Products such as refrigerators, washing machines, clothes dryers, dishwashers, stoves, microwave ovens and range hoods are whitegoods. Smaller electronic goods such as vacuum cleaners, toasters, kettles and irons are not classified as whitegoods.
Air-conditioners that require installation, maintenance or services performed by a licensed contractor are not covered under the Whitegoods Repair Code of Practice.
Consumer rights and responsibilities
If you purchase a product it should be fit for the purpose and in good quality. You can request a refund, repair or replacement if the goods you purchased are faulty or develop a serious fault through normal use.
You also have the right to expect that the goods will be safe to use. Go to the product and service safety page for information on safety.
You should keep any documentation given to you at the time of purchase including receipts, manufacturer's instructions and warranty details. The product may also have a warranty which will give you some extra protection against manufacturing faults. Warranties generally have terms and conditions attached and it’s your responsibility to be aware of these.
Business/repairer rights and responsibilities
Businesses have a legal obligation to make sure that the goods supplied are free from defects that could cause injury. Businesses should provide documentation to customers at the time of purchase including proof of purchase, manufacturer's instructions and warranty details.
When a repairer services your goods, the goods don’t have to leave your premises to be repaired. You should be wary of repairers insisting the goods need to leave your premises and if possible, obtain a second opinion. If the goods do leave your premises, unnecessary repairs might be carried out and additional charges could incur.
Whitegoods Repair Code of Practice
The Whitegoods Repair Code of Practice is a voluntary code that applies to the marketing, service and repair of domestic whitegoods, including range hoods and air-conditioning systems which do not require a contractor licence to install, maintain or service. The Code does not apply to vacuum cleaners, toasters, kettles, irons, fans and air-conditioning systems which require a contractor licence to install, maintain or service.
Whitegood repairers that adhere to the code will display the codes’ logo at their premises, in their advertising and on documentation such as invoices and quotes.
The Code sets out fair trading standards which relate to:
- advertising by repairers
- the diagnosis of problems by repairers
- information which should be given to consumers by repairers
- acceptable charging practices which may be used by repairers
- the making and keeping of appointments by repairers
- responsibility for whitegoods left for repair, including the disposal of uncollected goods
- warranties on repairs
- the technical knowledge and experience of repairers
- information that should be given to consumers when they purchase whitegoods.