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CORRECTIVE NOTICE

AIDACARE PTY LTD

Aidacare wishes to advise customers that it has launched a customer remediation program to ensure that customers who reported a faulty or defective product/s between 1 January 2022 and 21 May 2025 receive the appropriate remedy under the Australian Consumer Law (ACL).

In an agreement with the Australian Competition and Consumer Commission, Aidacare has admitted that:

  • In a small number of cases, Aidacare did not provide an appropriate remedy to consumers who reported faulty or defective goods and in doing so Aidacare made representations to consumers that were likely to have contravened sections 18 and 29(1)(m) of the ACL between 1 January 2022 and 21 May 2025.
  • Aidacare’s standard terms & conditions with consumers contained certain terms which are likely to have been unfair within the meaning of sections 23(2A) and 24 of the ACL.

Aidacare sincerely regrets that this occurred, apologises to all our customers, and is committed to both correcting those historic cases and improving the service provided to all our customers in future.

Aidacare has amended its standard terms & conditions which may be viewed on its website at https://www.aidacare.com.au/globalassets/site-settings/aidacare-terms-conditions.pdf.

Aidacare has commenced a customer remediation program and is currently reviewing reports of faulty or defective product/s between 1 January 2022 and 21 May 2025 to identify consumers eligible for a remedy under the ACL. Where an incorrect decision may have been made, Aidacare will contact customers to offer the appropriate remedy which may include a refund.

If you experienced a fault or defect with a product purchased from Aidacare between 1 January 2022 and 21 May 2025, and believe you may be entitled to a remedy under the ACL, you may contact Aidacare on 1300 362 203 or by completing the webform, which can be found on the bottom of this page, with information about the faulty or defective good/s for Aidacare to consider.

If you experienced a fault or defect with product/s purchased from Aidacare outside of the above period, you may contact Aidacare on 1300 362 203 or lodge a complaint using its webform at https://www.aidacare.com.au/about-aidacare/register-feedback/, for Aidacare to consider under its standard complaints handling process and in accordance with the ACL.

Aidacare’s commitments are outlined in a recent court enforceable undertaking accepted by the Australian Competition and Consumer Commission, available here: [insert URL].

As part of this Undertaking, Aidacare has agreed to:

  • improve its complaints handling processes and internal staff training with respect to the Australian Consumer Law;
  • amend its standard terms & conditions with consumers and cease including terms which are likely to have been unfair;
  • remediate impacted customers who are entitled to a remedy under the ACL; and
  • publish this corrective notice.

For more information about consumer guarantees under the Australian Consumer Law, see https://www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees 

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