In 2019, the Australian Furniture Association (AFA) introduced a new entity, Furniture Complaints Australia (FCA), aimed at addressing consumer complaints related specifically to furniture products. Over the past three years, the AFA has successfully handled over 300 complaints referred by FCA, demonstrating its commitment to protecting both the industry and consumers from faulty or unsafe furniture.
We are pleased to announce that the AFA has officially acquired Furniture Complaints Australia. This acquisition will allow the AFA to take full control of monitoring and resolving consumer complaints through this national platform, further strengthening our mission to Grow, Promote, and Protect the furniture industry in Australia.
Impressive Track Record for AFA Members
One of the most significant outcomes from the past three years is that only one AFA Member has been named in any of the disputes handled. The issue was minor and swiftly resolved within two weeks, much to the relief of the member involved. This highlights the quality and standards upheld by AFA Members and underscores the value of the AFA’s guidance and mediation services.
Throughout this period, the AFA has provided mediation and independent reporting services to various regulatory bodies, including the ACCC and consumer protection authorities. Our advice and independent opinion have been highly regarded by regulators, industry stakeholders, and consumers alike. Notably, we have achieved a 100% success rate in resolving disputes that we have mediated or provided advice on, which is a testament to the value we offer our members.
Important Changes to Note
The landscape of consumer complaints related to furniture products is evolving, and there are several important developments that AFA Members need to be aware of:
- Increase in Consumer Complaints: Complaints related to furniture products are on the rise, with imported products leading the list. Importers should be aware that they are legally considered the manufacturer, and thus responsible for any product recalls or restitution costs.
- ACCC Referrals: Complaints lodged with the ACCC and other consumer protection agencies that are not safety recall issues are increasingly being referred to the AFA for action. The majority of complaints stem from faulty materials and components, with issues such as safety, standards compliance, toxicity, and false claims topping the list.
- Adhering to Consumer Law: Many of these complaints can be avoided by adhering to the Australian Consumer Law’s Consumer Guarantees. To assist you in understanding your obligations, the AFA has published a Furniture-Specific Australian Consumer Law – Consumer Guarantees booklet, available here.
Looking Ahead: FCA’s Role in the Future
Furniture Complaints Australia is not a passive product review site or a social media platform for airing consumer grievances. It is a legitimate Consumer Complaints Handling Service, designed to manage complaints fairly and effectively. Additionally, FCA also handles contract and commercial furniture complaints, making it a comprehensive solution for both residential and commercial issues.
What This Means for AFA Members
- Low Complaint Rate: The low number of complaints against AFA Members is a positive indication that the community trusts AFA-accredited businesses. However, with complaints on the rise, the AFA is here to help you prepare and protect your business.
- Support and Mediation: The AFA offers a range of services including advice, independent inspections, mediation, and reporting for any disputes that arise from consumer complaints. We can also help reduce your risk, manage expectations, and handle disputes that may arise from faulty or non-compliant materials supplied by third parties.
- Outsourced Complaints Handling: If you prefer not to manage complaints internally, the AFA can act as an independent, outsourced complaints-handling team to manage any issues that arise, ensuring impartial and efficient resolution.
What the AFA Will Not Do
- The AFA will not act on behalf of non-AFA Members.
- The AFA will not provide support to AFA Members acting on behalf of a supplier if the product or component supplied is faulty, and the supplier is not an AFA Member.
What You Should Do Next
- Ensure both you and your suppliers are AFA Members. If not, consider moving your business to an AFA Member to mitigate risk.
- Before changing suppliers, conduct due diligence to confirm whether they are AFA Members. You can contact care@theafa.asn.au for assistance.
- Obtain a copy of the Furniture-Specific Australian Consumer Law – Consumer Guarantees booklet to ensure you are compliant with current regulations.
The low number of complaints against AFA Members may suggest that you are already doing the right thing, successfully managing any disputes or proving that you were not responsible for product failures. However, as complaints increase, future outcomes may differ, and it’s crucial to be prepared.
Need Assistance? We’re Here to Help.
Don’t wait for a crisis to arise. The AFA is here to support you. If you require assistance or have any questions, simply send us an email at care@theafa.asn.au, and we’ll be in touch.
For non-members, now is the time to join the AFA. Contact Christine at bdo@theafa.asn.au urgently to ensure your membership is verified and you can benefit from our services.