Introduction agencies provide a service to match compatible people for social or personal relationships.
The most common introduction agencies are dating apps and websites. Some services are free to use, others require consumers to sign a contract and pay a fee in order to receive introductions and/or matches and communicate with other members on the platform.
This page includes information on:
Your consumer rights
Australian Consumer Law guarantees your rights when you buy goods and services.
In fact, most products and services purchased after 1 January 2011 come with an automatic consumer guarantee that the product or service you purchased will work and do what you asked for. This includes Match-making and dating agencies.
Acceptable quality
When you engage a business to provide a service, you have the right to expect ‘acceptable quality’. Services must be:
- provided with due care or skill (taking all necessary steps to avoid loss and damage)
- fit for any specified purpose (express or implied)
- provided in a reasonable time (when no time is set).
What is ‘reasonable’ will depend on the nature of the service, the difficulty of the task and other relevant factors like busy periods and public holidays etc.
"You should not have to pay more to receive further service to rectify the initial problem. Be wary of business asking for more money to provide further advice or more suitable introductions."
Remedy when things go wrong
You are entitled to an appropriate remedy from the business when the product or service you purchased does not meet one or more of the consumer guarantees.
This might be a refund, a further service to rectify the problem and in some cases, reimbursement for damages and consequential loss.
The type of remedy will depend on whether the problem is:
Minor
If the problem is minor, you cannot demand a refund immediately - you must give the business an opportunity to fix it. The business can choose how to fix the problem.
However, if the fix takes too long, you can get someone else to fix the problem and ask the business to pay reasonable costs or cancel the service and get a refund.
If the problem is major or cannot be fixed, you can choose to:
- terminate the contract for services and request a full refund
- seek reimbursement for the difference between the value of the services provided compared to the price paid.
For more information, see repairs, replacements & refunds.
Major
A problem is considered ‘major’ when it:
- would have stopped someone from purchasing the service had they known about it
- is substantially unfit for purpose and can’t be fixed in a reasonable timeframe
- creates an unsafe situation
- doesn't meet the specific purpose or achieve the specific result that the consumer requested.
For more information, see repairs, replacements & refunds.
Proof of purchase and documentation
You have the right to receive proof of purchase (like an invoice, cash register receipt, handwritten receipt or lay-by agreement). Suppliers must provide proof of purchase for goods and services worth $75 or more (excluding GST).
Introduction services in Australia are usually supplied under a contract. Make sure you receive a written copy of the contract (including its terms and conditions). Keep this for your records and in case you need to refer to the contract terms during a dispute.
Australian Consumer Law allows consumers to claim compensation (reimbursement) when a service does not meet a guarantee. You may be able to claim compensation for your costs (time and money) if something goes wrong with the service. For more information, refer to our contracts page.
Have a problem?
- Contact the business in the first instance and explain the problem. We have tips and sample letters to help you take the first step.
- If you’re unable to resolve the matter with the business, you can contact us for help on 13 32 20.
Be a savvy consumer
Before you sign
Shopping around is a very important step when considering this type of agreement. It is important that the service not only meets your personal needs but that you’re aware of the various levels of service and the associated costs.
Before signing a contract, you should be able to:
- identify the business you are dealing with, including their address
- have a clear understanding of what types of services are available and the costs
- know what introductions will be made and at what cost.
"Whether it’s an introduction service or not, paying a large sum of money up-front can be a very expensive mistake."
Watch out for scams
Some scammers try to take advantage of people looking for love on dating websites, apps and social media. They pretend to be interested in a relationship and play on emotional triggers to get you to provide money, gifts or personal details. This type of scam is often called ‘catfishing’.
Learn more about romance scams at the ACCC Scamwatch website.
Further information
Learn more about scams.
Contact us
Can’t find the information you’re looking for? Call us on 13 32 20 or submit an online enquiry.
Who enforces Australian Consumer Law?
The following agencies enforce provisions relating to consumer goods and services:
- Australian Competition and Consumer Commission (ACCC)
- NSW Fair Trading, and
- other State and Territory consumer protection agencies.
The Australian Securities and Investments Commission (ASIC) is responsible for financial products and services.