign with Consumer guarantees, protections appears and the woman looks happy. Voice: Remember, it is your right to complain under The Australian Consumer Law. Description: A plain screen appears with the Australian Consumer Law logo and accc.gov.au/disabilityresources Voice: If you have further questions or wish to find more information about your consumer rights, contact your local Consumer Protection Agency using this link Transcript ends EL~  h i j c e f n  } ~ GHI!"#[c?bKlm 46mA89:G>?TDc%M Ih(ZhwhDh9Hhd(heO hu !hu !h:hu !VE j f  I9#n6fBgdu !gdd(gd::?TDc%M-L 8!t!!gdwgdd(gd9H,/OP]^_`4567KLTi F @!!]""""""e#n####2$$$$$%%%%j&D'0(Y(() )5)))***~****+6+7+>++++++ hEhEh,xhhe)Dh+Ahxh(Zhwhd(S!U"""#f##*$$$%% &j&<'0(Q((-)*v**7+++++gdEgd,xgd+Agdd(6&P 1h:p%. 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