Matchmaking and dating agencies
Find information about what you should know about dating services, websites or apps and your consumer rights before signing up.
Introduction agencies provide a service to match compatible people for social or personal relationships.
The most common introduction agencies are dating apps and websites. Some services are free to use, others require you to sign a contract and pay a fee to receive introductions, matches and communicate with other members on the platform.
Before you sign up for a dating service, website or app
Before signing a contract, you should be able to:
- identify the business you are dealing with, including their address
- have a clear understanding of what types of services are available and the costs
- know what introductions will be made and at what cost.
Watch out for scams
Some scammers try to take advantage of people looking for love on dating websites, apps and social media. They pretend to be interested in a relationship and play on emotional triggers to get you to provide money, gifts or personal details. This type of scam is often called ‘catfishing.’
Learn more about romance scams at the ACCC Scamwatch website.
Your consumer rights
Under Australian Consumer Law, most or services bought in Australia after 1 January 2011 come with automatic consumer guarantees.
Proof of purchase and documentation
Businesses must give you a receipt for goods or services valued at $75 or more. You can ask for a receipt for a transaction under $75 and the business must give it to you within 7 days.
If the service has a warranty, it will give you some extra protection against faults or defects. Warranties generally have terms and conditions attached and it’s your responsibility to be aware of these.
Advertising
Advertising can be a powerful means of persuasion, so it’s important it is truthful, accurate and easy to understand. Australian Consumer Law protects consumers from deceptive advertising claims and conduct.
Businesses are not allowed to make false or misleading representations about their products or services.
The remedy if something goes wrong
You are entitled to an appropriate remedy from the business when the product or service you purchased does not meet one or more of the consumer guarantees.
This might be:
- a refund
- cancellation or replacement
- further service to rectify the problem
- reimbursement for damages and consequential loss in some cases.
The remedy will depend on whether the problem is:
- a major problem, or
- a minor problem.
You can find out more by visiting our repairs, replacements and refunds page.
Making a complaint
When making a complaint, you should include:
- details of the issues you are experiencing
- copies of any correspondence that shows how you have tried to resolve the matter.
How NSW Fair Trading will handle your complaint
Your complaint will be reviewed to determine the most appropriate resolution. This may include:
- providing you with information to help resolve your complaint
- recording the complaint issues to assist in future compliance programs, or
- contacting the other party to try and resolve the dispute.
You can lodge a complaint:
Online
If you cannot resolve your matter, submit your complaint by using our form.
By mail
Post your complaint form and documentation to:
NSW Fair Trading
PO Box 972
Parramatta NSW 2124
Ask a question
If you are unable to find the information you need, you can call us between 8:30am to 5pm on Monday to Friday. You can also use our form to make an enquiry.