Inhaltsverzeichnis für May 2024 in CHOICE

Telecommunications companies have a duty to make sure your mobile phone is contactable by authorities in the event of a natural disaster such as a flood or bushfire, and to make sure any calls to Triple Zero will provide them information on your location. It’s called the Integrated Public Number Database (IPND), but Optus seems to have forgotten it existed. The company was recently penalised $1.5 million after its outsourced suppliers failed to upload the required information of about 200,000 customers of the Optus brand’s Coles Mobile and Catch Connect to the database. Samantha Yorke of the Australian Communications and Media Authority, which applied the penalty, says, “When emergency services are hindered there can be very serious consequences for the safety of Australians. While we are not aware of anyone…

FIRST LOOK Desktop computers aren’t as popular as they used to be, and with good reason. Laptop processing technology has reached a point where a traditional tower isn’t necessary for computing speeds fast enough to satisfy most users. But, that does not mean the desktop computer doesn’t have certain advantages. This is where the latest iteration of Apple’s iMac fits in. It’s essentially a non-portable laptop with a 512GB SSD, 16GB of RAM, improved audio, a larger display and four fast USB-C ports (2 x Thunderbolt 4, 2 x USB 3). And it’s all packed into a frame that’s just 1.1cm thick. The highly efficient Apple Silicon M3 processor with integrated graphics (also in the MacBook Pro and Air laptops) is powerful enough to handle all but the most demanding…

The federal government has released its draft legislation for regulating buy now, pay later (BNPL) products and is consulting with industry and consumer groups. “BNPL isn’t subject to the regulatory framework that applies to other credit products,” says Minister for Financial Services Stephen Jones. “This can lead to poor product disclosure, inadequate dispute resolution processes, excessive default fees and unaffordable lending practices that lead to hardship and financial stress.” Under the proposed reforms, BNPL providers will be required to hold an Australian credit licence and have to comply with requirements under the Credit Act, including dispute resolution and hardship assistance. They will be required to take steps to make sure they are lending responsibly. While CHOICE welcomes the reforms, we have concerns about potential loopholes and the complexity of the…

Mathew has been a Toyota man for a very long time. Over the years he has bought five of their cars. But the Queensland father says his latest experience with the company has left him questioning his loyalty. He struggled to get a deposit of $2000 returned, and has vowed to steer clear of Toyota from now on. “I’m just really disappointed,” he says. “You should have a choice not to be dictated to, I really believe that.” Mathew’s concerns centered on the invasive tracking and data sharing practices that came with his new Toyota, services he says he was never told about when buying the car. “I was told if you remove it you will void your warranty” Toyota’s tracking technology In July last year, Mathew paid a deposit…

When CHOICE installed a pair of electric vehicle (EV) chargers for staff use, the time seemed right to take the plunge and upgrade our family car to something more sustainable. As the owner of a 15-year-old Hyundai with pretty limited tech, my must-haves for a new family car were pretty humble: Bluetooth audio and a parking camera that stopped me constantly bumping into stationary objects. That’s why we bought a BYD Atto 3. And while sustainability was the primary reason for the switch, the high-spec gadgetry in our new EV is pretty cool: voice activation, an array of 360-degree parking cameras and a nifty app that lets you turn on the air con before you jump in the car. Bonus. A former Australian prime minister infamously claimed EVs would “ruin…

Tea is one of the oldest beverages, and the second-most commonly consumed drink in the world after water. In 2022, 6.7 billion kilograms of tea were consumed globally and it’s predicted this figure will rise over the coming years. To determine which supermarket black tea bag makes the best tasting cuppa, CHOICE gathered four expert taste testers and asked them to rate 32 products. They assessed flavour, aroma, mouthfeel, colour and aftertaste to provide a CHOICE Expert Rating, and also gave an intensity rating. The teas that scored highest were likely to be described as ‘floral’ What made these the best There’s more to this pantry staple than you’d think. All tea comes from the Camellia sinensis plant, but the regions and processing make a difference to the varieties, and…

The cordless stick vac revolution arguably began back in 2018 when Dyson announced it saw the future as battery-driven and would no longer be developing traditional corded vacuums. Even Miele has jumped on the bandwagon with its own cordless vacuum range, along with tool brands such as Ryobi and Makita. In our CHOICE lab tests, stick vac performance has improved significantly since we first began testing them in 2010, when even the best models performed poorly on carpet. These days, many high-end models actually outperform their corded counterparts on carpet. But there is variability: some of the worst stick vac performers are no substitute for a traditional vacuum (see p48 for our top performing barrel and upright vacs). What’s best for you: Barrel, stick… or both? We’ve crunched our test…

While more and more products are becoming wire-free, our security cameras test includes a lot of models with hardwiring options. Wireless models that run on batteries and connect to the internet via Wi-Fi can be appealing because they can be easily placed anywhere with no need to worry about access to power or your modem. On the other hand, there are advantages to sticking with good old-fashioned ethernet cables, a mains power supply and onboard storage – even if the installation process requires a little more work. For most people, a mains-powered camera that connects to the internet over Wi-Fi will be the best solution Or perhaps the best option for you is a bit of both – for example, a wired camera with wire-free internet. Wire-free cameras There are…

This year, the theme for World Consumer Rights Day (15 March) was fair and responsible AI for consumers. In honour of the day, CHOICE released the results of a nationally representative survey into consumer expectations of AI regulation. The findings revealed a wide gulf between expectations and the current reality. The survey of more than 1000 people found almost four in five Australians believe businesses should have to ensure their artificial intelligence system is fair and safe before releasing it to the public. Yet no such requirements exist in Australia. “The message couldn’t be clearer,” says CHOICE consumer data advocate Kate Bower. “Australians want the government to place obligations on business to mitigate the risks of AI systems.” The government has committed to several actions to improve AI regulation but…

In a case of bad behaviour finally catching up, Shonky Award-winning online florist Bloomex has been ordered to pay a $1 million penalty for publishing misleading star ratings, promoting fake discounts and engaging in drip pricing. The Canada-based company, which has facilities across Australia, was taken to court by the ACCC in December 2022 and fined in Federal Court in March this year. “Bloomex misled consumers about the quality and price of its products for a long time, and this penalty is an indication of how seriously the court views this conduct,” says ACCC Commissioner Liza Carver. “Misleading online reviews and star ratings are an issue of significant concern to us because they can influence consumers into purchasing from a business, when they would not otherwise have done so,” says…

The communications regulator has told one phone service provider to prove that it is properly training staff, and warned another about transferring customers to its services, following separate investigations. The Australian Communications and Media Authority (ACMA) issued directions to Urban Telecom and Star Telecom to comply with the telecommunications consumer protections (TCP) code after it probed both companies’ practices. The ACMA says Urban Telecom was unable to demonstrate that its sales representatives were trained in how to responsibly sell telecommunications products in line with the consumer protection framework. The regulator also found the company wasn’t keeping accurate records of customer consent to have their services transferred. Star Telecom also came in for a warning to follow the TCP code after the ACMA found the company had transferred customers to its…

Car servicing brand Ultra Tune has been fined $1.5 million for not improving its practices after a previous court ruling found it broke consumer law. The penalty is the highest ever levied following a contempt of court proceeding brought by the ACCC. “These fines demonstrate the importance of compliance with court orders,” says ACCC Commissioner Liza Carver. “The ACCC took this action because it was concerned that Ultra Tune had failed to improve its compliance with the requirements of the Franchising Code, despite previous ACCC action and courtimposed penalties,” says Carver. In 2019, Ultra Tune was found to have breached Australian Consumer Law and the Franchising Code of Conduct. Following the ruling, the franchisor was directed to provide certain documents and statements to franchisees and to implement a compliance program…

If you’ve had a bad experience, been ripped off or scammed, tell us and help other CHOICE members avoid the same traps. If you’ve had a great response to a complaint you’ve taken to a manufacturer or retailer, our members want to know about that too! Letters may be edited for length and clarity. Plastic problem I am cross about the tiny plastic labels on most pieces of fruit these days. I find them finicky to remove, totally unnecessary and one of our microplastic problems. Note that surgeons are finding microplastics in the arteries of people suffering plaque build-up. We have been warned, but will anyone listen? I am also cross that I cannot buy meat from my butcher in paper. Both butchers in Maleny say they cannot get butcher’s…

How often do you scan a quick response (QR) code? These black and white square clusters of pixels became a daily fixture for many of us during the COVID pandemic and have stuck around since, helping us order food and pay for parking, among other tasks. But could our willingness to whip out our phone and scan any code put in front of us without a second thought be exposing us to novel attempts to steal our personal information? With all QR codes looking more or less the same, criminals have been able to abuse our trust in this convenient format and covertly distribute malicious links designed to “phish” for our sensitive details and savings. QR codes became a daily fixture during the COVID pandemic and have stuck around since…

Some businesses are asking consumers to sign a non-disclosure agreement (NDA) as a condition for getting a refund, repair or replacement. But you already have a right to the three Rs without promising to keep matters confidential. These quasi-legal documents effectively keep problems with a product or service a secret so that other customers won’t know about them. CHOICE survey on NDAs We recently heard from 41 Australian consumers through a CHOICE national survey who’d been asked to sign an NDA in the last five years. The agreement generally makes you promise not to tell anyone about the problem you had Fifteen of the 41 survey takers had been asked to sign a gag order more than once. We’ve seen NDAs issued by removalists, car dealerships, the all-in-one kitchen unit…

We all love discovering new ways to create our favourite foods in the kitchen, especially if it means we can save time and effort. Enter the air fryer. An appliance that claims to be able to cook all kinds of things faster, easier and with more delicious results. While this benchtop superhero can definitely produce fantastic results for some foods, some of the hacks and creative recipes you see online are just not worth trying. We asked CHOICE kitchen expert Fiona Mair to weigh in on a few of the more unusual air fryer ideas popping up on the internet. How does an air fryer work? An air fryer functions exactly like a small fanforced oven circulating hot, dry air to cook crispy food. Its compact benchtop size means it…

How ‘smart’ does a fridge need to be? Smart kitchen appliances that you can interact with remotely via the internet are no longer the stuff of science fiction. Connecting the modern fridge to your Wi-Fi promises a cornucopia of control from afar, and additional functionality when you’re up close and personal. But does this markedly level up your food storage game, or is it a ‘fridge’ too far? Perhaps more importantly, are there better technologies to spend the extra money on – ones that actually keep your food fresher, or make your life easier? Should you buy a smart fridge? Not all smart fridges are created equal, and their level of functionality varies, from basic temperature and energy monitoring, to a fully interactive experience. Many manufacturers let you monitor and…

Consumer groups have welcomed a draft decision by the Victorian Essential Services Commission that will see annual residential power bills fall by around $112 on average across the state. But Consumer Action Law Centre CEO Steph Tonkin says while the move is a positive one, more needs to be done to assist energy customers in financial hardship. “Any reduction is welcome in comparison to last year’s 25% spike, but what is absolutely essential is that there needs to be more focus on ensuring retailers are consistently providing assistance to people struggling with their energy bills,” Tonkin says. “Every day on our helplines we hear from people who have to choose between putting food on the table and keeping their lights on, and they are racking up debt they may never…

The competition watchdog has been hearing what Australians think of popular search engines such as Google, after previously calling for greater competition in the sector. The ACCC has been seeking feedback from consumers and businesses as part of its inquiry into the supply of digital platforms. “We are eager to hear about their experiences with search services to better understand how regulatory and industry developments are affecting the level of competition and consumers in the market for general search services,” says ACCC chair Gina Cass-Gottlieb. In calling for submissions, the commission noted there have been big changes in the search landscape since its last probe in 2021. “We’ve seen new laws introduced overseas that place obligations on so-called gatekeeper search engines and the emergence of new technologies, like generative AI,…

Have you ever been sold an extended warranty? In many cases, extended warranties sell you some of the same rights you already have under the consumer guarantees outlined in the Australian Consumer Law. Despite what the salesperson may lead you to believe, you may be entitled to a remedy if your product fails outside the initial warranty, even if you haven’t purchase an extended warranty. We think selling you something you already get for free, or giving you the runaround if you don’t buy it, is unfair, but a gap in the law allows businesses to get away with a host of unfair business practices. That’s why CHOICE is calling on the government to make unfair business practises illegal. If you’ve been sold an extended warranty, we’d like to hear…

When Peter checked his superannuation account one Friday afternoon, he noticed an alarming detail: three complete strangers were listed as beneficiaries who would get his super when he died. Understandably, Peter was spooked. He feared someone had hacked his account. He reached out to his super fund but didn’t hear anything back. He spent a sleepless weekend before his fund finally contacted him and said it had made an administrative error. Peter asked the fund to escalate the matter, but they never told him anything more about it. A few months later, Peter noticed his statement had disappeared from his fund’s online portal. In the 2022/23 financial year, 63% of superannuation complaints to the Australian Financial Complaints Authority were about account issues. Super Consumers Australia policy manager Rebekah Sarkoezy says…

When was the last time you moved to a new bank? Probably a while ago, if you’re like most Australians. The ACCC has concluded we’re “sticky” when it comes to bank accounts, after a 2023 survey found that only 11% of people had moved to a different institution for their main transaction account in the previous three years. It seems we’re cautious about where we put our money, with the same survey finding around half of consumers who searched for a new transaction or savings option did not go on to switch. Changing where you bank can leave you better off Granted, switching isn’t always easy, as the ACCC itself found following a review of deposit products last year. But changing where you bank can leave you better off, paying…

Cooking, eating and even just getting ready for the day all present plenty of opportunities for food, oil, coffee or make-up to land right where you don’t want it. And when the inevitable happens, you’ll need a trusty stain remover in your laundry cupboard to clean it away. Ideally, you should tackle the stain quickly before it sets in, but even if it’s been left for a while, a good stain remover should still get the job done. We told you about pre-treat stain remover sprays in our Feb 24 issue, but since then we’ve put laundry soakers to the test to see how they stack up against common stains. Laundry soakers are useful if you’re treating heavily stained clothing Pre-treat spray vs laundry soaker A pre-treat spray is a…

A soundbar offers an instant plug-and-play improvement to the sound you’re likely getting out of your TV right now. This device is basically a single long box containing several speakers, designed to sit just below your TV screen and give your home viewing experience an audio boost. Most soundbars can’t deliver the same sound quality as a dedicated multispeaker set-up, but many get close enough for the average set of ears. They also take up less room than a multispeaker set-up, and there’s a lot of choice in size and price points. The good news for owners of TVs with poor sound is that you’ll love the improvement in audio you get for a reasonable price. If your TV’s sound is OK but lacks that extra punch you want when…