What should I do if an online seller blocks my account after a complaint in Australia?
If an online seller blocks your account after a complaint in Australia, this action may be considered unconscionable or an attempt to avoid consumer law obligations. You retain your rights under the Australian Consumer Law and should escalate the issue to relevant authorities.
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How it works in practice
Your Consumer Rights Remain Intact
Under the Australian Consumer Law (ACL), businesses cannot engage in unconscionable conduct or make false or misleading representations. If an online seller blocks your account immediately after you make a legitimate complaint about a faulty product, undelivered goods, or unsatisfactory service, this action could be seen as an attempt to prevent you from accessing your consumer guarantees. The ACL mandates that products and services must be of acceptable quality, fit for purpose, and match descriptions.
Potential Unconscionable Conduct
Blocking an account to avoid addressing a valid consumer complaint can be viewed as unconscionable conduct. Businesses have an obligation to handle complaints fairly and provide remedies where consumer guarantees are not met. Retaliatory actions, such as account termination to silence a customer or prevent them from seeking a resolution, are generally not permissible, especially if they prevent you from accessing transaction history or support that would aid your claim.
Document Everything
It is crucial to keep meticulous records of all interactions, including your initial complaint, any responses, screenshots of the blocked account message, and details of the transaction. This documentation will be essential if you need to escalate your complaint to consumer protection agencies, providing clear evidence of the timeline and the seller's actions.
Important exceptions
None identified.
What you should do now
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Document all communication with the seller, including your original complaint, their response (if any), and the notification of your account being blocked. Take screenshots of relevant pages.
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Review the seller's terms and conditions. While sellers can set terms, these cannot override your statutory rights under the Australian Consumer Law. Check for clauses about account termination.
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Send a formal written complaint to the seller via an alternative channel (e.g., email, postal mail). Clearly state your issue, reference your blocked account, and demand a resolution, citing your rights under the ACL.
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If the seller remains unresponsive or refuses to resolve the issue, escalate your complaint to a relevant consumer protection body, such as your state or territory's Fair Trading office or the Australian Competition and Consumer Commission (ACCC).
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If the issue involves a significant financial loss, consider initiating a chargeback through your bank or payment provider, or seeking legal advice regarding your consumer rights.
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