At Novara Grading, we are committed to upholding your rights under the Australian Consumer Law (ACL). This page explains your guaranteed protections when using our services.
The Australian Consumer Law (ACL) is a national law that protects consumers and ensures fair trading in Australia. It is administered by the Australian Competition and Consumer Commission (ACCC) and state/territory consumer protection agencies.
As an Australian business, Novara Grading Pty Ltd fully complies with the ACL. Your consumer guarantee rights cannot be excluded, restricted, or modified by any contract or agreement.
Under the ACL, when you purchase grading services from Novara, you are automatically entitled to the following guarantees:
Services must be provided with an acceptable level of care and skill, using qualified staff and appropriate processes.
If you tell us a particular purpose for the service, it must be reasonably fit for that purpose.
Services must be provided within a reasonable time when no specific timeframe is agreed.
Services must match any description provided to you before or at the time of purchase.
If our services fail to meet a consumer guarantee, you may be entitled to a remedy depending on whether the failure is major or minor:
A major failure occurs when a reasonable consumer would not have purchased the service if they had known about the problem.
You can choose to:
A minor failure is one that can be fixed within a reasonable time.
We will:
Under the ACL, we are required to display prices clearly and accurately. All prices on our website:
For a full breakdown of our grading fees, please visit our FAQ page.
The ACL protects you from unfair terms in standard form contracts. A term may be unfair if it:
Our Terms & Conditions have been drafted to comply with the ACL and do not contain unfair terms. Any term found to be unfair is void and unenforceable.
If you believe our services have not met a consumer guarantee, please follow these steps:
Email us at [email protected] or call 1300 XXX XXX. We aim to resolve complaints within 5 business days.
Include your order/certificate number, a description of the issue, and your preferred resolution.
If we cannot resolve your complaint, you can contact the ACCC or your state/territory consumer protection agency.
Learn More About Your Rights
Visit the ACCC's consumer rights page at www.accc.gov.au/consumers/consumer-rights-guarantees for comprehensive information about your consumer guarantees.
Our customer service team is here to help you understand your rights and resolve any issues.
Last updated: January 2026 | ABN: XX XXX XXX XXX