Fair Trading for Customer Relations
Compliance Training
Course Outline


Module 1 – Introduction to fair trading

Participants successfully completing this module should be able to:

  1. briefly explain what the fair trading law is
  2. explain your responsibilities under the law
  3. explain the effects on you and your company if you break the law
  4. identify what you need to know about this law to make sure you apply it every day.

Section 1.1 – Welcome

Provides a brief orientation to the topics covered in the module.

Section 1.2 – The fair trading law

Introduces the legislation that covers fair trading law, focusing on the major piece of legislation: The Trade Practices Act.

Section 1.3 – Your responsibilities

Considers the responsibilities for fair trading that all individuals within a company have, and the penalties that may apply to companies and individuals for breaches of the law.

Section 1.4 – Breaking the law

Explains what may happen if the law is broken, highlighting that employees in an organisation can be prosecuted personally for breaches, and that ignorance of the law cannot be relied upon as a defence.

Section 1.5 – Fair trading requirements

Outlines in practical and useful terms the basics of fair trading requirements, offering some ‘rules of thumb’ for best practice.

Section 1.6 – Summary

Briefly restates the objectives of the module to reinforce learning.

Section 1.7 – Assessment

Provides a concise online assessment comprising multiple choice questions to evaluate participants’ understanding of key concepts of the module.


Module 2 – Misleading or deceptive conduct

Participants successfully completing this module should be able to:

  1. explain what misleading or deceptive conduct is
  2. describe the 8 guiding principles on how to avoid misleading or deceiving customers
  3. identify the 8 danger areas for misleading or deceptive conduct.

Section 2.1 – Welcome

Provides a brief orientation to the topics covered in the module.

Section 2.2 – Defining misleading and deceptive conduct

Introduces a definition of what constitutes ‘misleading’ and ‘deceptive’ conduct.

Section 2.3 – Guiding principles

Outlines the eight guiding principles on how to avoid misleading or deceiving conduct.

Section 2.4 – Danger areas

Highlights and illustrates eight areas of ‘danger’ involving situations or behaviours in which an individual may easily find themselves in breach of fair trading provisions.

Section 2.5 – Summary

Briefly restates the objectives of the module to reinforce learning.

Section 2.6 – Assessment

Provides a concise online assessment comprising multiple choice questions to evaluate participants’ understanding of key concepts of the module.


Module 3 – Unconscionable conduct

Participants successfully completing this module should be able to:

  1. explain what unconscionable conduct is
  2. explain how unconscionable conduct arises
  3. give some examples of unconscionable conduct
  4. list some guidelines for avoiding unconscionable conduct.

Section 3.1 – Welcome

Provides a brief orientation to the topics covered in the module.

Section 3.2 – Unconscionable conduct defined

Provides an introductory definition of unconscionable conduct.

Section 3.3 – How it arises

Looks at how unconscionable conduct can arise, and helps learners identify the situations where they need to take extra care in their dealings with customers (covering both individuals and corporations).

Section 3.4 – Areas of unconscionable conduct

Identifies and explains a number of situations where unconscionable conduct may apply (e.g. unfair tactics, discriminatory treatment, not acting in good faith).

Section 3.5 – Guidelines for avoiding unconscionable conduct problems

Presents eight easy to understand and practical guidelines for avoiding potential problems due to unconscionable conduct.

Section 3.6 – Summary

Briefly restates the objectives of the module to reinforce learning.

Section 3.7 – Assessment

Provides a concise online assessment comprising multiple choice questions to evaluate participants’ understanding of key concepts of the module.


Module 4 – Misrepresentations

Participants successfully completing this module should be able to:

  1. explain what a misrepresentation is
  2. identify some specific types of misrepresentations that are unlawful
  3. identify and briefly describe 13 offences associated with misrepresentations.

Section 4.1 – Welcome

Provides a brief orientation to the topics covered in the module.

Section 4.2 – Misrepresentations defined

Provides a definition of misrepresentations in the context of the Trade Practices Act.

Section 4.3 – Prohibited misrepresentations

Outlines the nine types of ‘prohibited’ misrepresentations that are unlawful.

Section 4.4 – Associated offences

In addition to it being unlawful to make direct misrepresentations, employees must also be aware that there are also a range of offences where a misrepresentation may not have been made directly.

Section 4.5 – Summary

Briefly restates the objectives of the module to reinforce learning.

Section 4.6 – Assessment

Provides a concise online assessment comprising multiple choice questions to evaluate participants’ understanding of key concepts of the module.


Module 5 – Product and service quality

Participants successfully completing this module should be able to:

  1. explain what a consumer contract is and what contracts are affected
  2. explain the 7 implied conditions and warranties that exist in contracts
  3. explain when legal action can be taken against manufacturers and importers where goods are defective.

Section 5.1 – Welcome

Provides a brief orientation to the topics covered in the module.

Section 5.2 – Consumer contracts

Under the Trade Practices Act, certain terms are automatically implied in all contracts between retailers and consumers. This section explains these terms along with how and when they apply.

Section 5.3 – Implied terms

Introduces and explains the seven implied conditions and warranties under the Trade Practices Act.

Section 5.4 – Breaching contracts

What happens if you don’t fulfil the terms of consumer contracts? This section considers and answers that question.

Section 5.5 – Summary

Briefly restates the objectives of the module to reinforce learning.

Section 5.6 – Assessment

Provides a concise online assessment comprising multiple choice questions to evaluate participants’ understanding of key concepts of the module.


Module 6 – Product safety and information

Participants successfully completing this module should be able to:

  1. explain the legal requirements for product safety and product information
  2. identify when manufacturers and importers can be sued as a result of defective goods causing injury.

Section 6.1 – Welcome

Provides a brief orientation to the topics covered in the module.

Section 6.2 – Product safety and information

Explains the requirements about product safety and product information, and liability provisions for defective goods in the Trade Practices Act.

Section 6.3 – Defective goods

Outlines corporations’ responsibilities relating to defective goods, and what constitutes ‘defective goods’.

Section 6.4 – Summary

Briefly restates the objectives of the module to reinforce learning.

Section 6.5 – Assessment

Provides a concise online assessment comprising multiple choice questions to evaluate participants’ understanding of key concepts of the module.


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Fair Trading for Customer Relations Compliance Training Course Outline