AFA acquires furniture complaints body

The Australian Furniture Association (AFA) has acquired Furniture Complaints Australia, taking full control of monitoring and resolving consumer complaints through the national platform.

FCA was established in 2019, aimed at addressing consumer complaints related to furniture products – FCA manages issues ranging from poor customer handling through to overseeing recall claims to the ACCC.

Over the past three years, the AFA has successfully handled over 300 complaints referred by FCA, demonstrating its commitment to protecting both the industry and consumers from faulty or unsafe furniture, according to an announcement from the AFA.

Only one AFA Member has been named in any of the disputes handled in the past three years by the complaints body.

The issue was minor and swiftly resolved within two weeks, highlighting the quality and standards upheld by AFA Members and the value of the AFA’s guidance and mediation services.

The AFA said: “Throughout this period, the AFA has provided mediation and independent reporting services to various regulatory bodies, including the ACCC and consumer protection authorities.

“Our advice and independent opinion have been highly regarded by regulators, industry stakeholders, and consumers alike.

“Notably, we have achieved a 100 percent success rate in resolving disputes that we have mediated or provided advice on.”

There are several important developments:

• Increase in Consumer Complaints: Complaints related to furniture products are on the rise, with imported products leading the list. Importers should be aware that they are legally considered the manufacturer, and thus responsible for any product recalls or restitution costs
• Referrals: Complaints lodged with the ACCC and other consumer protection agencies that are not safety recall issues are increasingly being referred to the AFA for action. The majority of complaints stem from faulty materials and components, with issues such as safety, standards compliance, toxicity, and false claims topping the list
• And adhering to Consumer Law: Many of these complaints can be avoided by adhering to the Australian Consumer Law’s Consumer Guarantees. To assist you in understanding your obligations, the AFA has published a Furniture-Specific Australian Consumer Law – Consumer Guarantees booklet.

Picture: AFA CEO Patrizia Torelli