Stage Four Business Training and Guidance - Minimum 5 Staff Members

Australian Consumer Law and Office of Fair Trading Guidance, Minimum 5 Staff Members

Introduction:

This training program equips businesses with the knowledge and tools to navigate the Australian Consumer Law (ACL) effectively. By understanding consumer rights and obligations, businesses can build trust, minimize legal risks, and foster positive customer relationships.

Course Objectives:

• Gain an understanding of key consumer guarantees under the ACL.
• Learn how to comply with ACL requirements in areas like product safety, advertising, and contracts.
• Develop effective strategies for handling consumer complaints and resolving disputes.
• Understand best practices for clear and accurate communication with consumers.
• Identify situations where seeking legal advice is recommended but sometimes not necessary..

Course Outline:

• Module 1: Demystifying the ACL:
  • Overview of the ACL and its core principles.
  • Consumer guarantees: acceptable quality, fit for purpose, matching descriptions, warranties.
  • Business obligations: safety, fair trading, pricing, and contract terms.
• Module 2: Putting the ACL into Practice:
  • Managing consumer complaints effectively.
  • Offering fair remedies (repair, replacement, refund) for breaches of guarantees.
  • Avoiding misleading or deceptive conduct.
  • Crafting compliant contracts and marketing materials.
• Module 3: Communication and Dispute Resolution:
  • Strategies for clear and transparent communication with consumers.
  • Utilizing the ACCC complaint process and alternative dispute resolution methods.
  • De-escalation techniques and fostering positive customer interactions.
• Module 4: Recognizing When to Seek Legal Advice:
  • Identifying complex consumer law issues.
  • Navigating court appearances and legal representation.
  • Building a relationship with a qualified lawyer.

Target Audience:

• Business owners, managers, and sales staff.
• Customer service representatives.
• Marketing and advertising professionals.
• Anyone involved in interacting with consumers.

Benefits of Attending:

• Gain confidence in complying with the ACL and minimizing legal risks.
• Improve customer satisfaction and brand reputation through fair practices.
• Develop clear and effective communication skills for resolving consumer disputes.
• Proactively identify potential issues and implement preventative measures.
• Receive practical tools and resources to ensure ongoing ACL compliance.

Additional Information:

• The training can be customized to address specific industry needs and business challenges.
• Interactive sessions, case studies, and role-playing exercises will be used to enhance learning.
• Participants will receive comprehensive training materials for future reference.

By investing in this training, businesses can build a strong foundation for ethical and compliant consumer interactions, fostering long-term success in the Australian market.