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Charged for a high tea you couldn't attend? That's not a fee. That's theft with paperwork.
A class action is underway against an Australian aged care firm accused of billing residents for services, including high teas and classes, that those residents could not physically access or use. If your family member lived in aged care and was charged for activities they never received, you are not alone, and you are not powerless. The Australian Consumer Law exists precisely for this situation: you pay for something, you get something. If you paid and got nothing, the law has a name for that, and it is not 'standard industry practice.'
What the law says
Under the Australian Consumer Law, consumers have a right to services that are actually rendered. Charging a fee for a service that is not delivered is a potential breach of consumer guarantees. The Australian Consumer Law also prohibits misleading or deceptive conduct and unconscionable conduct, both of which are directly relevant when a vulnerable person in residential care is billed for something they demonstrably could not use. These are not vague principles. They are enforceable rights. The class action currently before the courts will test exactly how far those rights extend in the aged care context. If you or a family member were affected, your potential remedies include a refund of fees paid for services not received. Check your loved one's itemised billing statements now. Every line item matters.
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screwtheman.com is not a law firm and does not provide legal advice. This page gives general information on consumer rights and dispute pathways. For complex legal matters, consult a qualified lawyer or the relevant regulator.