Consumer Rights

Last updated: 16 May 2026

This page summarises your rights as a customer using HelpSorted. It is a plain-English summary, not legal advice. For the full statutory position, refer to the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).

1. What HelpSorted is and is not

HelpSorted is a directory and an intermediary. We connect customers with local service providers. The contract for the work itself is between you and the service provider you choose.

• HelpSorted does not perform tradework, supply parts, or deliver services. We surface listings and route messages.
• We do not vet every job that happens through the platform. We verify the trust signals we show (ABN, insurance, reviews) but the work itself is the provider's responsibility.
• Payment for the work is between you and the provider directly. HelpSorted is not involved in that transaction.

2. Consumer guarantees under the ACL

When you engage a service provider through HelpSorted, the Australian Consumer Law gives you statutory rights that cannot be excluded by contract. The provider must:

• Provide services with due care and skill (s60 ACL).
• Provide services fit for the purpose you made known (s61 ACL).
• Provide services within a reasonable time if no time is agreed (s62 ACL).

If a service does not meet these guarantees, you may be entitled to a remedy from the provider - a refix, a refund, or compensation depending on the circumstances. These rights apply in addition to any warranty the provider gives.

3. What you should expect from a HelpSorted listing

When you contact a provider through HelpSorted, you should expect:

• An honest description of what the provider does and where they service.
• Accurate badges. "ABN Verified" means we cross-checked the ABN against the Australian Business Register. "Insured" means the provider has self-declared they hold public liability or equivalent cover.
• Reviews that come from real customers. We do not pay for or fabricate reviews. See our Review Disclosure for how the system works.
• Reasonable response times. Paid-tier providers commit to faster reply times (typically under 60 minutes during business hours). Free-tier listings reply at their own pace.

4. Things HelpSorted does NOT guarantee

To be clear about our role:

• We do not guarantee a specific outcome, price, or completion date for any job.
• We do not guarantee a provider will respond, accept your job, or complete it. Most do; some don't.
• We do not guarantee a provider holds a current licence at the time you engage them, beyond what they have disclosed. Licence requirements vary by trade and jurisdiction - it is your right (and a reasonable step) to ask a provider for their licence number before work commences.

5. If something goes wrong

If a job goes badly, your first step is usually to raise it with the provider directly. Most issues are resolved this way.

If that fails, you can:

• Open a dispute with HelpSorted - we can flag the provider, suspend their listing pending review, and surface the dispute publicly if not resolved. See the Disputes page.
• Leave an honest review. Reviews are public and persistent.
• Contact your state or territory consumer protection agency (Office of Fair Trading in QLD/NSW, Consumer Affairs in VIC, etc.).
• For trade-licensing complaints, contact the relevant licensing body (QBCC, VBA, Service NSW, etc.).

6. Paid placement disclosure

Some providers pay HelpSorted to feature their listing or rank higher in search results. We disclose this clearly. See our Paid Placement Disclosure for the full breakdown of how this works and what doesn't change because of it.

7. Contact us

Questions? Email hello@helpsorted.com.au.

This page is a plain-English summary, not legal advice. The Australian Consumer Law is the authoritative source. For free advice on your consumer rights, contact the Australian Competition and Consumer Commission (ACCC) at accc.gov.au or your state consumer agency.