Australian consumers have reported widespread consumer guarantee failures, misrepresentations by caravan suppliers, and unexpected delays in the delivery and repair of caravans, according to a new report from the ACCC.
The consumer watchdog surveyed 2,270 caravan owners for the report, with a whopping 80% having reported experienced problems with their new caravan.
“A caravan can represent a significant financial and emotional investment,” said ACCC Deputy Chair Delia Rickard. “Some people save for years in anticipation of purchasing and travelling in a caravan … if something goes wrong the harm can be significant.”
The ACCC said that, under Australian Consumer Law, if a caravan fails to meet one or more consumer guarantees – for example it is not of acceptable quality or doesn’t match a description made by a supplier – then customers are entitled to a remedy from the supplier … a repair, a replacement, or a refund.
The ACCC has identified issues in the caravan industry. PIC: ACCC
GRAPHIC: ACCC
The ACCC reports that many customers said that, when they experienced a failure with their caravan, they were unable to obtain a remedy or that the remedy provided did not fully address the failure.
“We are very concerned by these reported failures to comply with obligations under the Australian Consumer Law, and the impact that these failures have on consumers who have purchased a caravan which develops a fault,” Ms Rickard said. “Consumers need to be confident that when they make a significant financial purchase like a caravan, they will be able to get a refund, replacement or a repair if there is a failure … it is the ACCC’s view that it is reasonable to expect a new caravan won’t develop a major fault within the first several years of use.”
The ACCC said it was also concerned to find that many consumers believed suppliers have misled them during the sales process or when problems with their caravan arose. The most frequently reported misleading claims were about consumer guarantee rights and their interaction with warranties.
Consumers also reported that they believed suppliers made misrepresentations about their caravan’s performance capabilities, and tow-weight.
“Reports of misleading representations about caravan’s tow-weight and other important performance capabilities are particularly worrying given the grave safety implications for consumers,” Ms Rickard said. “The ACCC will investigate and take enforcement action against suppliers and manufacturers we believe may have misled consumers.”
The ACCC said it strongly supports proposals to strengthen the Australian Consumer Law, including by enabling enforcement actions and penalties for when suppliers have failed to provide remedies for consumer guarantee failures and when manufacturers have failed to reimburse suppliers for providing remedies.
The ACCC has released guidance buying a new caravan to help consumers and businesses understand their rights and obligations when buying and selling caravans.
Why would I want a new caravan, I’ve just ironed out all of the faults with my current one that I bought new 10 years ago?
The ACCC are a toothless tiger, useless as to date they have never helped me with any problems even been told to seek civil action, they should be disbanded and safe the Gov lots of money
Agree fully. Have and always will be toothless. They obviously don’t have the powers they go on about.
We bought our caravan new in Perth, 2017,the caravan was built December 2016 new should have gone with my gut feeling and bought second hand. The rep was being quite pushy as to get a sale, saying that there was quite a few people wanting the van as was the last one to be built. Has been a nightmare.
The caravan sales person did not us that they were going out of business,we only found out when we rang them phone number was no longer in service.
We were never given a manual for van
We have a lemon so to speak, back area of van leaks when it rains has damaged internal pelmets was told that it’s your problem
Aircondioner died after 1 year that’s your problem
Aftersales service was very poor, when I finally found out who took over company/builder they would say they would me back didn’t happen.
When they finally got back to me, the person was not very professional and upset me my daughter took over the phone call
We found more issues, the awning was damaged by a storm which was covered by our insurance but we were told that the awning size wasn’t made any more therefore our annex walls didn’t fit when contacted company was told our problem
Internal/external door handle snapped was told to take van to Brisbane for repairs can’t do that, as we can’t close door safely to travel again they didn’t get back to me
External/internal water connection snapped
And the list goes on
I would never buy another or recommend this company, I have spoken to people who have bought caravans built by this company and they said that they wouldn’t buy from this company again.
I have left the name of the caravan company out as not I’m sure if I could legally
I built my own caravan in 2014, from the chassis up.,Made from hardwood ply, two pack sealed every bit of timber before screwing and glueing it in, so far, towed it 80,000klms over every type of road, in the pouring rain ,no leaks.
If I can do it why cant a manufacture,
I have had my Viscount van since the early 1980’s. It’s getting a bit tired now but it has never let me down. My family keeps pushing me to get a new one, but I resist because they just don’t make them as good anymore
I find it unsatisfactory that the retailer of caravan can claim that individual items in van like fridge, stove, water pump etc , claims that a fault in components is not their responsibility and will make you wait for the warranty to be acted on , saying that we have wait on the original supplier of part accepting it is their responsibility under warranty.Think about it you buy à washing machine, motor fails and the business you bought from says we have to talk to motor supplier if they accept responsibility. This doesn’t happen,, retailer of vañ should be responsible.
The caravan supplier didn’t build the fridge so why should they warrant it?
They should have a relationship with the manufacturers so they can replace faulty products and get their own credits for returning them, rather than leave it to the consumer to fight as individuals.
If you buy a new car and the alternator becomes defective will be replaced under warranty straight away even though that company didn’t make the Alternator should be exactly the same with caravan manufactures end of story
haha I wish I had read all the comments first, I used exactly the same analogy. you are totally correct. he must sell/make vans
The items fitted to any vehicle, car, truck or trailer including caravans is the manufacturers responsibility to ensure that they are suitable for the purpose the are designed for.
Under consumer law it is a part of their product and it is then for them to gain recompense from the manufacturer of the appliance
i agree with Ace if they supply the the product then it should be returned to the manufacturer for repairs through them.
He as a supplier under consumer law has to repair/replace any items in or on the van as he has supplied the van as a complete unit
It is up to him to chase up and deal with the component supplier
The TAkana Air bag saga is a good example Toyota and numerous other companys fitted the airbags to their vehicles and it was up to them to supply/ correct the faulty items same goes with any product supplied ie you buy an item from HN and it is faulty you take it back to where you purchased it and thay as the retailer have to replace it and then chase up the supplier
Because they installed it, regardless the selling Dealer is responsible.
Thats the issue today retailers sell but will palm off warranty to the manufacturer, what about brakes, lighting coupler, windows every part of a Caravan is bought in and assembled by the manufacturer. Depending on the State you live in just go online to the Consumer Advocate Tribunal and lodge a formal complaint, A man in NSW received a full refund from the manufacturer through NCAT, the dealership argued that they weren’t responsible but the order was issued. Even though the builder was in QLD, he took the NCAT order to QCAT and they issued an order for the refund in QLD.
I guess it’s like buying a new house. Shortcuts are taken and remain hidden until the heavy rain occurs! We have a ten year old Ecotourer and can see the quality compared to new vans. Not flashy, but solidly built and hasn’t let us down.
Well, unfortunately I was/am a “newbie”. Bought a beautiful, off road”, caravan , with solar power and ALL the trimmings, BUT, found out after the first service ( van been parked since purchase due to health reasons), that it had no inverter; not enough power to stay off grid for any length of time and “stupid” me not knowing what questions to ask. $18,000.00 later, I can now go “off grid” with some confidence. I thought I had done my “homework”, 12 months of research, BUT I DID NOT ASK THE RIGHT QUESTIONS. I am so disappointed with my first caravan experience, I am ready to throw the towel in BEFORE I even start. If it had not been for a wonderful gentleman giving me a couple of his precious time, I would have absolutely given up. If you travellers out there are all as helpful as this gentleman from South Australia was, then I just MAY have a chance. I will be reaching out for assistance and hopefully you experienced trekkers will take me under your wings and have the patience to guide me through this, HOPEFULLY wonderful experience of travelling our magnificent county. Thanks for reading, hope to see some of you “out there”, regards Gaye
P.S. Seeing you guys “tinkering” on your vans as you set up, really makes me feel out of my depth. Sorry, not completely relevant post.
18000 Can get a few 5 star Aussie holidays
Great to hear that at long last the caravan industry will be held accountable. For to long its been a battle to get a positive result on issues.
Things like electrical problems, water pump and tank issues just get no response.
Shonky plumbing or second-rate electrical wiring.
with most issues being responded with “best you contact the appliance manufacturer yourself”
but I didn’t buy it from them I bought it from you ,well that’s all I can do .
I’ve given up asking for help from our manufacturer and just do it myself .
Oh and an owners manual that’s show’s wiring and plumbing schematic… Gee that would be nice .
You should have done your homework first mate, you could have checked with other owners to see if they were happy like I did…….nt
If you think that the caravan dealers are going to change their ways because of what RAC and ACCC say you’re very wrong we have a brand new semi off roader that literally fell to pieces dealer refuses to fix it calls it user error even the axle came loose brakes fell off very long list of faults he said it fell apart because of where we went funny I don’t remember taking him with us must be why the bed broke because he was trying to squeeze into with us
I got a custom cargo trailer and did my own conversion, very happy .
Its a pity it has taken this long for the ACCC to become aware of the ongoing problem within the Caravan RV industry. Most of us out here in the real world have known about this for years, if you don’t your either, blind or dumb and refusing, or ignoring, to believe all the eviidence out here. Likewise, the GN, the evidence is here guys, just do your home work to expose it, or choose to ignore it as you appear to have, in my opinion
We didn’t ignore it we checked out the caravan but until you use it properly you can’t see that they’ve put metal screws into chipboard you certainly can’t check that axle is bolted on properly and that the battery is not going to move therefore wear out
About time
Amazed that the Accc understands the problems in the caravan industry,also highly amazed at knowing the problems the inaction of the Accc to resolve any problems as Derry Hinch would say shame shame shame what a joke royal commission required with real action
As they told us they can only advise not actually do anything but the kicker is they know it’s not up to the standard of the law not fit for what it’s sol for
Brought mine, well known brand. Had nothing but problems from day one. Dealer system is a failure as I live 1200KM for purchasing dealer. Local dealer wanted nothing to do with it. No quality control. Only one greasable pin out of eight per side on suspension, squeaks like hell. Using fine thread metal cutting threads into fibreglass is a no no and stainless screws holding caps onto alloy wheels a big no no. How can you have a 240v power point right next to the sink. Plumbing of pipes is a disgrace, I have replaced mine and added clamps to where they have had none and the list goes on