We expect suppliers to protect consumers and move quickly to recall any unsafe product.
- removing the product from sale
- contacting consumers
- publicly offering a repair, replacement or refund, where appropriate.
When conducting a recall, identify the hazards and create a strategy that makes it easy for consumers to find out about the recall and easily access a remedy.
Keep consumer safety front of mind by:
- communicating clearly
- contacting consumers directly where possible and using your online spaces
- engaging with retailers who supply your products
- helping consumers to access recall remedies.
As a supplier, you are responsible for ongoing assessment of the risk associated with your recalled product and adjusting your recall strategy if the risk level changes.
Plan how you will communicate your recall with consumers and businesses in the supply chain. Your communication strategy should be proportionate to the risk of the product.
Consumers still have access to their Australian Consumer Law rights of a repair, replacement or refund in addition to any remedy they receive under a recall.
When recalling a product, suppliers must not mislead consumers about what they’re entitled to under consumer guarantees.
You should also actively monitor the progress of the recall. This includes taking action when return rates are low and modifying your recall strategy to reach more consumers.
We expect you to try more incentives and different communication styles and channels to increase the numbers of affected products that consumers return.
A recall can be started by a supplier or ordered by a Commonwealth, state or territory minister responsible for administering the Australian Consumer Law.
See How to conduct an effective product safety recall for the steps and Tell the ACCC of the recall for your notification requirements.