Consumer Safety Alert: Unsafe Products and Online Retailer Referrals
A product safety policy is a formal set of standards and procedures that retailers commit to in order to protect consumers from dangerous, counterfeit, or substandard goods. For online retailers, having a clear safety policy isn’t just good practice—it’s a legal obligation under Australian Consumer Law and an expectation that separates trustworthy businesses from risky operators. Recent action by Choice, Australia’s consumer advocacy body, has highlighted how many online retailers still fall short of these standards, exposing thousands of Australian shoppers to potentially hazardous products.
Choice’s investigation uncovered unsafe products being sold through major online platforms, ranging from electrical items that failed safety standards to children’s toys containing harmful materials. According to the Australian Competition and Consumer Commission (ACCC), consumer complaints about product safety have increased by 23% over the past two years, with online purchases accounting for a growing share of these incidents (Source: ACCC). The stakes are high: unsafe products don’t just waste your money—they can cause injury, illness, or property damage.
This post unpacks what product safety policies actually mean, how to spot dangerous goods before you buy, and what to do if you’ve already received something unsafe. Whether you’re a regular online shopper or a business owner trying to stay compliant, understanding these issues matters.
What is a product safety policy and why do online retailers need one?
A product safety policy sets out how retailers source, test, store, and handle products to ensure they meet legal safety standards before reaching customers. For online retailers, this policy is essential because they’re the gatekeepers between manufacturers (many based overseas) and Australian consumers who rely on them to do their due diligence.
Under Australian Consumer Law and the Competition and Consumer Act 2010, retailers are legally responsible for selling safe products. This means they can’t simply shift blame to suppliers or manufacturers if something goes wrong. A robust safety policy demonstrates that a retailer has put systems in place to catch problems early. Retailers operating without clear policies invite both legal liability and reputational damage.
For consumers, knowing a retailer has a documented safety policy provides confidence that products have been checked. Many leading online retailers publish their safety policies on their websites. If a retailer can’t clearly explain how they vet products or dismiss safety concerns, that’s a red flag.
How can consumers identify unsafe products before making a purchase online?
Spotting unsafe products online requires attention to detail and a willingness to ask questions before you pay. Start by checking product reviews, but read carefully—look for safety-related complaints, not just subjective opinion. If multiple reviewers mention burning smells, overheating, skin reactions, or durability issues that suggest the product might break dangerously, take those seriously.
Check whether the product carries relevant Australian safety certifications. Electrical items should have RoHS compliance marks or Australian-approved certifications. Children’s products need to meet strict standards; look for statements confirming compliance with AS/NZS standards relevant to that product category. If the listing doesn’t mention certifications and you can’t find them easily, ask the retailer directly before purchasing.
Examine the retailer’s contact details and returns policy. Legitimate businesses provide clear contact information, a physical address (not just a PO box), and straightforward returns processes. Check how long the retailer has been operating and whether they have a visible safety policy linked from their homepage. Industry data suggests that retailers with published safety policies experience 40% fewer complaints about defective goods than those without (Source: Choice, 2024).
For instance, if you’re buying a kitchen appliance from an unfamiliar online store, verify that the retailer is registered with ASIC, confirm the product manual is available in English with clear safety warnings, and check whether the item comes with a warranty backed by an Australian entity. Don’t assume that a low price is worth the risk if safety documentation is missing.
What are the key differences between retailer safety policies and government regulations?
Government regulations, enforced by agencies like the ACCC and state fair trading offices, set the minimum legal standards that all retailers must meet. These regulations are mandatory and apply equally whether you’re a small online seller or a major chain. They cover everything from electrical safety to toy standards, and breaching them can result in fines, product recalls, or prosecution.
Retailer safety policies, by contrast, are internal processes that go above and beyond legal minimums. A good retailer policy might include third-party testing of samples before products are listed for sale, supplier audits to verify manufacturing standards, and customer notification systems if a safety issue emerges after purchase. These aren’t legally required in every case—but they protect both the retailer and the consumer.
Think of regulations as the floor and retailer policies as the walls and roof. Government regulations ensure dangerous products don’t enter the market at all. Retailer policies add extra layers of protection and show that a business takes safety seriously beyond mere legal compliance. When a retailer’s policy is weaker than regulations require, or absent entirely, it’s a breach of both law and consumer trust.
What steps should you take if you receive a unsafe product from an online retailer?
If you receive an unsafe product, your first step is to stop using it immediately. Don’t try to repair it yourself or give it to someone else. Document the problem with photos and written descriptions of what makes it unsafe—overheating, sharp edges, chemical smell, broken safety features, or anything else that poses a risk.
Contact the retailer with your evidence and request a refund or replacement. Provide a clear, factual account of the safety issue and reference the relevant policy document if you’ve found one. Give them a reasonable timeframe to respond, typically 7–10 business days. Under Australian Consumer Law, you have the right to a refund if goods are unsafe, faulty, or not fit for purpose, and online retailers can’t refuse refunds simply because you’ve opened the packaging.
If the retailer doesn’t respond satisfactorily, escalate the complaint to your state’s fair trading office (in NSW, that’s Fair Work Ombudsman’s consumer section) or the ACCC. You can also lodge a complaint with Choice, which uses aggregated reports to identify problem retailers and unsafe products. This data feeds into Choice’s investigations, like the recent review that prompted calls for stricter online retailer accountability.
For serious safety hazards—such as products that could cause electrical fire, toxic exposure, or injury—consider reporting directly to the ACCC’s product safety hotline. If a product causes actual harm, document medical advice and keep records of all communication with the retailer and authorities. This supports any potential claim for compensation and helps prevent others from being harmed.
Your actions matter. When enough consumers report the same product or retailer, regulatory bodies take notice and can issue recalls, warnings, or enforcement action. Staying silent means others face the same risk you did.
Product safety policies exist to bridge the gap between consumers’ reasonable expectations and the reality of a complex, global supply chain. By understanding what these policies should include, knowing how to spot red flags before you purchase, and taking action when things go wrong, you protect yourself and send a message to retailers that safety standards matter. Australia’s online retail landscape is competitive and growing fast—but it should never come at the expense of consumer safety. If you’ve encountered unsafe products or want to learn more about your consumer rights, visit the ACCC website or lodge a complaint with your state’s fair trading authority.