Aidacare, a provider of healthcare equipment registered under the NDIS, has admitted to making false or misleading representations to customers about their consumer guarantee rights. This admission comes as part of a court-enforceable undertaking with the Australian Competition and Consumer Commission (ACCC).

The ACCC found that Aidacare's standard form contracts likely contained unfair terms that limited consumers' rights and remedies concerning faulty products. The company has agreed to stop using these unfair terms and to provide remediation to affected consumers.

According to ACCC Deputy Chair Catriona Lowe, consumer guarantees automatically apply when products or services are purchased, ensuring rights such as repairs, refunds, or replacements for faulty goods. Aidacare's actions may have prevented consumers from accessing these rights, potentially leading to safety risks and financial losses.

From January 2022 to May 2025, Aidacare likely misrepresented to consumers that they were required to pay for repairs or replacements outside of warranty periods, despite statutory consumer guarantees still applying. The ACCC emphasized the importance of removing such misleading terms to protect consumer rights.

The ACCC has been actively enforcing compliance with the Australian Consumer Law, particularly among NDIS providers, and has taken action against other providers for similar breaches. The establishment of the Fair Pricing and Australian Consumer Law Taskforce aims to address issues affecting NDIS participants, including unfair pricing and misleading conduct by providers.