The Voluntary Jewellery Industry Code of Conduct has been adopted nationally by members of the Jewellers Association of Australia Limited to outline principles for fair trading for the jewellery industry. The Code also aims to encourage ethical competition between businesses.

A consumer has the right to expect that goods will be of acceptable quality in regards to the price and description of the goods. 'Acceptable quality' means that the goods will be safe, durable and free from defects. A business must not falsely state that goods are of a particular standard, quality, value or grade. Goods must be suitable for their intended purpose.


A business must not make false or misleading statements about the value of the jewellery.


Consumers have the legal right to receive accurate information about any product they want to purchase. Jewellers cannot promote closing down sales, liquidation sales, clearance sales or fire sales unless it is a factual representation.

Businesses must be able to substantiate any discounts advertised as genuine.

Resolving disputes

If you have a problem, you should contact the store manager first, in writing. Include information such as: what is the problem, what you feel is satisfactory to resolve the issue and outline a timeframe of 5 to 10 working days to receive a written response from the Business.

If a store fails to resolve a complaint, you can lodge a complaint with NSW Fair Trading.

The Jewellers Association of Australia Limited

The Jewellers Association of Australia Limited (JAA) represents and protects the interests of the jewellery industry and consumers. JAA provides information for consumers including: caring for jewellery and choosing a jeweller. Consumers can also search the JAA membership directory to find out if a jeweller is a member of the association.

If you have a complaint relating to a technical issue and you’ve confirmed that the jeweller is a member of JAA, you can lodge a written complaint.

Complaints can be lodged in writing to:

The Jewellers Association of Australia Limited (JAA)
Level 35, One International Tower, 100 Barangaroo Ave
Sydney NSW 2000

Or through the JAA online complaint form.

Consumers can lodge a complaint with NSW Fair Trading if:

  • a complaint lodged with JAA was not resolved
  • the jeweller is not a member of JAA, or
  • the issue does not relate to a technical issue.
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