The Australian Competition and Consumer Commission (ACCC) said Australians who have recently bought a new caravan are being urged to participate in the survey about possible consumer law issues in the industry.

Complaints to the ACCC have included retailers selling new caravans that do not meet consumer guarantees, and faults leading to disputes between manufacturers and retailers about which party is responsible for the cost of repairs.

ACCC deputy chair Delia Rickard said: “The caravan industry has experienced strong sales growth in recent years, and this is expected to increase as more Australians choose to travel domestically rather than overseas due to the ongoing pandemic.

“We are looking for further information from consumers and industry about the issues they have had with their caravans and their experience trying to get their concerns fixed.

“This information will help to inform our future work, including possible enforcement action.”

The commission said the surveys were a result of court proceedings initiated in 2017 by the ACCC against Jayco. 

The ACCC alleged that Jayco “acted unconscionably and made false or misleading representations to four consumers about their right to obtain a refund or replacement for their defective caravan.” 

It said that in late 2020, the Federal Court dismissed the majority of the ACCC’s claims although the court has since imposed penalties of $75,000 against Jayco for misleading one consumer about their consumer guarantee rights.

Ms Rickard said that the ACCC has a priority to empower consumers and improve industry compliance with consumer guarantees, with a focus on high value goods including motor vehicles and caravans.

“If you are a retailer of new caravans or a consumer who has purchased a new caravan, please take the time to complete the survey,” she said.

The ACCC has published separate surveys for purchasers and retailers of new caravans.

The ‘purchaser survey’ focuses on the sales process and whether consumers had any subsequent faults with their new caravans, and, if so, whether they were able to have these resolved under the warranty or the consumer guarantees under the Australian Consumer Law.

The ‘retailer survey’ focuses on any disputes with consumers about warranties and consumer guarantees, and whether retailers have had any indemnification disputes with manufacturers.

Both surveys are available at the ACCC consultation hub and will remain open until December 10, 2021.

By Neil Dowling