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Introduction agencies

Using the services of an Introduction Agency is a bold step for many consumers to take. It is important that you find out what services are available and what to ask before joining an agency. You should also be aware of your rights under the Australian Consumer Law.

How the law protects you

The Australian Consumer Law has provisions which protect you against misleading and deceptive conduct, unconscionable conduct and unfair contract terms.

Choosing a suitable service

As with purchasing any goods or services, consumers are encouraged to shop around before signing up with an introduction agency. The fees charged and the services provided may vary widely between agencies. Decide what type of service best suits you and what you can afford.

When selecting an agency, consider the following:

• What is the total number of clients currently listed with the agency, including the number of males and females? How many in your age group? How many in your locality?
• How much are the fees and what type and level of service is provided?
• What is the method of payment and over what period? Can you pay by instalment?
• How long has the agency been operating and what experience do the staff have?
• Are a minimum number of introductions guaranteed within the contract period?
• Will your preferences be strictly adhered to or used as a guide only?
• Are all of these conditions in the contract?
• What is the agency's refund policy and complaint process?

Practices to avoid

While many introduction agencies in South Australia provide legitimate services and comply with the legislation - experience has shown that some do not. The Office of Consumer and Business Affairs has investigated cases where agencies have blatantly deceived and misled consumers for financial gain.

You should be wary of the following practices:

• A written contract is not supplied or agreed conditions are not included in the contract.
• Paying large up-front fees for services worth thousands of dollars which have not yet been provided. (Reduce your financial risk by considering payment by instalment as the promised services are provided).
• Contract periods in excess of one year - limit your cost by negotiating a shorter term, say 3 or 6 months. If satisfied with the service provided, you can always renew the contract.
• Use of high pressure sales tactics - eg claims that the agency has someone suitable for you immediately if you sign up now. If you are being unduly pressured into signing a contract or made promises which sound unrealistic - do not sign anything and leave the premises.
• Undue pressure to continually upgrade the service (and cost) on the pretext that it will improve your chances of finding a compatible partner.
• Unauthorised credit card payments are made - check your credit card statements regularly.
• No refund policy or refunds are only considered at the end of a long contract.


What to ask

Ask the introduction agency to:

• provide clear and detailed written information about the services they provide
• limit your contract period to 12 months or less
• explain their full fee structure and method of payment
• consider a payment plan based on the service provided over the period of the contract
• provide information about current membership numbers (including numbers of males and females)
• explain their complaints and refund policies
• notify you as soon as possible in writing, if there is no reasonable chance of them meeting your needs
• substantiate their advertising claims.

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